Case Study: Unsecured Loans

Case Study: 

Client is a leading fintech company specializing in originating unsecured installment loans online. Their model is to get clients approved for loans within 5 minutes without a FICO check. They offer lower interest rates than competing sources, full transparency and simple app-driven loan management.

The Challenge:

  • Quickly build out support functions for client’s loan management platform
  • Target 8-week conversion to support:
  • Loan Origination
  • Underwriting Support
  • Customer Service
  • Delinquency Management
  • Increase oversight, regulatory standards and compliance processes
  • Restructure workflow management
  • Achieve step-function increase in lead conversion and portfolio performance

Our Process:

  • Create and execute customized training program
  • Hire and train initial team of 25 dedicated agents; recruit for additional 25 agents 60-days post launch
  • Redesign Client communication platform to optimize capacity management, overflow strategies and agent routing
  • Build and execute multiple data-driven communication strategies


  • Conversion complete in 6 weeks (25% faster)
  • Reduced inbound abandon rate to < 1%
  • 83% increase in dollars lent per day
  • 80+% growth in loan origination through optimized agent communication
  • Successfully supporting 70K+ calls per month