CASE STUDY and supports regulatory obligations while delivering measurable performance improvements.
About United Community Banks
United Community Banks( UCB) is the financial holding company for United Community, a top 100 US financial institution offering banking, wealth management and mortgage services. As of December 31, 2024, United Community Banks, Inc. reported US $ 27.7 billion in assets and 199 offices across Alabama, Florida, Georgia, North Carolina, South Carolina and Tennessee, in addition to a national SBA lending franchise and an equipment lending subsidiary.
In 2025, United Community became an 11-time winner of J. D. Power’ s customer satisfaction award among consumer banks in the Southeast and was recognised as the most trusted bank in the region.
For 8 consecutive years, American Banker has named United one of the Best Banks to Work For.
The bank also received five Greenwich Best
Bank awards in 2025, including national recognition for overall satisfaction in middle market banking.
Forbes has consistently listed United as one of the World’ s Best Banks and one of America’ s Best Banks.
What benefits are customers seeing so far with the solution?
United’ s small business customers, many of whom require fast and hassle-free access to capital, have already experienced measurable benefits:
• Faster access to funds – Qualified borrowers can receive funds in 30 minutes thanks to automated workflows replacing manual reviews
• End-to-end digital lending – Customers can apply, upload documents and e-sign online, with real-time updates providing full transparency
• Error reduction – Integration with Experian and other providers auto-populates data, reducing duplication and delays
• Personalised, consistent decisions – Automated underwriting ensures fair, policy-driven outcomes
• Seamless documentation – NOAA letters and closing packages are auto-generated and signed digitally, ensuring a paperless finish
The result is a digital-first, customer-centric experience that inspires confidence among small business borrowers.
What differences are United Community staff seeing with the implementation?
Internal teams across credit, underwriting, operations and compliance have also felt the impact:
The system also automates compliance with CRA, HMDA, Reg B and Reg O, offering:
• Auto-populated HMDA / CRA reports
• Audit trails for applications, fees and overrides
• Real-time dashboards for compliance teams
• Automatically generated NOAA letters distributed via SFTP
Results:
• Loan disbursals reduced from days to under 30 minutes for qualified applicants
• Processing speed doubled, enabling higher throughput
• Operational cost savings from automation
• Higher customer satisfaction through transparency
• Greater capacity to handle peak volumes
In short, United has deployed a future-ready platform that improves customer journeys, empowers staff
• Centralised operations – A unified interface supports all loan activities, eliminating system toggling
• Greater efficiency – Loan processing times are cut by more than 50 %, while dashboards and pipeline reports track performance and bottlenecks
• Smarter underwriting – Automated rule validation and exception reporting improve oversight, supported by built-in audit trails
• Faster onboarding – The guided low-code workflows reduce the learning curve for new employees and enforce policy consistency
• Compliance assurance – Regulatory documentation is auto-captured, pre-populated and included in reports, removing manual risks
• Boost in morale – Reduced administrative burden frees staff to focus on customer service, relationship-building and credit judgment
Together, these changes have created a more productive, engaged workforce capable of managing growing lending volumes without burnout. p
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