Case Study: MutualBank achieves faster mortgage loan servicing and improved customer service with Nautilus from Fiserv

Nautilus empowers staff to increase efficiency and improve customer service

MutualBank, a $1.5 billion community bank in Indiana, faced slow, labor-intensive mortgage servicing because stored paper files required staff to retrieve and manually search loan documents. Although the bank already used Nautilus from Fiserv, it had been deployed mainly as an electronic filing cabinet and wasn’t reducing customer wait times or back-office effort.

Fiserv worked with MutualBank to fully deploy Nautilus—integrating it with the loan origination system and using Nautilus Document Import Processor to automatically import, capture, index and digitally store loan files—and helped design role-specific workflows with a dedicated enterprise content manager. As a result, loan inquiries are now handled in minutes instead of hours, manual file transport/printing/scanning/indexing have been eliminated, staff spend more time with customers, the bank can service more loans, and the efficiency ratio has improved.

MutualBank

Gary C. Kern

Chief Information Officer