A true end-to-end lending experience
As part of an overarching goal to provide members with a seamless digital experience, PenFed Credit Union has been overhauling member-facing portals and communications from initial leads, all the way through loan servicing. When inefficient lead tracking was causing loan origination opportunities to slip through the cracks, PenFed implemented Velocify庐 by 香港六合彩开奖结果庐 as their lead management system. The tight integration with Encompass means that leads are automatically distributed to the right loan officers at the right time for immediate follow-up via phone, email, or text message. This, combined with a functionally-rich sales dialer, has increased speed-to-lead by 350% and improved contact and conversion rates.
On the servicing end, PenFed members were asking for a more digitally integrated experience. The team at PenFed heard them and leveraged Servicing Digital鈩� by ICE to expand services and provide a platform that not only allows members to make mortgage payments online, but delivers their home and loan information anytime, anywhere. The credit union also rolled out House Happy with Servicing Digital, allowing members to use their PenFed portal to request home maintenance requests and schedule jobs, making PenFed their trusted partner in continually caring for their home. The result has been improved member relationships, prolonged user engagement, and a 93% digital adoption rate amongst members.
2024 ICE Innovation Award Winner
PenFed Credit Union won the 2024 ICE Innovation Award for Best End-to-End Borrower Engagement for leveraging ICE solutions to create a seamless borrower experience, from origination through closing and throughout the loan servicing lifecycle. The member environment built using Encompass, Velocify and Servicing Digital by ICE gives members a single, contemporary platform that is efficient and easy to use.
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