Hibernia
National Bank
CASE
STUDY: WORKFLOW IMPLEMENTATION
Ink2web
architects worked with Hibernia National Bank to design
and construct a Loan Services Workflow and a Small Business
Banking (SBB) Loan Processing System. The Loan Service
Workflow facilitates the processing of consumer and
commercial loan documents once a loan is booked, and
includes the following components procedures tracking
system. The Small Business Banking (SBB) Loan Processing
System supports the departments responsible for processing
and approving small business loans.
Hibernia
has nearly $16 billion in assets. With two other offices
under construction in Hammond and New Orleans, the company
will have 255 locations in 34 Louisiana parishes and
15 Texas counties. Hibernia is the market leader in
Louisiana with 23.3% of deposits and in its Texas market
area with 10.7%. The company's common stock (HIB) is
listed on the New York Stock Exchange.
Business
Benefits
- Number
of lost/misplaced files is dramatically reduced
- Dramatically
reduced the amount of file space needed for each loan
- Quicker
customer (both internal and external) response time
- Improved
tracking of customer requests
- Reduction
in the number of fax machines and associated supplies
- Personnel
avoidance (current staff is capable of handling increased
business)
- Employee
efficiency is increased by providing them with information
at their desktop
- Loan
documents now have an image back up for disaster recovery
purposes
- Management
now has a more accurate picture of the productivity
of every employee in the workflow through the processing
data collected by the workflow
- Number
of status-related calls are dramatically reduced by
providing status information on Hibernia's intranet
- Tasks
can now occur in tandem since the dependency on paper
has been eliminated
ViewStar
The
project was implemented using ViewStar V5.0 and Lucent's
Mosaix dialer. This system integrated document, email,
fax and the web channel. External system and application
integration included mainframe legacy applications,
Appro, a third-party, client/server loan processing
application, and Novell's Group Wise email product.
Loan
Services Workflow Solution
The
Loan Service Workflow project included the development
of the following components:
- Hiberview
- provides users throughout the bank with the ability
to view loan documents via Hibernia's intranet. Documents
may be requested in either batch or immediate mode.
- Exception
Processing - input and tracking of all required documents
that are missing when the loan file is initially received.
This is critical to the entire lending process.
- Cross-Pledging
- enables multi-indexing of loan documents which may
pertain to several different loans.
- Vault
Requests - remote users can submit requests for copies
of loan documents using a standard Word template via
email. Emails are sent to a centralize mailbox, the
Word template is then extracted, validated for completeness,
converted to image, and subsequently imported into
the workflow.
- Data
Change Requests - enables branches to submit a multitude
of requests (e.g., address/name changes, credit line
increases/decreases, advances) pertaining to the maintenance
of an existing account via Hibernia's intranet. When
a request is successfully submitted, the information
is imported into the workflow and automatically posted
to the mainframe.
- Paid
Processing - enables users to electronically process
loans that have been paid off. Also provides users
with automated letter generation capability.
Small
Business Banking (SBB) Loan Processing Solution
The
Small Business Banking Loan Processing System included
the development of the following components:
- Automated
fax-in of loan application and associated documents.
- Integration
with a third-party loan processing application called
Appro. This enables the ViewStar workflow to leverage
the information already existing in the Appro system
and enables critical information, such as Social Security
numbers, to be validated for authenticity.
- Loan
status tracking - enables banking officers (lenders)
to track the status of all outstanding requests via
Hibernia's intranet. Officers can clearly see where
the loan is within the workflow (which stage), who
is currently processing the loan, what underwriter
it has been assigned to, and the final decision.
- Lenders
have the ability to submit amendments to loans via
the intranet. The amendment information is subsequently
converted into a document format and matched to the
existing loan folder in the workflow.
- Automated
banker notification - workflow automatically notifies
lenders via email at specified intervals when an approved
loan has not been booked, thereby prompting them to
proactively contact customer.
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