© 2019 Fannie Mae. All rights reserved. The Challenge In 2013, First Citizens Bank’s mortgage team transitioned from multiple systems to just one: Ellie Mae’s EncompassTM Lending Platform. It enabled loan officers to work efficiently, but their customers still encountered a high number of touchpoints. First Citizens Bank sought an updated process that would increase productivity and make the loan process even more efficient and user- friendly for both bankers and customers. The Solution Having heard positive feedback at various roundtables, First Citizens Mortgage Operations Manager Melanie Jackson became instrumental in a relaunch of Encompass that included an integration with the Desktop Underwriter® (DU®) validation service, a component of Day 1 Certainty®. After meeting with F

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