LSI is the financial service industry’s only true Member Experience company. We specialize in providing financial institutions’ communities with exceptional experiences, combining innovative technology with the human touch. For more than 32 years, our flexible partnership approach has allowed us to integrate seamlessly with your workflows, deliver Remarkable Experiences 24/7, drive higher resolution rates, and consistently achieve strong results – improving member and customer satisfaction. With LSI, you gain a true partner. See the LSI Difference.

We understand that forecasting volume and managing internal resources can be challenging. Have technology issues, outages, or rate drops ever driven more volume than expected? What happens when a team member leaves or multiple people call in sick on the same day? LSI acts as a reliable safety net, allowing you to scale support as needed. Instead of scrambling, you can leverage our team at a variable cost to capture opportunities, maintain service levels, and maximize every member and customer touchpoint.

Our approach is simple: consistent, member-centric communication drives results. We contact delinquent borrowers during the day, evenings, and on weekends to service them at their convenience. Our Payment Reminder and Full Collections programs engage members and customers early to prevent bad habits, understand their situation, design mutually beneficial solutions, capture payments live, and reduce the risk of accounts going further past due.

Being #AlwaysLIVE is an unwavering belief that members and customers deserve to access financial support at their convenience, not ours. It’s about being available 24/7 with a friendly, knowledgeable voice to assist with issues or loan needs. Every interaction is an opportunity to create Remarkable Experiences and build deeper relationships, which is the catalyst for growth and prosperity at your financial institution.

We take your data security seriously. Our systems are fully PCI DSS compliant, undergo regular SSAE 18 audits and meet all Credit Bureau security requirements. With advanced encryption and continuous monitoring in place, you can trust that your member and customer information is protected at every step.

Yes. LSI integrates with nearly all major Core Banking and Loan Origination System (LOS) platforms. We also perform functions in many of the leading Online Banking, Debit & Credit Card, Bill Pay, and other web-based systems.

Absolutely. Whether through webinar training, classroom skills training, or contact center and training consulting, our talented team is ready to develop your employees and elevate your service.

Providing world-class service is our specialty. Our formula is simple but proven over three decades:

1. Hire talented, service-focused employees.
2. Invest heavily in training through LSI Academy (7 weeks).
3. Deliver Remarkable Experiences.

The result? Exceptional service delivered in the name of your financial institution, consistently and reliably. It’s what we do best!

Yes. Unexpected events happen – winter storms, hurricanes, technology outages, or even global pandemics. LSI can boost your disaster recovery plan to keep your financial institution connected to as many members and customers as possible.

“Connecting People with People” reflects our belief that technology alone cannot create exceptional experiences. Real relationships are built through human interaction, understanding, and empathy. LSI bridges the gap between your financial institution and its community by providing skilled, attentive team members who genuinely listen, respond, and resolve issues. Every conversation is an opportunity to foster trust, deepen relationships, and deliver Remarkable Experiences.

Yes. LSI leverages AI tools and automation to enhance, not replace, human interactions. This allows us to streamline tasks, reduce errors, and free our team to focus on meaningful, personalized member and customer support.

Yes. Training doesn’t happen in a one-time session. Our approach includes ongoing coaching, refresher courses, and performance feedback. This helps maintain high service standards, adapt to regulatory changes, and continuously develop your team’s skills.

Definitely. Whether it’s contact center agents, sales team, or branch employees, our programs are customized to role, experience level, and business objectives. This ensures that each team member receives the most relevant and actionable training.

Yes. Our team is trained to walk members through different loan products and explaining features and terms, in clear, easy-to-understand language. We help your community make informed decisions that align with their financial goals.

Yes. LSI uses a comprehensive, member-focused approach to evaluate interactions. We review calls, chats, and emails to ensure compliance, accuracy, and exceptional service. This helps identify training opportunities, improve workflows, and maintain high standards across your organization.

Absolutely. Our U.S.-based team includes bilingual agents, enabling support in Spanish, so members and customers can communicate in their native language.

Agent-dialed calls from local numbers, combined with strategic evening and weekend outreach, increase contact rates and improve recoveries all while enhancing the Member Experience.

Yes. LSI provides credit risk management support, including Quality Reviews and Line of Credit Evaluations that identify risk trends early and help restructure limits proactively.

Credit unions and banks nationwide who are seeking member-first recovery, variable-cost staffing, and domestic, trained agents through LSI Academy.

