Customer Care and Compliance Metrics

I manage the lending support areas for the bank, which includes all of the lending channels, construction, mortgage, consumer, commercial and small business. We are the fulfillment center for the bank.

Challenges

Some of our biggest challenges have been providing the bankers with tools that are easy for them to use so they can focus on what’s important, which is selling product. Providing the right tools to the bankers and then providing metrics in my area so that we can manage issues like compliance helps us ensure that consumers are getting the service they deserve.

Core Solutions

We’ve been using B2C (Baker Hill Bank2Consumer) for about seven years now to provide visibility into our pipelines and support our bankers with a tool that would work for them. We’re now implementing B2B (Baker Hill Bank2Business) because of our experience with B2C. We were able to put some metrics around our compliance issues and put stops in the process to control in an organized fashion with our bankers into the backroom. We plan to implement App Link to ensure that the bankers have one place to go and our customers’ experience is efficient and effective.

Experian's Consultative Approach

We have a great relationship with Experian. We’re looking forward to continuing to learn more about the products Experian offers and implementing the right tools for our organization. We have a great sales person and we’ve met many business partners throughout Experian since the merger with Baker Hill, so we’ve had a great experience with the company.

The Results

In my areas, we focus around three core values: customers, financials and compliance. The implementation of B2C allowed us to really hone in on our core values to ensure we were taking care of our customers by measuring the loan cycle time; our financials to ensure our data was implemented correctly; and ultimately our compliance. We were able to put the right controls and the right metrics around ensuring our loans were compliant.