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.
Matthew Osborne, Citizens Bank of West Virginia, Elkins WV
Mr. Osborne serves as Senior Vice President and Chief Credit Officer for Citizens Bank of West Virginia. He
shares why Integra has created efficiency, growth and positive changes for their lending operation.
Q: What were the key reasons you chose Integra’s LOS “Epic”?
A: Integra’s LOS Epic was selected after evaluating various solutions, primarily for its user-friendly interface, seamless integration with our core provider, comprehensive loan coverage across multiple lending areas, and the robustness of the TruStage integration and loan documents. Its built-in POS application further solidified our decision.
Q: What positive changes has your company seen since you began using Epic?
A: Since implementing Epic, we’ve observed significant enhancements in our lending process. Lenders can swiftly navigate the system to input, underwrite, and decision loans. The customization options for workflows and document creation have been particularly beneficial. Additionally, the integration with DocuSign for e-signatures has exceeded our expectations.
Q: Has the integration with Epic and your core, NuPoint, been a benefit for your organization?
A: The integration between Epic and NuPoint has been instrumental in reducing manual data entry and expediting the loan booking process, thereby enhancing our overall efficiency.
Q: Have the digital capabilities from the Epic Online Portal (POS) improved Citizens Bank of West Virginia’s automation and service for your customers?
A: The Epic Online Portal has enhanced our service delivery by enabling customers to apply for loans online swiftly, which seamlessly transitions into our Epic system for further processing.
Q: What has the customer service and support been like for your organization with Integra?
A: The Integra team has been exceptional, quickly becoming an extension of our bank family. Their standout customer service and prompt responsiveness have been pivotal in our successful implementation, making Integra’s LOS Epic a top-tier solution in the industry. The ongoing support has been fantastic, and they listen to our needs to continually improve the solution.