Where do online applications go?

An updated LOS operating system prompted TruStone Financial to re-evaluate its own loan processes.

In early 2018, the third-party loan origination system for TruStone Financial Credit Union ($1.3B, Plymouth, MN) announced updates to its operating system. The company was adding functionality and improving the client experience. The changes got the credit union thinking about its own loan processes.

“We looked at how we were routing our online loan applications to determine if we needed a better user experience for members,” says Katie Grindeland, the credit union’s senior vice president and director of marketing and communications.

After the evaluation, TruStone decided it did need to make improvements.

A Roundabout Route

At the time, TruStone’s online loan application system prompted non-members to self-select the branch location for processing.


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