Customer Success Story

LOS and Account Opening Solutions Boost Efficiency and Member Experience

See How Atlanta Postal Credit Union Grew Its Application Volume By 23%

Headquarters: Atlanta, GA
Branch locations: 13
Members: 102,000+
Managed Assets: $2.7 billion

The Challenge

Battling Staffing Issues, Bottlenecks, and High Application Abandonment

Atlanta Postal Credit Union (Atlanta Postal CU) faced a critical challenge — maintaining loan processing efficiency amid staff shortages in underwriting and processing teams. These shortages caused bottlenecks that risked delaying approvals, frustrating members, and potentially missing loan opportunities. Despite a reduced workforce, the credit union wanted to minimize member inconvenience and application abandonment. The goal was to implement a simple, efficient application process, clear communication, and proactive member outreach to keep them informed and engaged.

By leveraging MeridianLink’s diverse suite of tools and integrating them with cutting-edge solutions from their partners, we’ve significantly enhanced both the member experience and staff efficiency. This seamless approach empowers our team to excel in their roles and deliver exceptional service.

Desiree Hackett

Vice President of Consumer Lending, Atlanta Postal Credit Union

The Solution

MeridianLink One

Atlanta Postal CU selected MeridianLink^® Consumer, MeridianLink^® Opening, and several third-party integrated services from MeridianLink^® Marketplace, all part of the comprehensive digital platform — MeridianLink^® One — to streamline the application process from end to end. MeridianLink’s guidance and expertise during implementation resulted in a seamless integration and minimal downtime.

WHY ATLANTA POSTAL CREDIT UNION SELECTED MERIDIANLINK ONE

Application volume jumped 23% in the first year after dramatic enhancements to the front-end experience resulting from the WithClutch integration.

Instant approvals rose tenfold as Zest AI improved underwriting, increasing efficiencies significantly.

Enjoyed an enormous 90% uplift in efficiency, reducing member contact time from one day to four minutes.

The Results

Higher Application Volume, Instant Approvals, and Improved Member Communication

Atlanta Postal CU drastically increased application volume by 905 applications in just the first six months — a 15% year-over-year increase. This growth shot up to 23% after the first year, boosting application volume by 2,840 applications.

The credit union solved bottlenecks by automating document collection. It used Shastic’s Robotic Process Automation (RPA) solution to ask for necessary documents via text message, cutting down manual work, and improving efficiency by 90%, lowering member contact time from 24 hours to four minutes.

Atlanta Postal CU improved member engagement with MeasureOne™, a MeridianLink Marketplace partner. The integration made documentsubmission faster and easier by removing paystub upload and manual calculations, and putting reports directly into the loan application’s “documents” section. The credit union also increased instant approvals from 4% to 40% for all loan types and made the process smoother for members using an integration with Zest AI.