Loan-mod time cut from 120+ days to under 15

Where they started

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.

What we did

• 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

What changed

• Loan processing time cut from 120+ days to under 15
• Rework reduced by 86%
• Consistent results delivered across all three campuses