A Secret To Improving The Borrower Experience

Imagine you’re at a busy grocery store.

There are six separate checkout lines, each staffed by a single cashier. How long do you think you are going to have to wait?

You choose the line with 3 people in it.  It isn't moving. But, of course, the line next to you with 8 people starts moving fast. You are stuck there waiting.

When things get busy, each line grows longer, and people are stuck waiting in whichever line they picked. If one cashier is slower, that line gets backed up, and you wait.   If the people in front of you have 50 items and you have an apple, you wait. The result? A lot of frustration.

If your mortgage origination process assigns loans to individuals, this is what happens to your borrowers when volume picks up.  What if there was a better way?

Now, you’re back in that busy grocery store, but there is a self-checkout area. Think about how that works.

Instead of six individual lines, you have one line leading to six terminals in one area. People can go to whichever terminal is free next, and everyone moves through faster. Everyone is in every line at the same time. There’s no "line bottleneck" because the system is flexible: each person can jump to the next available spot as soon as a terminal becomes available.  What if there was something available to the mortgage industry that would enable this?

Enter Charlie.

Charlie is our Production Optimization Platform (POP) that replaces LOS and POS functionality, and more.

Charlie works like the self-checkout area. Instead of assigning loans to individuals, loans are broken down into activities to get the loan completed.  These activities are assigned to a skillset queue, where any person who is available with that skillset can pick up the work.

Also, with Charlie’s no-record-locking design, multiple team members can work on the same loan file simultaneously, handling different tasks without waiting on each other.  Your loans will not only be in the "faster line", there's a possibility of multiple people helping that loan get to close at the same time.

The key is that Charlie keeps things moving smoothly. No one’s stuck waiting in line for a single resource, and every team member can work at their best speed. This means faster processing, less frustration, and an optimal workflow even in the busiest times.