From confusion to clarity: How Leader Bank reduced escrow calls by 27%

Overview

Leader Bank, an entrepreneurial financial institution based in Massachusetts, is committed to delivering innovative banking solutions that meet client needs. The bank sought to enhance the experience for loan clients navigating the annual escrow adjustment process while also alleviating the burden on client service staff.

Challenge

Clients frequently inundated Leader Bank with phone calls to understand their annual escrow adjustments. Typical questions included why payments were increasing, how to pay shortages, and how to access escrow statements. Although the bank provided emails and FAQs, clients still required one-on-one support. The process was inefficient and resource-intensive.

Solution

Leader Bank leveraged the Digital Onboarding engagement platform to create a more personalized, data-driven campaign. The initiative included:

• Automated emails linked to personalized microsites tailored to each client’s escrow account
  
• Microsites displaying individual escrow shortages or surpluses, 12-month disbursement schedules, and payment options
• A call-to-action button enabling clients to make one-time payments directly through the microsite

Results

The initiative streamlined client communications and strengthened operational efficiency across key service metrics:

• Reduced inbound phone calls from escrow clients by 27%, as tracked by Leader Bank’s client service ticketing system
  
• Delivered clear, personalized information that improved client understanding and reduced confusion
  
• Saved staff time by lowering repetitive call volume

Impact

The campaign improved client satisfaction by providing timely, relevant information that empowered borrowers to self-serve. Leader Bank reduced operational strain while enhancing the overall client experience.

This is a win/win! Mortgage clients are getting the help that they need, and we are saving time and money by greatly reducing the number of phone calls that we receive. The Digital Onboarding platform helps us deliver highly personalized campaigns that clients truly value.”

Lindsey Rohan, First VP of Bank Innovation

Conclusion

Leader Bank successfully modernized its escrow adjustment communications by leveraging Digital Onboarding’s personalized engagement platform. The initiative reduced call center volume, improved efficiency, and delivered meaningful value to both clients and staff.