Manual loan origination taking 10 days, 30% onboarding churn, no borrower self-service.
What happened
An emerging fintech lending platform with $150M AUM and 50K+ borrowers running manual loan origination in spreadsheets and fragmented tools. Loan origination cycle: 10 days. Onboarding completion rate: 68% (30% churn before first payment). No self-service borrower portal. Five-person operations team stretched thin.
Loan origination was entirely manual — ten days from application to funding, with multiple handoffs and no real-time visibility into pipeline.
Onboarding completion rate of 68% meant 30% churn before the first payment — borrowers got frustrated and went elsewhere.
No borrower self-service meant operations staff spent time on status-check calls instead of exception handling.
How I tackled it
Built a Loan Origination System (LOS) in Salesforce with Equifax credit bureau integration, automating credit decisioning for tier-1 applications.
Designed a borrower journey orchestration engine with automated decisioning, status notifications, and conditional document collection — no manual routing.
Deployed a self-service portal so borrowers could upload documents, check status, and e-sign disclosures without calling support.
Integrated with bank transfer and compliance systems; automated compliance reporting.
Stack
Timeline
What changed
Loan origination time · 60% faster
Onboarding completion rate
Churn reduction
Monthly loan processing capacity
Metrics supplied by the client at project close; figures rounded and de-identified.
What I’d do differently
Building a compliance audit into the timeline from week one — instead of as a late-stage verification — meant we caught framework issues early and avoided a month of rework. Compliance is not afterthought.
Services involved
Similar situation?
If any of this sounds like your org, a 30-minute call will tell you how close the parallel actually is.
Schedule consultation