Case Study: First Tech Federal Credit Union cuts time to close to 21 days and boosts loan volume with ICE Mortgage Technology's Encompass

First Tech Federal Credit Union reduced time to close from 30 days to 21 days with Encompass

First Tech Federal Credit Union, a Palo Alto–based lender serving technology employer groups with roughly $3.6B in annual loan volume, needed a lending platform that could deliver automation, scalability and configurability to support rapid growth. Their legacy system required hundreds of manual workarounds and could not keep pace with rising member expectations, prompting a search for a more reliable, efficient solution.

They implemented Encompass by ICE Mortgage Technology to automate workflows, trigger member notifications, speed onboarding and enable remote processing. As a result, First Tech increased funded loans from about 7,700 to 11,000 without adding headcount, raised loans per operations staff from 5.7 to 7.71 (≈+2 per person), cut time to close from 30 to 21 days, boosted NPS to 73 (up 13–23 points) and halved new-staff training time.

First Tech Federal Credit Union

Tamera Jette

Vice President of Mortgage Operations