The Challenge
120+ days, under federal scrutiny
Wells Fargo Home Mortgage faced federal pressure to cut loan modification time. The process took 120+ days — creating regulatory risk and significant customer impact across three campuses operating inconsistently.
The Approach
The strategic pivot
- ▸Convert regulatory and financial goals into operational metrics the teams could act on daily
- ▸Execute and adjust in real time across live, in-flight casework
- ▸Treat lead time as the ultimate metric — the single number the regulator and customer felt
- ▸Establish process standards across all three campuses for cross-site consistency
The Outcome
Measurable results
- ✔Loan processing time cut from 120+ days to under 15
- ✔Rework reduced by 86%
- ✔Consistent results delivered across all three campuses