Vice President Engineering

The moving day advantage: transform closing day into a loyalty moment. July 14, 2026 Mike Waterston Meet the partner: OneSource Solutions. OneSource Solutions is a utility concierge service that simplifies one of life's most stressful moments: setting up electricity, gas, internet, water, phone, home security, and other essential services after moving. OneSource handles the legwork by identifying providers, comparing options, and coordinating setup so homeowners can enjoy the excitement of their new home instead of stressing over the logistics. With over 1.1 million connections successfully completed, OneSource has built a reputation for taking chaos and turning it into peace of mind. The moving day problem nobody's solving for. For some lenders, closing day is the end of the journey. But for their customers, it's the start of a new chapter. There's joy in owning the keys. But there's also stress. According to research, nearly 80% of Americans rank moving as one of life's top stressors. As if scheduling showings, putting in offers, and finally signing the paperwork wasn't stressful enough - now borrowers have to figure out utilities, internet options, security systems, and more. And if they're moving to an unfamiliar area where they don't know the companies and providers, they'll be making dozens of decisions with incomplete information, juggling phone calls and online portals, and trying not to miss setup deadlines. The average homeowner spends 5-6 hours just coordinating these utilities. That's time spent on friction, confusion, and often overpaying for services they didn't adequately research or compare. Lenders might walk away with a closed loan and a satisfied borrower, but they miss a critical opportunity that has a short window: Post-loan engagement. This is your chance to turn a single transaction into a lifetime of loyalty. Why this moment matters for lenders. For years, the mortgage industry has focused heavily on the pre-close experience. That's where the relationship is built, where trust is established, and where communication is constant. But once the papers are signed, that relationship often goes dormant. That's a missed opportunity on multiple levels: Retention: Borrowers who feel supported through the entire process, not just the financing part, develop deeper loyalty. They're more likely to come back for a refinance, a HELOC, or a new purchase down the road. Referrals: Borrowers who enjoyed a smooth experience talk about it. When you go above and beyond to help them through the moving process, they're more likely to become advocates and refer you to friends, family, and colleagues. Competitive advantage: In a crowded lending market, showing up in the moments that matter sets you apart. It shifts you from being a lender to being a trusted advisor. The borrower's perspective changes from "they financed my home" to "they helped me through a major milestone." Lifetime value: Today's borrower is tomorrow's repeat customer. A first-time homebuyer who closes with you at age 32 may need a refinance at 41, a HELOC at 48, and a move-up purchase at 53. That's three separate mortgage opportunities where they'll need professional help - your help if you nailed the post-close experience. The problem: fragmented solutions, fragmented experiences. Some lenders have tried to solve this by offering hodgepodge perks - a moving company discount here, a home service coupon there. But those aren't solutions. They're band-aids. Borrowers don't want more options to manage. They want fewer things to think about. They want centralized, reliable, expert guidance on something they don't know much about - and they want it to come from someone they already trust: their lender. That's where OneSource comes in. What OneSource does. OneSource removes the friction from setting up home utilities by acting as a concierge between the borrower and providers. Instead of the homeowner calling around to figure out which company services their address, comparing plans, and coordinating multiple setup appointments, OneSource does it - all in one place. The service covers: * Identifying all available providers for a specific address (electricity, gas, internet, phone, home security, television, water, trash, etc.) * Comparing options and pricing in deregulated markets where choices exist * Securing exclusive discounts not available to the general public * Coordinating setup and activation so utilities are ready on or before move-in day * Saving borrowers 5-6 hours of coordination and often hundreds of dollars in optimized or exclusive pricing For lenders, the value is even clearer: borrowers save time and money, feel supported, and associate that positive experience with the lender who connected them. Over 1.1 million homeowners have used OneSource, and adoption rates among lender partners are consistently strong. Because it's not positioned as a "perk" - it's a genuine solution to a real problem that every homeowner faces. How Total Expert and OneSource work together. Most lenders know they should be staying engaged with borrowers after closing. The challenge is execution: how do you make it seamless, scalable, and actually valuable? The integration between Total Expert and OneSource answers that question. Automated outreach at the right moment Using Total Expert Journeys, lenders trigger a OneSource connection at the perfect time - typically 5-10 days before closing when the borrower is starting to think about logistics but hasn't yet begun the chaotic work of setting up utilities. The borrower receives an invitation to connect with OneSource, all contextualized within their communications with the lender. One-click access The borrower doesn't need to sign up for another platform or navigate a new website. They receive a direct link to their pre-populated OneSource profile, so the barriers to entry are near zero. They answer a few questions about their new address and service preferences, and OneSource takes it from there. Transparent outcomes As OneSource coordinates utilities and completes activations, lenders can see that engagement happening. When utilities are activated, when issues are resolved, when the borrower has saved money - that data stays visible in the context of borrower relationships, not in a siloed system. Continuous engagement The relationship doesn't end at utility setup. By bringing this service into Total Expert Journeys, lenders can sequence follow-up touchpoints that keep them connected as the borrower moves through the post-close window. A check-in on moving day. A referral prompt once utilities are stable. A follow-up six months later when the next major financial decision might be on the horizon. It's frictionless for the borrower and scalable for the lender. The lender advantage: from transaction to relationship. For lenders, the integration transforms closing from a transaction endpoint into a relationship milestone. Instead of handing off the borrower at the finish line, lenders stay present through one of the most stressful weeks of the entire home purchase process. The outcome: * Higher engagement: Borrowers see their lender as a partner in their entire home transition, not just the financing part * Stronger loyalty: When you help reduce stress at a critical moment, that relationship becomes emotionally charged - the good kind * More referrals: Borrowers who had a smooth, end-to-end experience share that story. They refer lenders who "really took care of them" * Repeat business: Top-of-mind borrowers come back. For refinances. For HELOCs. For move-up purchases. * Competitive differentiation: Most lenders hand off at closing. You don't. That distinction registers with borrowers The real competitive advantage: showing up when it matters. The lenders winning in today's market aren't the ones with the lowest rates or the most loan products. They're the ones building deeper, longer-lasting relationships with borrowers - and that starts with showing up in the moments that matter most. Closing day is special. But it's not the end of the story. It's a milestone in a much longer relationship. OneSource helps you stay present through what comes next. Total Expert helps you scale that presence across your entire organization. Together, they transform how lenders think about the post-close window - from a time to forget about the borrower and move to the next deal, into an opportunity to build the kind of loyalty that keeps customers for life. Ready to turn borrowers into lifetime customers? The Expert Partner Network connects you with solutions designed for every stage of the borrower journey. Schedule a demo to see how Total Expert + OneSource can help you stay connected where it matters most.

