Customer Story
How Georgia Banking Company Transformed Their Borrowers’ Disclosures Experience
When Georgia Banking Company (GBC) set out to simplify the lending experience for borrowers, VP Mortgage Operations, Kim Casbon wasn’t evaluating technology for the first time. After four years of using the Maxwell Point of Sale at a previous institution, she brought real-world experience and confidence in the relationship to GBC.
“The number of system-related complaints has gone to zero. It used to be at least once a week my team was dealing with somebody that couldn’t get their e-disclosure signed. It’s been a huge lift.”
—Kim Casbon, VP Mortgage Operations, GBC
Challenge:
Reduce Borrower Frustration
As borrowers increasingly expect a seamless digital experience, GBC’s LOS-provided portal was creating friction, particularly on mobile, and making it difficult for borrowers to complete disclosures accurately. The result was more manual work for the lending operations team and added complexity in maintaining compliance. They wanted to make the lending process simpler for borrowers, loan officers, and their operations team alike.
When borrowers got stuck, the operations team found themselves stepping in, pulling disclosures from the LOS, and sending documents manually through Docusign to help borrowers move their applications forward.
Georgia Banking Company
Georgia Banking Company (GBC) is a full-service, member FDIC, commercial community bank headquartered in Atlanta, Georgia. Founded originally in 1998 as a mortgage warehouse lender
Industry: Community Bank
Size: $3.2 Billion in Total Assets
Loan Origination System (LOS):
ICE Encompass
Business Challenge: Deliver a smoother borrower experience while reducing operational complexity.
“Before we got Maxwell, I was constantly dealing with issues because we had to pull disclosures and send them through Docusign.”
At the same time, GBC needed a solution that would fit within a lean operating model. The team wasn’t looking for technology that required months of implementation or a heavy lift from IT to support it.
Responsive support and a reliable technology partner were just as important as the software itself.
Making the Lending Process Smoother
Before Maxwell, incomplete applications were effectively black boxes, invisible to the lending team until borrowers finished every step. If someone got stuck, there was little the team could do to help.
With Maxwell, loan officers and processors gain real-time visibility into every stage of the application. They can step directly into the borrower’s experience when needed, helping move things forward without delays. Borrowers, meanwhile, receive automated task reminders, can securely upload documents, and always know exactly where they stand in the process.
For a lean team like GBC’s, that kind of visibility makes a real difference. As Kim explains:
” The Maxwell Point of Sale really empowered our borrowers to go in and complete the application seamlessly. The amount of borrower frustration reduced dramatically! “
Eliminating Disclosure Bottlenecks
If there was one place the former solution broke down most visibly it was with disclosures. When borrowers couldn’t access or complete disclosures through the portal, the lending operations team would have to step in manually, pull documents from Encompass, set them up through Docusign, and shepherd each one through to completion. The risk of missing a compliance deadline was high. It was an interim solution that worked, but it consumed time that should have been spent elsewhere.
With the Maxwell Point of Sale, borrowers receive and complete disclosures through a single, connected workflow, deeply integrated with the Encompass LOS. No workarounds. No manual intervention. And even better compliance tracking. The outcome was immediate.
“The number of frustrated borrowers has gone to zero. It used to be at least once a week my team was dealing with somebody that couldn’t get their disclosure signed. It’s been a huge lift.” – Kim Casbon, VP Mortgage Operations, GBC
Implementing Without Weighing Down Your IT Team
Technology implementations, especially a new point of sale, can take months of planning, expensive consultants, and significant IT resources. Maxwell was designed differently, minimizing operational lift and giving lenders immediate value. As a result, GBC’s experience with Maxwell was markedly different from any other technology partner.
The implementation was led primarily by Kim and the bank’s Encompass administrator, with limited involvement from IT. A small team helped maintain momentum and avoid unnecessary complexity. The project was implemented within 7 weeks.
A Partnership Beyond
Go-Live
Having worked with Maxwell for four years at another lender before joining GBC, Kim already knew what to expect beyond implementation. Questions were answered quickly, product feedback reached the right teams, and issues were resolved without lengthy support cycles.
That experience gave GBC confidence that the relationship would continue long after go-live.
- Responsive support when questions arise.
- A product team that listens to and acts on customer feedback.
- Quick issue resolution that kept implementation moving.
The Outcome:
For GBC, success wasn’t measured by implementing another technology platform. It was measured by removing friction from the lending process.
Within 30 days from launch, Georgia Banking Company had achieved a 93.9% digital disclosure completion rate with Maxwell’s Point of Sale, compared to the 74% average for lenders on Encompass Consumer Connect. That’s a nearly 27-percentage point improvement, and it was felt immediately across the team.
Disclosure-related issues, once a weekly occurrence, dropped to virtually zero. The lending team now spends less time troubleshooting technology and more time growing their business.
“I would highly recommend Maxwell Point of Sale. Their Encompass integration is seamless, and my experience with the team has been very positive. I could sell that all day long.”
—Kim Casbon, VP Mortgage Operations, GBC
Want to learn how Maxwell Point of Sale can deliver a mortgage experience tailored to your lending needs?
Click here to schedule a call with our team.
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