The Game Changer Expy award recognizes organizations that don’t merely improve customer experience—they redefine it. This year’s winner, The Money Store, did exactly that by turning a long-standing industry challenge into a breakthrough moment powered by intelligence, automation, and decisive action.
In an industry where recapture is notoriously difficult and timing is everything, The Money Store created a model that is not only effective—it’s transformative.
A challenge every lender knows too well
For years, The Money Store faced the same uphill battle that many mortgage lenders experience: borrowers paying off existing loans without giving their loan officer a chance to re-engage, refinance, or serve them on their next purchase.
Payoff requests signal a past customer’s intent to move on. But by the time that information reached the loan officer? It was often too late.
These increasingly common situations represented missed relationships, missed opportunities, and missed revenue. But The Money Store didn’t settle for that. They saw an opening and they saw potential. So, they took the initiative to build a game-changing solution that put the power back in their loan officers’ hands.
Turning a pain point into a breakthrough
Using Total Expert, The Money Store transformed their payoff request process into a proactive, real-time engagement engine. Here’s how they changed the game:
- Payoff request data was fed directly into Total Expert
- Real-time alerts notified loan officers the moment a borrower signaled intent to pay off a loan
- LOs were able to reach out instantly, not days or weeks later
- Borrowers received timely, relevant contact at a moment that truly mattered
This shift turned what used to be a lost opportunity into a moment of connection and recapture.
Real results that prove the power of acting first
Within the first eight months of launching this system, The Money Store:
- Retained 54 loans that would’ve slipped away
- Recovered more than $25 million in loan volume
- Increased borrower retention
- Closed more loans
- Strengthened customer relationships
For a leaner lender that services most of its own loans, these results are monumental on their own. But it didn’t require a massive investment of time and resources or rely on a tech stack overhaul. It was a smart strategy built on reliable data, open communication, and the intuition of a talented team—executed with precision.
Data that once lived in silos now powers success
The Money Store didn’t just activate insights—they elevated them. What used to be buried in backend systems is now:
- Actionable
- Visible
- Timely
- Meaningful
Now, loan officers have access to the information they need and real-time alerts that allow them to engage past customers at critical moments and prevent opportunities from slipping through the cracks.
From the borrower’s perspective, they’re receiving proactive communications based on a real financial need. This is what it looks like when you put data to work.
A small team with big impact
You don’t need a small army and a blank check to pull this off. The Money Store accomplished this as a smaller, service-focused lender. They didn’t scale their success by throwing money and people at the problem. They scaled it by identifying the problem and implementing a simple solution that works for them and their borrowers.
Why The Money Store won the Game Changer Expy award
They didn’t just implement technology—they solved a problem the industry accepts as unavoidable. By changing the mindset and challenging the status quo, The Money Store was able to turn frustrating, reactive guesswork into productive, proactive retention.
This is an approach that other lenders will look to replicate because they proved that innovation isn’t about size—it’s about insight, courage, and action. The game might be the same, but the way we play it will never be the same. Congratulations again to The Money Store, the 2025 Game Changer. Expy Award winner.
NMLS ID #1019
