First State Bank Mortgage has been committed to its community and providing essential financial products and services for over 150 years. They’ve long known that the secret to maintaining their competitive edge is offering unparalleled customer service while proactively listening to both their customers and their employees.
That’s what makes the FSB-Blend partnership so prosperous — a mutual appreciation for meaningful communication and co-creation. “We’re successful because Blend bought into us as well — we didn’t just buy into Blend,” said Vice President of Mortgage Information Systems Jody Adray. “They gave us solutions, and we weren’t just a customer. It’s been a great partnership.”
Making it personal
Digitalization doesn’t have to replace human engagement — it can reimagine it. FSB recognizes that providing a service structure that facilitates communication and customer comfort, while taking customers’ needs into account, is critical.
“We wanted a borrower portal that was easier for the borrower from start to finish,” recalled Adray. “The biggest complaint from borrowers has always been that our portal was too clunky. So we wanted something that was streamlined. We love that it’s not just a tool for loan officers — it’s a tool for everyone.”
FSB is continuing to invest in innovative technology that enables meaningful, affordable, and personalized experiences for both self-service and LO interactions. And a partnership with Blend makes that possible. “We always do a post-closing customer survey, and it’s amazing how often they say how seamless and enjoyable our process is,” said Senior Vice President, Director of Mortgage Production Rita Rieke.
FSB knows the power of a financial institution lies in its people — and they’re modernizing employee workflows to help take productivity to the next level. Features like asset refresh and automatic follow-up emails give loan officers the time they need to act as trusted advisors for their clients.
“The asset refresh was, I believe, the number one thing loan officers love, because they don’t have to ask the borrower for more bank statements. It helps them go through the process more quickly,” Adray noted. “Automated follow-ups gave them a lot more time back in their day.”
With less time spent on rote tasks, loan officers were able to increase their loan volume. But the time savings don’t just apply to LOs — closers can complete four closings in an hour.