Case Studies

PacRes Mortgage improves quality control accuracy by over 30% while decreasing non-compliance incidents by 25%

COMPANY

Headquartered in Beaverton, Oregon, PacRes Mortgage is a national boutique lender specializing in mortgage originations throughout the West for over 20 years. PacRes Mortgage is a customer-focused mortgage lender dedicated to helping individuals and families achieve the dream of homeownership by providing tailored loan solutions that align with their financial goals while ensuring a seamless and supportive lending experience. Their mission is to empower their clients with products designed to meet their unique needs, while equipping their employees with the tools and resources they need to succeed. For more information, visit: www.pacresmortgage.com

CHALLENGE

Before implementing ACES, Pacific Residential Mortgage (PacRes) relied on a manual quality control (QC) process that was time-consuming, error-prone, and difficult to scale. Loan audits and compliance checks were handled individually, which slowed down workflows and introduced inconsistencies in reviews, increasing the risk of overlooking critical defects or other issues. The manual system could not generate real-time reports or analyze trends, making it challenging to ensure consistent quality control and meet regulatory requirements. Additionally, cross-departmental efforts were prone to delays in processing and loan reviews.

SOLUTION

PacRes addressed the obstacles presented by its manual QC processes by adopting ACES, which automated and streamlined loan audits, improved accuracy in compliance checks, and significantly reduced the time spent on repetitive tasks. With features like real-time reporting, data centralization, and simplified workflows, ACES empowered PacRes to ensure consistent quality control across the organization, enhance collaboration between departments, and scale operations efficiently while minimizing the risk of human error and meeting regulatory standards.

"ACES has truly transformed how we approach quality control. It's an essential tool that has enhanced our accuracy and efficiency, allowing us to stay ahead in a fast-paced industry," says Yari Mercado, PacRes’ quality control compliance manager.

By choosing ACES Quality Management & Control® software for its growing QC audit needs, PacRes Mortgage has benefitted from:

  • ACES CONNECT® – Streamlined collaboration between departments, allowing PacRes to communicate and share updates in real time, which has greatly improved efficiency.
  • ACES REPORTING – Provides detailed, real-time insights into loan quality and compliance, with customizable reports that help us track key metrics and identify trends quickly.
  • ACES MANAGED QUESTIONNAIRES – Automates and standardizes assessments, ensuring consistency across audits and simplifying the process.
“These features have significantly enhanced our ability to manage quality control effectively and efficiently, contributing to our overall success,” says Yari Mercado. "With ACES, the ability to identify potential compliance issues has drastically improved. The platform’s real-time monitoring and reporting tools allow for the detection of discrepancies and red flags much earlier in the loan review process. This proactive approach has led to a reduction in costly corrections, as issues are identified before they escalate, minimizing the need for last-minute adjustments or rework."

RESULTS

Since implementing ACES, PacRes Mortgage has:

  • Improved the accuracy of quality control checks by over 30%, while audit errors have decreased.
  • Decreased non-compliance incidents by 25% through identifying trends and addressing potential issues proactively.
  • Significantly improved PacRes’ quality control processes, allowing faster and more accurate loan auditing.
  • Improved monitoring for regulatory requirements.
  • Reduced the potential for human error and increased overall consistency by automating tasks that were once manual.
  • Increased collaboration between departments with streamlined workflows, ensuring that all teams are working towards a common goal, ultimately leading to smoother operations.
  • Created a culture of transparency and quality that benefits the entire organization.

The implementation of the new platform has delivered significant and measurable results for PacRes Mortgage. Using ACES has brought several key benefits to our organization. It has significantly improved the speed and accuracy of their quality control processes, allowing them to audit loans more efficiently.

"The scalability of the new platform has positioned us to handle increasing loan volumes without compromising quality, further enhancing our capacity for growth and success in the industry. Overall, ACES has empowered us to meet compliance requirements more effectively and positioned us for continued success in our operations.”

Ease of Implementation

The 2023 deployment of ACES was smooth and efficient thanks to the ACES team keeping their promise that the platform would integrate into PacRes’ existing workflows without disruption.

“The training offered allowed our team to quickly adapt to the new system, making the transition feel natural. The go-live experience was equally positive; due to thorough preparation, we were able to start using the platform right away for real-time loan reviews. The ACES team was responsive to any questions or issues that arose, ensuring a successful launch. The ACES community has been a great asset."

The collaboration PacRes experienced between the ACES team and other ACES clients has proven to be a valuable resource that encourages continuous improvement.

Operational Excellence

The accuracy of quality control checks has improved by over 30%, while being able to proactively identify and address potential compliance issues has led to a decrease in non-compliance incidents by 25%.

Adoption and Satisfaction

Training, combined with the platform’s user-friendly interface, has contributed to high adoption rates within PacRes, with team members reporting improved ease-of-use as compared to traditional, manual processes. Satisfaction with ACES has been consistently positive, with feedback highlighting the platform’s ability to streamline workflows and simplify audits.

“Whether through feedback loops, user groups, or shared experiences, it’s clear that ACES is committed to evolving its platform based on the needs of its users. This collaborative environment has created a sense of partnership rather than just a vendor-client relationship, and it’s been an integral part of our successful use of the platform.”

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