Carole Wight, CEO of Holy Rosary CU in Kansas City, Missouri, recently shared with us an email exchange she had in regards to an inquiry into her use of EverythingCU.com’s KickStart online loan application:
Question: Once they fill out the on-line app, what is the process/member experience from there?
Carole: Usually we are able to match the account number with the online application. We pull some quick loan data and promptly call the member back. Usually we have the information we need to move the loan to closing when we call so we are WAY AHEAD on the process.
Question: How has the process/member experience changed from before the on-line app?
Carole: Before online application, they either didn’t call us because they were at work by the time we were open, or the process dragged on. They would call us initially and we would have to pull their credit and get back to them. All this took time and many times the loan was lost. Either because they never called or we didn’t have the jump we needed to catch the loan.
Question: How has it helped the staff in getting or processing a loan? What % of your loans go thru the on-line app comparative to the traditional process?
Carole: That is a very interesting question. I don’t have a fancy system that captures numbers for me like this. I wish I did and I am getting ready to go there but I am searching for solutions. I would say 10%-20% of our applications come from KickStart. That is just a guess. NOW, if you ask me which of the most have the most successful close rate, I would say that KickStart helps us get closes. My staff like it because they have tons of information when they start to talk to the member. We have more loans because of KickStart.
If you have any questions in regards to KickStart, please feel free to email me at any time!