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Industry
Banking
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Banking Services Transformation: Unlocking Exponential Value
TCS’ solutions help banks and FIs push traditional boundaries and build cognitive banking enterprises for better value, resilience, and inclusivity. Learn more.
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TCS helped the bank manage its suspense account and reconcile unapplied cash, thus ensuring accurate financial records and regulatory compliance. Learn more.
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Highlights
- TCS partnered with a large Canadian bank to strengthen and streamline its commercial lending operations across its North American business.
- TCS worked with the bank to put in place a stronger operating model, automating reconciliation and rate checks, and building capability in the servicing team so performance could be sustained and scaled.
- With its cognitive and process-specific frameworks, TCS Commercial Lending Service comprehensively covers the lending and leasing functions, providing services spanning the entire lifecycle of loan origination and servicing.
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Overview
Established over two centuries ago, this Canadian-headquartered bank is a leading financial services provider with diversified operations across North American region, providing services such as personal and commercial banking, global markets, and investment banking services to over 13 million customers.
As a leader in corporate commercial lending, the bank facilitates loans to businesses through syndicated lending involving multiple banks. In some cases, the bank also serves as a lead or agent bank, wherein it initiates and manages the loan. Oftentimes, the organisation also plays the role of a participant bank, where it works with partners such as Tata Consultancy Services (TCS) to process transactions and apply funds.
Over the last few years, TCS has been helping this global bank manage its advances, principal payments, rollovers, issue letters of credit, suspense management, send credit alerts and account receivable (ACREC) payments.
Challenge
While this issue of unapplied cash is prevalent in the commercial lending space, the implications of not clearing their suspense account are far-reaching.
In this case, the bank had unapplied cash of over US$ 450M in its books, which was affecting its liquidity and fund adequacy. It was also observed that the pending suspense was leading to a high risk of delayed revenue realisation not only for the bank, but also for its clients.
The bank needed to urgently clear its suspense amounts to maintain accurate financial records, ensuring regulatory compliance and mitigating potential reputational risks.
Our solution
Leveraging our two decades of experience in delivering robust commercial lending solutions to leading clients globally, TCS formed a special task force to review and verify information on pending disbursements to agent banks.
Additionally, TCS updated the process flow to add an ‘intelligent check benefit’ to reduce the number of high-value letters of credit.
Furthermore, we developed a macro file to eliminate reconciliation discrepancies and to investigate interest per cent and spread rates without manual data handling, which had been causing delays in processing loan disbursement requests.
We also invested time and effort in upskilling the bank’s service analysts through a ‘quick bytes’ capsule training program, enabling them to provide accurate loan accounting and effective loan servicing.
Benefits
Usually, an undertaking of this magnitude would take 18-20 months to address the inefficiencies and clear the suspense amount. However, TCS’ domain depth and expertise helped achieve a 64% reduction in pending suspense items and an 82% drop in suspense value within six months.
Our automated reconciliation via the custom macro tool saw a 90% discrepancy identification rate and a 15% reduction in high-value letters of credit. This improved liquidity and minimised operational risk for the bank.
With the help of detailed documentation created, TCS was also able to provide a clear audit trail for all transactions, making it easier to track and review activity for regulatory compliance and audits (internal and external). Our capsule training program also improved productivity and increased resource accuracy from 65% to 90%.
Overall, this phase of the program was curated to align with the bank’s strategic goals to streamline operations and maintain a high customer satisfaction rate in the industry.
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