Online Lenders

‘Great customer experience begins with our employees’: Glacier Bancorp goes digital with its mortgages

  • Glacier operates under multiple brands in 7 states.
  • In just under two months, web applications are way up.
close

Email a Friend

‘Great customer experience begins with our employees’: Glacier Bancorp goes digital with its mortgages
When Glacier Bancorp started looking around at the digital mortgage market, it was clear that going digital was more than just a nice option to offer its clients. In fact, the regional bank holding company with about $12 billion in assets saw that online mortgage companies were gaining marketshare in the communities the bank serves in states like Montana, Idaho and Colorado. “If we want to stay in this business ,we have to be ready and able to deliver financial services to our customers in a manner they want to interact with us and that includes electronic delivery,” said Paul Peterson, svp, corporate real estate manager at Glacier Bancorp. Financial institutions the size of Glacier have to be resourceful when it comes to developing new digital products. That's because they don't typically have the talent or the deep pockets to manage new digital product development. Glacier chose Roostify, a digital mortgage platform, to launch its new digital mortgage solution. It was important for the firm that the digital application be ADA-compliant, so that the platform is accessible to customers of all abilities. The digital mortgage solution also needed to be friendly to Glacier's own employees. “We were looking for a solution that not only created a great customer experience but also enhanced the mortgage loan officer experience,” Peterson said. “Roostify does both and therefore we get the enhanced experience for both the customer and employee. Great customer experience starts with our employees so having a great experience for our MLOs gives us an advantage.” Glacier operates with 14 brands in 7 states. Each of these DBAs has specific branding needs that needed to be maintained in the markets in which they operate. Roostify's Adapt product allows Glacier to utilize unique branding and application features for each of its brands. Glacier began with a tiered rollout of its new digital mortgage to four divisions in December 2018. It plans to complete the introduction by the end of January. Application volumes speak for themselves. In December, Glacier took 63 applications through Roostify, which matched its highest total via the web for any month in 2018.  So far in January, it has received 97 applications, representing about 22 percent of the firm's total applications. “I believe that the growth in online applications for us is a result of delivering an easy and intuitive application and application process that customers appreciate and is tapping into a segment we previously were not capturing,” said Peterson. Roostify is part of a growing cadre of technology firms focused on digitizing the home financing market. The company has been adopted by Chase and TD Bank to power their digital mortgage offerings.   Image credit

0 comments on “‘Great customer experience begins with our employees’: Glacier Bancorp goes digital with its mortgages”

BNPL, Online Lenders

PayPal’s evolving strategy in a crowded BNPL market 

  • We take a look at how PayPal entered the BNPL sector by launching its first BNPL offering – ‘Pay in 4’, and expanded its suite of products by rolling out another BNPL product, ‘Pay Monthly’, in 2022.
  • Steve Mikulcik, VP of Global BNPL at PayPal, talks about the ramifications of such a rapidly-growing industry, and whether it is still serving the purpose of facilitating consumers.
Sara Khairi | January 17, 2023
Online Lenders

5 questions about managing everyday Americans’ finances with Achieve’s Andrew Housser

  • Achieve, formerly known as Freedom Financial Network, offers digital finance solutions like consolidation programs to underserved credit groups.
  • Tearsheet sat down with the co-founder and co-CEO of Achieve, Andrew Housser, to learn about his plans for the company and how it caters to the needs of everyday Americans.
Rabab Ahsan | December 28, 2022
Online Lenders

Does B2B BNPL have the potential to emerge as the next top fintech trend?

  • Is B2B BNPL keeping up to speed with the B2C model?
  • Contrary to B2C, B2B BNPL is viewed more as the automation of existing credit processes with slight innovation. However, the model brings its own set of challenges.
Sara Khairi | October 31, 2022
Member Exclusive, Online Lenders

Lending Briefing: Upgrade CEO Renaud Laplanche on fintech lending in a tight market

  • Today, there's less demand for consumer loans, and lenders are tightening their credit books. The 'cautious approach' narrative prevails in many interviews and conference calls.
  • I sat down with Renaud Laplanche, CEO at Upgrade, one of the main direct-to-consumer fintech lenders in the US. We discussed the macro environment, and how he designed Upgrade's business model in a way that is proving resilient during these turbulent times.
Iulia Ciutina | October 12, 2022
Member Exclusive, Online Lenders

Lending Briefing: Debit cards are taking over

  • This year, debit cards have emerged as the preferred payment method for the majority of US consumers, dethroning credit cards.
  • Younger generations are behind this switch – even though they're also getting credit cards, Millennials and Gen Zers prefer to pay with debit.
Iulia Ciutina | September 28, 2022
More Articles