Case Studies

The Loan Store reduces QC bottlenecks and elevates exception management with ACES

COMPANY

The Loan Store is a premier wholesale mortgage lender dedicated to delivering exceptional service and innovative lending solutions to both brokers and non-delegated correspondent partners. With a robust product lineup and a commitment to seamless closings, The Loan Store empowers partners to achieve success in today’s dynamic mortgage landscape.

With a culture rooted in innovation and collaboration, the company brings together experienced professionals determined to build something exceptional, learning from past industry shifts and united by a shared vision to raise the bar in wholesale lending operations.

For more information visit, https://theloanstore.com/.

CHALLENGE

As The Loan Store experienced rapid growth, it became clear that manual quality control (QC) processes—initially effective for a smaller operation—could no longer keep pace. The company’s early workflows relied on spreadsheets for pre-fund, post-close, and due diligence audits, which posed significant limitations.

Specific challenges included:

  • Inconsistent exception handling due to freeform documentation
  • Limited ability to track trends and analyze data across audit types
  • Delayed response cycles due to manual audit workflows
  • Difficulty coordinating across departments as teams and volumes expanded

To maintain high standards and deliver on its promise of seamless closings and strong partner support, The Loan Store needed a solution that would centralize QC processes, provide real-time insights, and support long-term growth.

SOLUTION

Drawing on prior experience with the platform from the respondent side, The Loan Store’s Managing Director of Quality Control Thessel Jonas Hyango recognized the value of a purpose-built solution that could deliver consistency, transparency, and scale in supporting pre-fund, post-close, adverse action, and fraud reviews

“Reporting is what really stood out with ACES,” she explained. “The Business Objects reporting and ability to customize was the clincher for me.”

Key capabilities leveraged include:

  • ACES Managed Questionnaires, which ensure up-to-date compliance with evolving investor and regulatory guidelines
  • Action Plans for tracking discretionary sampling and remediation
  • Reporting for clear visibility into trends and gaps


RESULTS

Streamlined Implementation

  • Completed implementation in three months thanks to seamless coordination between internal stakeholders and the ACES implementation team
  • Clear milestones met month after month without disruption to daily operations
  • Dedicated ACES support team on hand throughout, ensuring launch success

Operational Efficiency

  • QC response cycles are now completed well ahead of 90-day audit deadlines
  • Real-time access to audit performance enables faster, informed decision-making
“There’s a lot less strain at the end of the month. It’s more efficient for everyone, and that transparency helps our whole business operate more effectively.”

Audit Consistency

  • Centralized platform eliminates inconsistent exception commentary
  • Automated questionnaires and controls improve reviewer alignment
  • Action items and audit history are easily traceable across the loan lifecycle

Solution Scalability

  • Flexible configuration supports evolving business lines, including non-QM
  • Plans underway to incorporate post-close and repurchase data tracking
  • QC team now operates as a strategic partner in The Loan Store’s growth, not just a back-end function
“This platform is going to allow you to reach all the goals you have set for your department.”

Improve Productivity And Quality While Controlling Costs And Risk

Request a demo