Case Study: NRL Mortgage achieves streamlined mortgage experiences, 13% higher pull-through and a 9.1 CSAT with Blend

NRL Mortgage collaborated with Blend to boost loan officer productivity, increase its pull-through rate, and improve customer satisfaction

NRL Mortgage, an independent mortgage bank operating in 48 states, partnered with Blend after struggling with a clunky point-of-sale experience and the operational complexity of running two POS platforms. Seeking to streamline borrower and loan officer workflows, NRL transitioned to Blend Mortgage and adopted Blend’s hybrid Close to replace fragmented processes and confusing disclosures that were hurting productivity and customer satisfaction.

NRL consolidated all users onto a single Blend platform, supported by virtual training from Blend’s enablement team, and now runs applications through closing inside Blend. The results include a 9.1/10 customer satisfaction score, a 13% higher pull-through rate on Blend loans, and loan officers using Blend (90%+) funding an average of 2.1 loans per month versus 1.3 for non-Blend loans—demonstrating measurable improvements in efficiency and borrower experience thanks to Blend.

NRL Mortgage

Matt Kovach

Chief Strategy and Transformation Officer