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A compliant digital onboarding and loan application experience for a federally insured credit union serving the DMV — replacing PDF-heavy branch workflows with identity verification (KYC), e-signatures, and straight-through processing for unsecured personal loans.
Online application abandonment decreased by 41% within 90 days
Median time from apply to decision dropped from 3.2 days to same-day for 62% of unsecured loans
Manual underwriting touches per application fell by 55%
Loan pull-through on approved offers improved by 28%
Project Details
Services Delivered
01 · The Challenge
New members still opened accounts primarily in branches; online abandonment exceeded 60%. Loan officers re-keyed data from PDFs into the core system, introducing errors and slowing decisions. The compliance team required immutable audit trails for every identity check and disclosure — the legacy vendor couldn’t meet NCUA examiner expectations for evidence retention.
02 · Our Solution
We built a responsive onboarding funnel integrated with the credit union’s core via secure middleware, partnered KYC/AML providers for document + selfie verification, and implemented DocuSign for disclosures with tamper-evident storage in AWS S3 with KMS encryption. Loan workflows include rules-based routing: straight-through for low-risk profiles, queue-based review for exceptions. All events stream to an immutable audit log with retention policies aligned to examiner requests.
03 · Results
Online application abandonment decreased by 41% within 90 days
Median time from apply to decision dropped from 3.2 days to same-day for 62% of unsecured loans
Manual underwriting touches per application fell by 55%
Loan pull-through on approved offers improved by 28%
NCUA IT examination cited onboarding controls as a strength
Member satisfaction (post-application survey) rose from 3.4 to 4.6 out of 5
04 · Client Testimonial
“Examiners finally see end-to-end evidence without us exporting screenshots. Our loan team spends time on judgment calls, not data entry.”
VP of Lending
VP of Lending · Mid-Atlantic Credit Union
Tech Stack
Key Metrics
Abandonment
Online applications in 90 days
Manual Review
Touches per application
Pull-Through
On approved loans
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