Customer Spotlight

Denise Walker, Country Bank, Ware Massachusetts

Denise Walker is SVP Director of Retail Lending for Country Bank and went live on Integra’s LOS Epic in March 1, 2021. Walker and her team share why Integra has created efficiency, growth and positive changes for their lending operation.

Q: What made you decide to go with Integra?

A: When we made the decision to replace our Loan Origination System, we performed a search of various companies, and settled on Integra’s EPIC system. We had a checklist of everything we wanted in a new system, including the ability to:

• originate Mortgage, HELOC and Consumer Loans in one platform
• customize the system to meet our business needs
• access via the web
• integrate with our various technology providers
• provide an e-sign capability
• handle construction loans in a more automated fashion
• provide up-to-the minute reporting capability
• interface with our new POS to provide a more automated, streamlined process

Integra checked all the boxes and is focused on supporting community banks.

Q: What positive changes has your company seen since you began using EPIC?

A: We’ve seen several efficiencies since we began using EPIC. The highlights of these changes are:

• More user-friendly. Our Banking Center staff likes how easy it is to maneuver through the system
• The integration between EPIC and Maxwell (our POS) allows both systems to talk to each other. An example of this is when a status changes in EPIC, the borrower receives an email and text message through Maxwell. This has eliminated numerous phone calls from borrowers asking what their status is
• With the built-in integration with DocMagic, the forms vendor, we are able to use e-sign. Instead of sending a Welcome package in the mail, borrowers now receive an email with all their disclosures and list of documents within hours of receiving the application. We receive their Intent to Proceed within minutes instead of days. This has improved our turnaround time considerably
• Using DocMagics’ fulfillment service, if a disclosure package is not signed within the regulatory timeframe, DocMagic will print the package and mail to the borrower. The Bank no longer mails disclosures or commitment letters to the borrowers. This has saved the “wear and tear” on the in-house printer as well as saving time with the Processing team
• The built-in imaging system within EPIC and the technological capabilities for automating the indexing of documents means that no one has to index documents manually. This functionality has saved us from having a full-time document indexer
• The dashboard functionality allows us to have real-time reporting rather than using canned Crystal reports. Dashboards allow us to filter to find loans in different stages, loans that are in the process of closing, closed and funded loans, etc. Once we set up the dashboards the way we wanted them, we saved almost 3 hours each week and at month end to generate reports.
• Utilizing EPIC’s MI Best Execution functionality, we are able to get MI quotes from multiple companies at one time instead of going to each MI company website to get the quote. With the push of a button, the Underwriter is able to get the best quote available and order MI

Q: Do your employees save time by using EPIC?

A: Yes; we’ve seen the following improvements:

• e-sign has certainly improved the turnaround time for those customers who elect to sign electronically
• no longer need to index documents to our cold storage system manually

Q: What has your customer service and support experience been like since you have partnered
with Integra?

A: We have found Integra’s customer service to be very supportive. When we have an issue with the system, customer service responds within 1-2 hours.