How a nonbank mortgage lender uses PerformLine

About the Client

As a national nonbank mortgage lender, this company offers a range of mortgage and home equity loan products. Embracing a digital-first approach, they prioritize ease, speed, and reduced stress in the home purchasing or refinancing process. As one of the nation's largest nonbank retail mortgage lenders, their mission is to empower customers to achieve owning a home by facilitating a seamless transaction experience.

Business Challenges

This lender has nearly 1,500 loan officers across the country and only a small team to monitor them all for regulatory and brand compliance. This lender’s compliance team was struggling to maintain full oversight of all of their retail loan officers.

Their previous process was manual, time-consuming, and not scalable. They needed an automated solution to continuously monitor, review, and score thousands of social pages on a consistent basis for regulatory and brand compliance.

PerformLine Solutions

• Discovery to uncover previously unknown social media posts and profiles by loan officers
• Social Media Monitoring to monitor and review loan officers' social media and posts daily.
• Pro Services team of expert QA analysts to review every flagged observation and deliver curated and actionable alerts into workflow based on the parameters set by the client.

The Results

Increased coverage across social media channels

With PerformLine, this lender was able to monitor and score over 280,000 individual social media posts from its 1,500+ across TikTok, Twitter, LinkedIn, Facebook, Instagram, and YouTube—a volume that the compliance team could not accomplish with manual review.

Quality QA review of compliance issues

Previously, the compliance team would spend time manually reviewing each social post and remediating any issues they found. With PerformLine, the Pro Services team led the review of the flagged social posts and only escalated 1% of them to the lender’s compliance team for review and remediation, freeing up their time significantly.

Saved time and resources 

With PerformLine's support, the lender’s compliance team saved 180 hours each month on remediation efforts—meaning fixing any compliance issues found on loan officers' social media posts to ensure they adhere to regulatory standards. This significant time savings allowed the team to redirect their focus to higher-priority tasks, such as strategic planning, regulatory updates, and comprehensive training programs.