Case Study: United Federal Credit Union doubles business lending and streamlines loan operations with nCino Bank Operating System

United Federal Credit Union - Customer Case Study

United Federal Credit Union, headquartered in Benton Harbor, MI, is a member-owned credit union with more than 120,000 members and a multi-branch footprint. Facing rapid growth in member business lending, UFCU struggled with siloed systems, manual and paper-based loan origination, lack of real-time credit visibility, and the need to scale operations without disrupting front-line service.

UFCU implemented nCino’s Bank Operating System as a single, configurable front-end to unify member data, automate credit and origination workflows, enable paperless document management, and support CRM-driven referrals. The result: faster servicing, higher member satisfaction, and scalable lending growth—business lending assets rose from $94M to $216M and the loan-to-share ratio increased from 87% to 115%—all achieved without proportionally increasing staff.

United Federal Credit Union

Micheal Mortimore

Director of Loan Operations