Overview
A North American commercial bank wanted its portfolio managers to spend more time with clients and less time buried in recurring credit tasks inside its lending platforms.
Already engaged in financial spreading, Evalueserve leveraged the success of that partnership to proactively propose extending support into adjacent portfolio monitoring activities delivered within the bank’s existing credit technology stack.
Over roughly a year, the engagement evolved from a small pilot on overdraft facilities to multi-sector portfolio monitoring and the first dedicated team for annual review support, with a clear roadmap toward credit memo automation.
Challenge
Portfolio managers at the bank own the full health of their loan books. For each borrower, they must maintain spreads, monitor covenants and borrowing bases, track trends and exceptions, and prepare interim and annual reviews.
All of this work happens within structured lending and credit platforms (not in offline documents). As portfolios grew, managers were spending a large share of their time on platform-driven, repeatable work—time that could otherwise be spent with clients.
The bank needed a way to:
- Offload repeatable, in-platform monitoring and preparation work
- Ensure outputs remained aligned with its credit philosophy and policies
- Build a model that could scale across multiple sectors and, over time, support annual and interim reviews, with a path to technology-enabled automation
Our Approach
Evalueserve already had a financial spreading team in place for the bank, working directly on its lending platform. The portfolio monitoring engagement was designed as a tech-aligned extension of that model rather than a separate, offline process
The work is delivered by a specialized credit team based in India with:
- Strong knowledge of enterprise lending and credit platforms (all activities are executed in-system, including updates to fields, tables, and workflows)
- Deep financial statement analysis capabilities
- The ability to interpret and articulate drivers of financial performance in clear written commentary
- Close alignment with the bank’s credit policies and credit philosophy, reinforced through regular knowledge-sharing and policy training sessions
Together with the client, the engagement evolved in three stages.
1. Starting small: overdraft facility reviews
The first step was a 3 FTE pilot focused on a narrow but important component of the credit memo: overdraft and short-term facilities (ACH- and DOD-type products).
For every company in the portfolio, the team worked inside the bank’s lending platform to:
- Review how these facilities were used over the period
- Assess whether they could be renewed
- Record decisions and write concise commentary in the appropriate system fields for inclusion in the memo
Although the section itself was small, it applied to every borrower, creating visible time savings across the portfolio. Once portfolio managers saw that the offshore team could work confidently in their platform and policies, they were comfortable extending the model.
2. Scaling to sector-based portfolio monitoring
Next, support expanded to sector teams (starting with financial institutions/utilities and then adding sectors such as small-ticket and mutual funds).
Here, the Evalueserve team took on broader in-platform monitoring tasks, including:
- Keeping underwriting tables and structured financial data up to date
- Performing covenant and borrowing base checks
- Updating trend cards and clearing routine exceptions and flags
All of this was done directly in the bank’s credit system, so portfolio managers could open a customer record and immediately see the latest monitoring information without extra files or emails.
The operating principle was simple: by the time a portfolio manager was ready to work on the next company, everything needed for that review would already be assembled, updated, and visible in their normal tools.
One portfolio manager summarized the impact as:
“By the time I finish the review of Company A, all the material I need to start Company B is already waiting for me.”
This became the standard experience across the sectors where support was rolled out.
3. Moving into annual review and credit memo drafting
With financial spreading and portfolio monitoring stabilized, the bank and Evalueserve turned to the next step: annual and interim reviews, again designed around the bank’s existing systems and templates.
Together they defined a flexible support model:
- In more complex sectors, Evalueserve prepares specific sections of the memo (for example, financial analysis, covenant commentary, trend discussion), populating the relevant sections in the platform.
- In more standardized sectors, the team prepares a full first draft of the annual review, aligned to the bank’s templates and policies, which the portfolio manager then refines and finalizes.
A dedicated annual review team (around six analysts) is being established for a flagship sector, with a clear intent to replicate the model across additional sectors once performance is validated.
Technology Enablement and Future Roadmap
While today’s work is analyst-led and executed inside the bank’s own lending and credit platforms, technology is a major part of the roadmap.
- Evalueserve is actively showcasing and refining its credit memo automation platform with stakeholders at the bank. Read our blog to learn more about how we utilize AI to automate credit memo creation.
- Joint workshops and demos are being used to collect feedback, align templates, and define how automated draft memos could be generated in the bank’s exact format and structure.
- The vision is to combine automation and human expertise: the platform generates structured drafts, and the Evalueserve team and portfolio managers focus on judgment, nuance, and final sign-off.
Business Impact
The impact on the bank’s portfolio managers is clear: reviews move faster, manual workload is lighter, and managers gain back time to focus on clients instead of administrative tasks.
The engagement has enabled:
- Faster turnaround between reviews: When a portfolio manager completes one company’s review, the next is effectively “pre-staged” in the system: spreads updated, underwriting tables refreshed, covenant checks completed, and key trends ready to reference.
- More client-facing time: With recurring, platform-based work handled by the offshore team, portfolio managers can spend more time with clients—understanding needs, tailoring structures, and deepening relationships.
- A scalable, tech-aligned model: What began as a financial spreading team has evolved into a portfolio monitoring and review-support model that scales sector by sector, entirely within the bank’s existing technology stack.
- Outputs that feel in-house: Because the team is trained on the bank’s credit policies, templates, and systems, the work product looks and feels like it was produced by the bank’s own staff—just with more capacity behind it.
Talk to One of Our Experts
Get in touch today to find out about how Evalueserve can help you improve your processes, making you better, faster and more efficient.
Overview & Impact
Evalueserve helped a leading North American bank transform portfolio management—accelerating credit reviews, reducing manual workload, and freeing portfolio managers to spend more time with clients. By extending in‑platform support from financial spreading to portfolio monitoring and annual reviews, the engagement delivered a scalable, tech‑aligned model and paved the way for credit memo automation.
