Thrive streamlines QC audits and creates transparency with ACES Quality Management

CHALLENGE

Thrive Mortgage’s outdated QC processes across both its servicing and origination lines of business left them struggling to keep up with exception and response tracking. Combined with the use of emails and spreadsheets, Thrive was unable to ensure consistent loan quality or efficiency. After experiencing tremendous growth with double the headcount, finding an automated solution to help the company grow while maintaining loan quality and increasing efficiency became imperative.

RESULTS

Since implementing ACES, Thrive Mortgage has:

• Kept up with state and agency guideline changes for both servicing & origination;
• Saved time and increased transparency by replacing spreadsheets and emails with an automated system;
• Gained tremendous efficiencies using standardized questionnaire;
• Streamlined capabilities to provide all areas of responsibility with reports to ensure consistency company-wide; and
• Created a culture of transparency and quality that benefits the entire organization.

Since going live on ACES, Thrive Mortgage has gained tremendous efficiency by using standardized questionnaires and the ACES CONNECT portal while also creating a culture of transparency and quality that benefits the entire organization.

Compliance Expertise

Because Thrive Mortgage has both servicing and origination channels across 42 states, it looks to the ACES system to ensure compliance with state and agency guidelines changes.

“The ACES Managed Questionnaires really streamline my day-to-day. Because we are in so many states nationwide, it’s easier for me to rely on ACES,” said Cooper Spencer. “I see changes in the questionnaires before my teammates and analysts see it, so I can go out and research it further, make sure it applies to us and make sure that my team knows what it means.”

The out-of-the-box questionnaires are also customizable. Thrive holds a monthly meeting with its auditors to discuss the questions, what needs to be changed and what needs to be improved to make the questionnaires reflective of its book of business.

Certification Program

Given the breadth and depth in which Thrive Mortgage leverages the ACES system, it was important for the company to have a Certified ACES Administrator as soon as the program launched in 2022.

“I wanted to become a Certified ACES Administrator because I wanted to be able to self-serve, and I wanted to be able to support my auditors as well as the origination staff and the servicing team,” Cooper Spencer elaborated. “It’s not an easy accomplishment to get that certification, but getting it has broadened my understanding of ACES.”

Transparent Communication

By leveraging ACES CONNECT, Thrive has reduced its reliance on email. Not only has this created transparency by enabling all parties to see communication, but it has also saved the QC team time every step of the way.

“I love the ACES CONNECT Communication portal,” explained Cooper Spencer. “It’s so easy to send out our exceptions, get those responses back, and then track that conversation back and forth. I’ve never used a portal for exception responses before, and I love it. I would never go back. It’s life-changing.”

Responsive Support

Between the highly available support team and the ACES Knowledge Center, answers to questions are just a click away, helping ensure Thrive always feels confident it can count on ACES.

“I love working with the ACES team. ACES Support is always very quick to respond and very thorough,” Cooper Spencer explained. “I couldn’t ask for anything better. I have recommended ACES to several partners across the industry. It meets all of our current and future needs. It’s just the easiest platform I’ve used in my quality control life. ACES has made my life so much easier from a QC perspective,” concluded Cooper Spencer.