Case Study: Chemical Bank achieves 10-day faster time-to-close, higher borrower satisfaction and increased purchase business with ICE Mortgage Technology (Encompass)

Chemical Bank Improves Operations, Enhances Borrower Satisfaction, and Grows Business

Chemical Bank, a Midland, Michigan–based bank with $18.8B in assets and $1.25B in annual loan volume, faced the challenge of unifying mortgage operations after a 2016 merger. Leadership needed to migrate the mortgage team to a new platform in nine months and improve operations to grow purchase business, attract top loan officers, and raise borrower satisfaction.

By implementing Encompass and automating manual workflows—e-signatures, e-delivery, e-packages, electronic appraisal delivery, earlier closing disclosures and upfront drive/report ordering—Chemical Bank cut turn times by 10 days, improved loan quality, and reduced origination costs. Within a year it closed $1.25B in production (70% purchase/new construction), rose from 8th to 3rd in Michigan purchase market share, achieved 95% borrower satisfaction and referral rates, generated $23M in cross-sell revenue, and attracted higher‑producing loan officers.

Chemical Bank

Tracey Grose

Vice President & Director, Strategic Initiatives, Underwriting & Construction Lending