RBC Mortgage Adjudication Decision

SITUATION

85 percent of adjudicators were doing verification first

As a result, they were losing time verifying information that was often later revealed to be of no importance. Those unnecessary tasks increases the cognitive load and the risk of cognitive bias.

SOLUTION

By comparing the average work strategy with that of the most experienced adjudicators, we found that 15% did client assessment first and verification after. With the implementation of this strategy across the board, we were able to demonstrate that adjudicators will make better decision and save time by doing verification after the overhaul client assessment.

RESULT

This decision making strategy has been approved by the executive and shared with all adjudicators.

 

 

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