A nationwide provider of new and used automobile financing was seeking to strengthen its competitive position in a highly crowded dealership-to-consumer lending market. To grow market share, the lender needed to fund more loans—faster and with greater accuracy—while maintaining strict quality, compliance, and cost controls.
Two back office processes were particularly critical to success:
- Income Pre-Verification (IPV), which determines whether a customer can proceed with a loan application
- Loan Document Review, which ensures funding accuracy, regulatory compliance, and dealer protection
While the lender already relied on a mix of internal teams and outsourcing partners, leadership identified an opportunity to further improve velocity, accuracy, and scalability by expanding its partnership model.
Ximpal Group was engaged to help operationalize and scale high-performance back office support for the auto finance division.
The Challenge
- Increasing competitive pressure among national and local auto lenders
- High dealer expectations for fast, accurate funding decisions
- Risk of funding delays or document errors impacting dealer relationships
- Need to improve throughput without increasing cost or compliance exposure
- Requirement to meet or exceed existing provider benchmarks within a short ramp-up period
The lender needed a partner capable of delivering enterprise-grade back office execution, not just transactional processing.
Ximpal Group’s Approach
Ximpal Group delivered an integrated solution combining Business Process Engineering, Performance Management, and Managed Services enablement to improve both efficiency and quality at scale.
Our approach focused on four interconnected workstreams:
1. Process Stabilization & Knowledge Enablement
We leveraged deep institutional knowledge of the client’s auto finance products and funding workflows to rapidly stabilize IPV and loan document review operations. This ensured consistent execution aligned to the lender’s policies, regulatory requirements, and dealer expectations.
2. Workforce Enablement & Operating Discipline
We supported the recruitment, onboarding, and training of dedicated back office specialists, blending experienced resources with new talent. Structured onboarding and continuous learning accelerated time to proficiency while maintaining accuracy and compliance.
3. Performance Management & Quality Assurance
We implemented a rigorous performance management framework balancing:
- Quality and compliance (accuracy of loan document review)
- Velocity (throughput and turnaround time)
Clear metrics, regular reporting, and structured reviews enabled continuous improvement at both the individual and team levels.
4. Continuous Improvement & Scale
Through ongoing monitoring and coaching, we helped optimize productivity while minimizing rework. Process insights were used to further streamline workflows and support volume growth without degradation in service quality.
Results & Impact
Within the first year of operation, the engagement delivered measurable, sustained improvements across accuracy, speed, and business outcomes.
Key outcomes included:
- 99.3% task quality assurance scores, exceeding the client’s 98% target
- Rework rates consistently below both client thresholds and peer provider averages
- Faster IPV response times, consistently exceeding SLA requirements
- Higher throughput per hour without increased error rates
- Conversion rates up to 40% above peer averages, enabling more loans to fund successfully
As a result, the lender was able to close more loans, strengthen dealer relationships, and improve overall customer satisfaction—without increasing operational risk or cost.