We act as a first-party collector for your institution, display a local caller ID, work directly in your collections platform, and post real-time updates your team can see immediately. That keeps experiences consistent for members and customers.

Yes. We manage payment reminders at 10–29 days past due and handle full-service collections at 30–120 days with conversations designed to cure delinquency and keep relationships intact.

Yes. Our collectors work within your collections platform, capture notes, set follow-ups, and process payments using approved web systems. No batch lag, your team sees progress as it happens.

We are an extension of your team. Our agents are 100% U.S.-based, non-scripted, and trained through the LSI Academy to deliver Remarkable Experiences that build loyalty.

Yes. We expand your availability by up to 120 hours each week, so credit union members and banking customers can reach a live agent when it works for them. Stop working ‘Bankers’ hours!

We add capacity internally for forecasted surges and unexpected issues. Planned support includes conversions and M&A, while unplanned support includes IT outages, disaster recovery, and weather events.

We support major cores like Symitar, Fiserv DNA, Premier, and more.

Partners cite industry leading resolution rates, shorter wait times, and more captured opportunities across loans, deposits, and service requests, all at variable cost.

Credit unions and banks nationwide who are looking for #AlwaysLIVE coverage, overflow support, webchat, and member-first service.

We handle pre-funding quality reviews, borrower outreach, stip clearance, cross-sell when appropriate, and final disbursement. For indirect loans, we validate dealer packages and policy, then keep weekend pipelines moving with extended hours. All activity is documented in your LOS, so your team sees progress in real-time.

Speed and access win. Our agents work evenings, weekends, and holidays, contact borrowers quickly, and keep documents moving until funded. That cuts approved-to-funded turn times, reduces fallout, and lifts funding ratios, which supports loan growth and a better borrower experience at a variable cost.

Yes. We provide overflow coverage during periods of high demand and staffing challenges. With #AlwaysLIVE availability and LSI as your flexible partner, you can scale loan processing and funding support when volumes surge, then dial back when they settle, keeping labor expenses under control.

We work directly in your system and operate as a first-party extension of your team. Our team become experts in your workflow and document standards, post clear notes in your LOS, and follow your policies and timing, which keeps audits clean and handoffs smooth.

Dealers see fewer delays and faster greenlights, which strengthens relationships. Borrowers receive timely calls, clear next steps, and quicker disbursement. These moments build loyalty and reduce the chance of switching to another financial institution before funding.

Our funding support team moves from approval to disbursement quickly, with evening, weekend, and holiday coverage to keep pipelines moving. We document every step in your LOS, so your staff sees real-time notes, cleared conditions, and next steps. Performance reporting includes approved-to-funded turn time, contact rates, funding ratios, and fallout trends. You get clear SLAs, regular summaries, and a named point of contact, which makes results easy to track and conversations simple.

When a member or customer calls, our team verifies details and applies your underwriting rules when assessing the application. In many cases, we share the decision during the same call. Approvals are set up for closing, and every step is documented in your LOS, allowing your team to continue the process seamlessly.

We add availability across nights, weekends, and holidays. Many institutions are only open a small share of the week, so extending coverage adds meaningful capacity and reduces fallout from missed calls. You can also scale for spikes or staffing gaps without adding fixed headcount.

During a call to members or customers, we ensure that whichever product we’re offering fits their needs and goals, then, cross-sell!

We support mortgage application intake, borrower Q&A, disclosure coordination, third-party follow-ups, conditions management, and closing prep.

Yes. We operate as a first-party extension in systems like Mortgagebot, Encompass, and Mortgage Cadence, and then we follow your underwriting and compliance steps. Notes, tasks, and status changes are entered directly into your workflow, so your staff can see progress without duplicate effort.

Our variable-cost model supplements trained agents when applications surge (i.e., rate drops or strong marketing campaigns), during hiring gaps, or after disruptive events. We expand coverage quickly, including evenings, weekends, and holidays, then dial back as volume normalizes. Service levels stay steady, and the Member Experience remains strong.

Consistent borrower contact and clean processing raise pull-through. By coordinating documents, clearing conditions, and preventing stalls, institutions see higher funding ratios and faster app-to-close times. Your mortgage loan officers spend more time advising and less time chasing paperwork.

Yes. We assist with first-mortgage purchase and refinance pipelines, along with home equity lending. Our team adjusts scripts, disclosures, and status updates to match each product, ensuring clear communication and aligned member or customer expectations.

