NBKC increased volume and customer satisfaction with direct-to-consumer model.
By Rajesh Bhat
NBKC Bank had an online mortgage experience problem. While borrowers were offered a digital mortgage application, it wasn’t a complete solution. Furthermore, the system had so many drawbacks that it created more headaches than it solved – the opposite goal of an online experience. It was clear that something needed to change for the Overland Park, Kan.-Based bank.