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“ Our legacy is rooted within our military and civil service families , and we continue to create innovative products and services in support of them ”
JENNIFER LOPEZ KOUCHIS SVP , REAL ESTATE LENDING VYSTAR CREDIT UNION
Member First workflow Kouchis outlined how VyStar created a customised journey within their Loan Origination System ( LOS ) and how they moved to an up-front underwriting process . “ Our Member First workflow has transformed our mortgage process at VyStar , by creating a better experience not only for our members , but our employees too . We have been able to eliminate unnecessary touchpoints by our team and have created a linear process which in-turn creates speed .
“ With the new workflow we have created milestones within our LOS technology , with easy-to-use checklists embedded into the system as well as automation where feasible to ensure files are submitted with the necessary information and documentation to render a timely decision . Another piece to making this workflow successful is the specified timing gates which requires a OneTeam focus in supporting our members through their journey .
“ As a result , our team ' s quality has increased by over 30 %, pull-through percentages have increased by almost 10 % and our turn-times have declined which has resulted in positive responses across our membership as well as the Realtor community . ur members receive ” instead of “ our members are receiving . This supports our focus ” instead of “ This continues to support our focus of finding innovative ways to serve our members .”
Commenting on what gives VyStar Credit Union its competitive edge , Kouchis said : “ First and foremost , our people . We have some amazing talent across the organisation who are committed to providing a first-class experience to our membership . Next , we are committed to creating one-of-a-kind products and services , finding innovative solutions that