MortgageKPI
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Performance KPIs

10 metrics for measuring staff productivity

Performance KPIs measure individual and team productivity across all roles. Use these metrics to identify top performers, optimize staffing ratios, and improve overall operational efficiency.

Loan OfficersProcessorsUnderwritersQuality
Loans Funded per Loan Officer
critical
Number of loans closed by each loan officer per month. Primary measure of LO production.
Formula
Funded Loans ÷ Number of LOs
Benchmark: 3-5 loans/month (average), 8-12+ (top performers)
Higher is better
Example: LO funded 6 loans in March
Common Dimensions
Loan OfficerBranchLoan Type
Funded Volume per Loan Officer
critical
Total dollar amount funded by each loan officer per month.
Formula
Sum of funded loan amounts by LO
Benchmark: $1-2M/month (average), $3M+ (top performers)
Higher is better
Example: $1.8M funded volume in March
Common Dimensions
Loan OfficerBranch
Applications per Loan Officer
high
Number of loan applications taken by each LO. Leading indicator of future production.
Formula
Applications ÷ Number of LOs
Benchmark: 8-15 applications/month
Higher is better
Common Dimensions
Loan OfficerBranchSource
Units per Processor
high
Number of loan files managed per processor. Measures processor capacity utilization.
Formula
Active Files ÷ Number of Processors
Benchmark: 15-25 active files per processor
Higher is better
Example: Processor managing 22 active files
Common Dimensions
ProcessorBranchComplexity
Closings per Processor
high
Number of loans closed per processor per month.
Formula
Funded Loans ÷ Number of Processors
Benchmark: 8-15 closings/month per processor
Higher is better
Common Dimensions
ProcessorBranch
Decisions per Underwriter
high
Number of underwriting decisions made per underwriter per day.
Formula
Decisions ÷ Underwriter Days Worked
Benchmark: 4-8 decisions per day
Higher is better
Example: UW made 6 decisions on Tuesday
Common Dimensions
UnderwriterDecision TypeLoan Type
LO-to-Processor Ratio
medium
Number of loan officers supported by each processor. Affects service quality.
Formula
Number of LOs ÷ Number of Processors
Benchmark: 2-4 LOs per processor
Example: 3.5 LOs per processor
Common Dimensions
BranchTeam
Condition Clear Rate
high
Percentage of conditions cleared within target timeframe. Measures processor responsiveness.
Formula
(Conditions Cleared On-Time ÷ Total Conditions) × 100
Benchmark: 85-95%
Higher is better
Common Dimensions
ProcessorCondition Type
First-Time Approval Rate
high
Percentage of loans approved without suspension or additional conditions on first submission.
Formula
(First-Time Approvals ÷ Total Submissions) × 100
Benchmark: 60-75%
Higher is better
Common Dimensions
ProcessorLoan OfficerUnderwriter
Quality Score
critical
Composite score based on documentation completeness, error rate, and compliance. Higher is better.
Formula
Weighted average of quality factors
Benchmark: 85-95%
Higher is better
Example: LO quality score: 92%
Common Dimensions
Loan OfficerProcessorBranch