Manage A Larger Volume Of Loans
FileInvite helps you to:
- Get documents back 80% faster
- Elevate customer satisfaction
- Boost productivity and grow your firm
Document Collection Challenges & Inefficiencies: The team at BayFirst identified inefficiencies in their document collection processes.
Rapid Response to Demand with FileInvite: Driven by an increase in demand, Matt Nicolosi and the team at BayFirst quickly found and implemented FileInvite and were able to meet demand.
Understanding BayFirst's Loan Processing Challenges
Their existing loan processing methods were manual, labor-intensive, and not standardized. The collection of supporting documentation for loans was done via email and in person at a bank branch. Staff would supply a list of required documents to the customer, but often customers would arrive at the bank having forgotten key pieces.
If documentation was submitted via email, staff often spent hours searching through email threads to match data and documents against the list of requirements. Customers frequently struggled to manage oversized attachments and the process of scanning, signing, and returning or uploading forms. And information about the status of their loan was not readily available, at times causing confusion and frustration.
With a growing business, First Home Bank had already been feeling the impact of their inefficient methods for loan processing. When the pandemic hit and they began to process SBA Paycheck Protection Program (PPP) loans, their loan volume skyrocketed.
The demand was so high that they made a strategic decision to pull back on 7(a) loans temporarily to keep up with the volume of PPP loans. Moving forward, they needed a way to increase efficiency and improve the customer experience to be able to take advantage of the hot market for both SBA 7(a) loans and PPP loans.
Additionally, management had little insight into their loan pipeline until loans were closed, making it difficult to make informed business decisions.
BayFirst began exploring technology to help them improve operational efficiency and the customer experience. The solution needed to streamline their existing documentation collection process, integrate with existing systems and provide a clear and quick return on investment in a volatile business environment.
BayFirst chose to implement FileInvite and bank executives were immediately impressed. The ease of implementation and the flexibility of the solution to work with their existing processes allowed them to minimize disruption and the risk of unexpected productivity losses. FileInvite’s open APIs and SaaS-based model minimized the burden on the IT team and enabled seamless integration with their existing software. Completed applications are piped directly into the lender’s other systems, extending the capabilities of existing CRMs and other sales acceleration technologies, and providing a more complete picture of the business. And the intuitive interface and onboarding process allowed FileInvite to be rolled out without the need for extensive training.
BayFirst processed more than 9,000 loan inquiries in the first four months using FileInvite to streamline document collection, management, and communication with customers. In fact, they processed as many loans in a two-month period as they might have processed in an entire year using their old, manual methods with similar staffing. This efficiency gain enabled FHB to capitalize on the increased demand for PPP loans that many competing lenders were turning away because they couldn’t take on the extra loan processing volume.
With FileInvite, bank customers are praising the simple and intuitive customer portal. Both loan officers and customers can easily see the status of a loan application from a centralized dashboard, and messaging with customers from the platform’s chat feature simplifies communication. FileInvite’s follow-up algorithm automates the process of reminding customers when documents are outstanding.
Built-in guided workflows and stages have streamlined the process for loan officers and simplified workloads by prompting them to approve or reject items or requests, or provide feedback until requirements are met to finalize the loan application.
FileInvite provides the bank's leadership team the data and visibility they need for improved target-setting and business decision-making.
"a real-time view and reporting of current loan volume by branch and individual loan officer."
And a record of all communications data and documents is logged, enabling the bank to stay compliant with financial regulations and streamline the audit process.
Not only does that save your team two hours of manual, repetitive work on each and every application, but it allows them to redirect their time to higher-value tasks.
FileInvite is also GDPR, HIPAA and FERPA compliant, allowing that you and your clients to transfer sensitive information with peace of mind.
Give your clients complete visibility into the document collection process, and confidence into how your collect sensitive information, improving application completion rates, and also member experience.