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Digitizing Document Collection Processes Helps Top 10 SBA Lender Handle More Loans

 

IN THIS SUCCESS STORY:

Document Collection Challenges & Inefficiencies: The team at BayFirst identified inefficiencies in their document collection processes.


Rapid Response to Demand with FileInvite: Driven by an increase in demand, Matt Nicolosi and the team at BayFirst quickly found and implemented FileInvite and were able to meet demand.

 

CONTENTS:

BayFirst + FileInvite

Twelve Months of Loan Volume Processed in Just Two Months After Implementing FileInvite

“Sometimes there is an opportunity to work smarter rather than harder.”

 

- Matt Nicolosi, VP and Director of Strategic Growth Initiatives, BayFirst

About BayFirst

 

Headquarters: Florida
Employees: 501-1,000

BayFirst (formerly First Home Bank) is one of the top 10 U.S. Small Business Administration (SBA) lenders and has been in operation for more than two decades. 

With locations across all 50 states and an extensive network of over 1,000 active brokers and additional large strategic partners, BayFirst has seen explosive growth over the past five years with SBA 7(a) loans as their core business prior to the pandemic. Beyond financial services, BayFirst is deeply committed to community engagement, offering financial literacy workshops and engaging in charitable initiatives. Through innovation, collaboration, and social responsibility, BayFirst continues to play a pivotal role in empowering small businesses across the country.

BayFirst + FileInvite

"FileInvite has delivered massive efficiency gains for us. It’s [given us] huge time savings, that we never would have been able to achieve without it."

 

- Matt Nicolosi, VP and Director of Strategic Growth Initiatives, BayFirst

Manual Loan Processing Causes Frustration and Lost Time

Understanding BayFirst's Loan Processing Challenges

Challenges 

Their existing loan processing methods were manual, labor-intensive, and not standardized. The collection of supporting documentation for loans was done via email and in person at a bank branch. Staff would supply a list of required documents to the customer, but often customers would arrive at the bank having forgotten key pieces.

Email Chaos

If documentation was submitted via email, staff often spent hours searching through email threads to match data and documents against the list of requirements. Customers frequently struggled to manage oversized attachments and the process of scanning, signing, and returning or uploading forms. And information about the status of their loan was not readily available, at times causing confusion and frustration. 

Manage A Larger Volume Of Loans

FileInvite helps you to:

  • Get documents back 80% faster
  • Elevate customer satisfaction
  • Boost productivity and grow your firm
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An Increase in Demand Sparks the Search for a Solution

Rising Demand = Finding Solutions
 

With a growing business, First Home Bank had already been feeling the impact of their inefficient methods for loan processing. When the pandemic hit and they began to process SBA Paycheck Protection Program (PPP) loans, their loan volume skyrocketed.

The demand was so high that they made a strategic decision to pull back on 7(a) loans temporarily to keep up with the volume of PPP loans. Moving forward, they needed a way to increase efficiency and improve the customer experience to be able to take advantage of the hot market for both SBA 7(a) loans and PPP loans.

Additionally, management had little insight into their loan pipeline until loans were closed, making it difficult to make informed business decisions.

With FileInvite, bank customers are praising the simple and intuitive customer portal. Both loan officers and customers can easily see the status of a loan application from a centralized dashboard, and messaging with customers from the platform’s chat feature simplifies communication.

A Better Solution: A Flexible, Intuitive Document Collection Platform

 

BayFirst began exploring technology to help them improve operational efficiency and the customer experience. The solution needed to streamline their existing documentation collection process, integrate with existing systems and provide a clear and quick return on investment in a volatile business environment.

BayFirst chose to implement FileInvite and bank executives were immediately impressed. The ease of implementation and the flexibility of the solution to work with their existing processes allowed them to minimize disruption and the risk of unexpected productivity losses. FileInvite’s open APIs and SaaS-based model minimized the burden on the IT team and enabled seamless integration with their existing software. Completed applications are piped directly into the lender’s other systems, extending the capabilities of existing CRMs and other sales acceleration technologies, and providing a more complete picture of the business. And the intuitive interface and onboarding process allowed FileInvite to be rolled out without the need for extensive training.

Seeing Results: Higher Volume, Superior Experience & Data Governance

BayFirst's Achievement in Loan Operations with FileInvite
 

BayFirst processed more than 9,000 loan inquiries in the first four months using FileInvite to streamline document collection, management, and communication with customers. In fact, they processed as many loans in a two-month period as they might have processed in an entire year using their old, manual methods with similar staffing. This efficiency gain enabled FHB to capitalize on the increased demand for PPP loans that many competing lenders were turning away because they couldn’t take on the extra loan processing volume. 

With FileInvite, bank customers are praising the simple and intuitive customer portal. Both loan officers and customers can easily see the status of a loan application from a centralized dashboard, and messaging with customers from the platform’s chat feature simplifies communication. FileInvite’s follow-up algorithm automates the process of reminding customers when documents are outstanding. 

Built-in guided workflows and stages have streamlined the process for loan officers and simplified workloads by prompting them to approve or reject items or requests, or provide feedback until requirements are met to finalize the loan application.

FileInvite provides the bank's leadership team the data and visibility they need for improved target-setting and business decision-making.

"a real-time view and reporting of current loan volume by branch and individual loan officer."

And a record of all communications data and documents is logged, enabling the bank to stay compliant with financial regulations and streamline the audit process.

Swift, Secure, Seamless: Streamlining Loan Document Processing with FileInvite

 

SAVE TIME

Save 2+ hours on each application

Not only does that save your team two hours of manual, repetitive work on each and every application, but it allows them to redirect their time to higher-value tasks.

MITIGATE RISK

SOC 2 Type 2 compliant with 256-bit encryption

FileInvite is also GDPR, HIPAA and FERPA compliant, allowing that you and your clients to transfer sensitive information with peace of mind.

 

WOW CLIENTS

Increase application completion rates by 34% 

Give your clients complete visibility into the document collection process, and confidence into how your collect sensitive information, improving application completion rates, and also member experience.

Delight Your Clients With The FileInvite Experience

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