Total Expert targets lead response gap with new Lead Management tools. May 19, 2026 Enhanced capabilities aim to improve speed-to-lead, LO productivity, and borrower follow-up consistency Total Expert is expanding its Customer for Life Platform with a new enterprise-grade Lead Management solution designed for retail and hybrid lenders. The new system combines intelligent lead routing, automated borrower engagement, and full pipeline visibility into a single interface for LOs, aiming to help lenders convert more opportunities while reducing reliance on manual processes. "Modern lenders don't have a lack of leads problem; they lack consistent execution throughout the funnel," said CEO Joe Welu. "Disconnected systems and manual processes lead to inconsistent follow-through." Total Expert said the platform is designed to address speed-to-lead gaps and workflow fragmentation - two issues that have become more pronounced in a higher-rate, purchase-driven market where competition for each borrower is more intense. Key capabilities include: Get the NMP Daily Essential stories, every weekday. * Intelligent lead routing with instant notifications * Automated follow-up through personalized engagement "Journeys" * Pipeline visibility to track performance and identify bottlenecks * AI-driven prioritization using Customer IQ data * Integrated communication tools to reduce system switching The platform also integrates with Total Expert's AI Sales Assistant, surfacing high-intent borrowers and triggering automated outreach, including campaigns and AI-powered voice engagement. The company said early usage has been strong, with Lead Management seeing one of the fastest adoption curves among its recent product launches. According to Total Expert, originators are using the system as an operational tool embedded into daily workflows, rather than as a standalone CRM layer. "One of the biggest wins... is having everything in one place," said Alec Picinich, marketing manager at USA Mortgage. "Loan officers are often on-the-go, and... the ability to act instantly on a new lead is the difference between winning and losing that opportunity." For lenders, the focus has increasingly turned to: * maximizing ROI on purchased and referral leads * improving speed-to-lead performance * increasing recapture and repeat business * driving LO accountability and efficiency As acquisition costs remain elevated and refinance opportunities uneven, tools that improve follow-through - not just lead generation - are becoming central to production strategy. The release builds on Total Expert's recent rollout of Customer IQ, an AI-driven borrower intelligence platform designed to identify consumer intent signals and trigger automated outreach workflows. Together, the products reflect the company's broader push to combine borrower data, engagement automation, and sales execution into a single operational platform for lenders. Total Expert said future enhancements will include deeper integrations with LOS and POS systems, expanded support for purchased leads, and referral partner tracking and attribution.

Total Expert has announced an expanded Lead Management solution for its Customer for Life Platform, targeting retail and hybrid retail lenders. The enterprise-grade system combines intelligent routing, automated engagement and pipeline visibility to prevent missed opportunities and help originators prioritise high-value leads. The platform integrates with Total Expert's AI Sales Assistant and Customer IQ to streamline workflows and automate follow-up processes. