Ok, so my job title is a bit of a mouthful: I'm the Mortgage Systems Solution Owner at Westerra Credit Union. But what I do is simple: I make sure our mortgage loan officers and operations teams have the tech they need to succeed and provide an outstanding experience for our members. I oversee every step of our mortgage origination process, from the initial lead to the final loan. It’s my job to make sure all our systems work together seamlessly.
For a long time, we knew we needed a better way to connect with our members and partners. We're a not-for-profit, member-owned credit union in Colorado, founded by a group of teachers with a mission to help people prosper.
We exist to build genuine relationships. But our technology wasn't helping us in the way we needed. Loan officers were juggling different systems, losing track of leads, and missing out on opportunities. We needed a solution that would bring everything together and let us focus on what really matters: finding success for our members.
That's why we started working with Total Expert. It’s so much more than just a fancy tool to collect leads and store contacts. It's a complete platform that enhances the human connection.
From Disconnected Tech to a One-Stop Shop
Before Total Expert, our referral process was a bit like playing a game of telephone. Our branches and call centers would try to pass leads to our mortgage loan officers. But it was all manual—emails, phone calls, spreadsheets or even just handing out business cards. There were too many missed connections and lost opportunities.
So we got creative with Total Expert's Lead Capture App. When an internal referral comes in, it's instantly created as a lead and routed to the assigned loan officer. While the app was not designed for this exact purpose, we got creative to make it work for us. Now, each branch and our call center has its own Lead Capture App. This has absolutely transformed our internal referral process. It’s easier than ever for our branch teams to engage and track mortgage leads.
The results are incredible. We now have real-time updates and a clear path from referral to application. This has not only improved our efficiency but also strengthened the relationships between our mortgage department and our internal teams. And that’s something we're all incredibly proud of. It’s all about creating an authentic experience for our members and our employees.
Empowering Our Team to Win
The true value of Total Expert lies in how it frees up our team to build relationships. The platform automates so many of the little tasks that used to eat up time. Everything from sending newsletters and emails to tracking leads and creating marketing materials. Now that those are automated or require very little time, it gives our loan officers the freedom to focus on the human side of the business. The tools with Total Expert introduce the opportunities so our team's time and expertise can focus on growing relationships.
Being able to quantify our success has been a game-changer. For example, after a First-Time Homebuyer Seminar, we can now track everything in Total Expert, from who registered and attended to how many participants applied. It’s no longer just about saying, "We had a great event!" Now we can see the real outcomes and the stories behind the numbers. This allows us to make smarter decisions and spend our time and resources where they will have the most impact.
Our loan officers were excited to jump in from the start because they knew they were getting a powerful tool that would help them succeed. We were intentional about not replacing human relationships with automation. Instead, we’re using technology to enhance them.
When it comes to adoption, my advice to others is to focus on perfecting one area at a time. Total Expert can do so much. But if you try to do everything at once, you risk overwhelming your users.
Start with one thing—like building great automated Journeys—and once your team is comfortable, you can roll out the next feature. This layering strategy makes it easier for people to engage with the platform and see how it impacts their workflow and members experience. When they see their own wins, it builds momentum and keeps everyone excited about the platform and other the other great things it can do.
Partners with a Shared Purpose
Our journey with Total Expert has been a partnership built on a shared purpose. We’re working closely with their team on a variety of enhancements to the Contact and Lead Workflows. They're always willing to have a conversation about how we can make the platform even better. I've provided feedback on their ideas. And the adjustments I've seen so far are just awesome.
Total Expert helps us deliver on our core purpose: to teach one another to prosper. It gives our team the tools to build and strengthen relationships. And with that, we’re helping more people achieve their financial goals.
