Case Study | Channel Solutions
Bank Increases Loan Applications by 40 Percent Using
uOpen™ and DecisionPro™
Executive Summary
Mid Penn Bank wanted to transform its online loan application from a stagnant, emailed document that required
rekeying into a convenient, streamlined process. By integrating uOpen™ with DecisionPro™, the bank increased
efficiency and loan application volumes by 40 percent.
“uOpen makes it easy for our customers to
apply for a loan online.”
Maggie Steinour
Vice President, Loan Operations Manager
Mid Penn Bank
Bank Profile
Name: Mid Penn Bank
Location: Millersburg, Pennsylvania
Assets: $736 million
• 14 branches
• Mid Penn Bank, a subsidiary of Mid Penn Bancorp,
Inc. (NASDAQ: MPB), has proudly served central
Pennsylvania since 1868. Since that time, it has grown
into a 14-location, $736 million institution. Although it
has been featured as one of American Banker’s “Top
200 Community Banks,” based on a three-year return
over average equity, it has never lost its community
bank roots. Mid Penn has both a passion for excellence
and culture for community reinvestment, evidenced by
its monetary contributions and employee volunteerism
every year.
Lending Payments Core Channel Optimization
“By making it easier for our borrowers to apply, we’re
getting more loan applications.”
Maggie Steinour
Vice President, Loan Operations Manager
Mid Penn Bank
Mid Penn Bank continually strives to do things a little better—to
A Streamlined Online Loan Application Process
improve both internal operations and the convenient services it
The addition of uOpen, integrated with DecisionPro, simplified the
offers its customers.
loan application process for customers and bank personnel alike.
That quest was one of the big reasons this long-time D+H client
“uOpen makes it easy for our customers to apply for a loan online.
and DecisionPro user decided to add the uOpen loan application
They simply click on the type of loan they need and fill out the
module.
application. The system only displays the necessary fields for the
“We were revamping our website and wanted to add more
convenient features,” explained Maggie Steinour, vice president,
specific type of loan product they select, and presents any required
disclosures,” Steinour said.
loan operations manager for Mid Penn Bank. “We had a way for
As soon as the customer hits the “Submit” button, the application
customers to apply for a loan online, but we were in need of more
flows into DecisionPro.
modern and user-friendly features.”
“The software automatically pulls credit reports and calculates
Basically, the customer filled out a static, online document that was
debt-to-income, so if the application is from an existing customer
sent via email to Mid Penn’s customer care team, who then sent it
and looks clean, it could get an automatic approval,” Steinour said.
to lending.
“If the loan isn’t automatically approved, we send a notification that
“Since our underwriters didn’t have time to type all of these
applications into DecisionPro, we farmed them out to our branches
for rekeying. It wasn’t an easy process for the customer, nor an
the application is being processed and then have a staff member
look at it. That way, we make sure it’s not a typo or missing
information causing the denial.”
efficient one for us,” Steinour said. “And, because the online
Once a decision is made, a staff member calls the customer, no
document was incomplete, when we called the customer back, we
matter the outcome.
weren’t calling with a ‘yes or no’ on the loan, we were calling with
more questions.”
“We are here to build relationships. So, if we’re denying a loan, we
want to explain why, and how that customer can improve his or her
Lending Payments Core Channel Optimization
credit score,” Steinour said. “It gives us an opportunity to consult
Translation: convenience can make all of the difference—especially
with that customer.”
in today’s always-on, need-it-now world.
Simple. Efficient. Complete.
“We understand the importance of leveraging the latest
If the loan is approved, the customer comes into the branch for
closing.
technology. If you don’t offer easy-to-use, online loan application
options, you’ll miss out on a growing number of potential
customers,” Steinour said. “As a community bank, we have to strike
“All of the loan documents are produced by LaserPro®, which
a balance. We have to give our customers the personal service and
finishes the story,” Steinour said. “The application flows seamlessly
individual attention that’s synonymous with a community bank, as
from uOpen to DecisionPro to LaserPro. Our D+H products also
well as all of the conveniences offered by larger institutions. The
interface with our core system.”
combination of uOpen and DecisionPro lets us do just that.”
All of these factors have dramatically improved Mid Penn’s efficiency.
“We’ve had significant growth in our loan area, and we haven’t had
to hire more underwriters. We no longer have to send our online
loan applications to our branches for rekeying. Because everything
flows into DecisionPro, we’ve saved time and reduced errors,”
Steinour said.
Most importantly, the combination of uOpen and DecisionPro has
made applying for a loan much easier for Mid Penn borrowers — and
“We’ve had significant
growth in our loan area, and
we haven’t had to hire more
underwriters.”
Maggie Steinour
Vice President, Loan Operations Manager
Mid Penn Bank
that’s made all the difference.
“Our online loan applications have increased by 40 percent since
It’s a little change that’s made a big difference–both to Mid Penn
we added uOpen. Part of that is because of uOpen, and part of
Bank and its customers.
that is because we’re now advertising online account opening
which we didn’t do before,” Steinour said. “It’s clear that by making
it easier for our borrowers to apply, we’re getting more loan
applications. The fact that we haven’t had downtime has made a
big difference, too. We not only have an online application solution,
we have one that works.”
Solutions Summary
DecisionPro is a complete consumer credit application processing
solution that provides automated workflow, better credit and
compliance risk management, and improved operational efficiency.
DecisionPro delivers a powerful suite of productivity and risk
mitigation tools to address the key areas of credit underwriting
and origination workflow. DecisionPro draws on more than 20
years of experience in consumer credit and underwriting millions of
direct and indirect applications. Able to accommodate automated
decisions in small to large volumes and a wide range of credit
products, the system is built on a solid foundation of practical
experience using current technology. It can be quickly deployed in
workgroups or for enterprise-wide access and functionality.
uOpen helps you create a best-in-class account opening
and funding experience for members, combining a delightful
experience with outstanding results. With real-time decisioning
and an integrated switch kit for new account setup, this endto-end solution improves application completion rates, office
efficiencies and regulatory compliance. uOpen provides a unified
process across all channels so your members have the same
experience no matter where they open their new accounts –
online, in-branch or using the call center.
More than 3,200 lenders nationwide depend on LaserPro for
compliant loan documents. LaserPro delivers the latest technology
and efficiency for multiple loan types for lenders of all sizes. For
25 years, the solution has continued to evolve to support the
thousands of lenders who use it to remain compliant with state
or federal law. Well-known for its ability to handle the full range
of transaction types — from the most streamlined and simple
consumer loans, to sophisticated commercial loans — LaserPro
delivers consistent, professional looking documents wherever
and however you do business. LaserPro includes modules to
better support the origination and processing phases of consumer
and mortgage lending, thus streamlining the loan process with
compliance from origination and processing to closing. At the heart
of LaserPro is its legal and compliance knowledge base, supported
by a Network Counsel that consists of attorneys from all 50 states.
LaserPro provides true 50-state lending capability, allowing you to
make loans in, and take collateral from, any U.S. location.
800-815-5592
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Lending Payments Core Channel Optimization