Buying a home is stressful. We keep applicants informed, offer practical next steps, and make it easy to reach a live agent when questions pop up. Combined with the documentation of accurate notes within your LOS and quick follow-through communication, this approach reduces anxiety and builds trust throughout the mortgage journey.

LSI specializes in providing financial institutions’ communities the best member experiences. We combine innovative technology with the human touch of our U.S.-based team. For more than 30 years, our flexible partnership approach allows us to integrate with your workflows, deliver Remarkable Experiences 24/7, and consistently achieve strong results, resulting in improved member and customer satisfaction. With LSI, you gain a true partner.

LSI specializes in providing financial institutions’ communities the best member experiences. We combine innovative technology with the human touch of our U.S.-based team. For more than 30 years, our flexible partnership approach allows us to integrate with your workflows, deliver Remarkable Experiences 24/7, and consistently achieve strong results, resulting in improved member and customer satisfaction. With LSI, you gain a true partner.

LSI specializes in providing financial institutions’ communities the best member experiences. We combine innovative technology with the human touch of our U.S.-based team. For more than 30 years, our flexible partnership approach allows us to integrate with your workflows, deliver Remarkable Experiences 24/7, and consistently achieve strong results, resulting in improved member and customer satisfaction. With LSI, you gain a true partner.

Being #AlwaysLIVE is an unwavering belief that members and customers deserve to access financial support at their convenience, not ours. It’s about being available 24/7 with a friendly, knowledgeable voice to assist with issues or loan needs. Every interaction is an opportunity to create Remarkable Experiences and build deeper relationships, which is the catalyst for growth and prosperity at your financial institution.

LSI specializes in providing financial institutions’ communities the best member experiences. We combine innovative technology with the human touch of our U.S.-based team. For more than 30 years, our flexible partnership approach allows us to integrate with your workflows, deliver Remarkable Experiences 24/7, and consistently achieve strong results, resulting in improved member and customer satisfaction. With LSI, you gain a true partner.

LSI specializes in providing financial institutions’ communities the best member experiences. We combine innovative technology with the human touch of our U.S.-based team. For more than 30 years, our flexible partnership approach allows us to integrate with your workflows, deliver Remarkable Experiences 24/7, and consistently achieve strong results, resulting in improved member and customer satisfaction. With LSI, you gain a true partner.

LSI tailors training to your institution’s products, policies, and service goals. We align scenarios, language, and coaching to fit the needs of your team and your members or customers so that your institution can lead the industry.

Programs can cover customer service, call center agent training, sales conversations, emotional intelligence, fraud prevention, and supervisor coaching. The mix depends on your goals, your team’s experience level, and the channels you support.

Yes. We build training tracks for onboarding, upskilling, and refreshers. New hires get a strong foundation, while tenured agents focus on consistency, confidence, and advanced conversation skills.

Yes. Training can be delivered virtually for remote or multi-location teams. We keep webinar sessions interactive and scenario-based so that your people can practice skills, not just listen to slides.

Yes. LSI’s training programs are built for financial services environments where accuracy, trust, and compliance matter. Content is shaped around real member and customer expectations and the pace of financial services work.

We tie training goals to the outcomes you care about, such as quality scores, first-call resolution, confidence on key call types, and coaching consistency. We can also recommend follow-up coaching rhythms to keep progress moving.

Call center consulting helps you identify what is holding performance back and what to fix first. LSI typically reviews workflows, staffing strategy, quality and coaching, and channel performance, then delivers a prioritized plan you can implement with your team.

Contact center consulting improves your current operation through assessment, recommendations, and training. Outsourcing shifts some or all contact handling to the LSI entirely.

Yes. Many improvements come from better call routing, clearer processes, and stronger coaching habits. A consulting engagement can also identify where variable cost support makes sense for overflow, extended hours, or seasonal spikes. Partnering with LSI enables your institution to provide better Member Experiences for your community.

LSI focuses on first-call resolution, quality outcomes, handle time, and response speed. We align metrics to your service goals and risk requirements to improve performance without sacrificing accuracy or empathy.

Yes. LSI supports service operations consulting across voice and digital channels, including web chat and email workflows. The goal is consistent service, cleaner handoffs, and faster resolution across every channel your members and customers use.

It depends on scope, but many engagements start with a focused assessment over a few weeks, followed by an implementation and coaching phase. LSI will size the plan to your timelines, staffing realities, and the outcomes you want most.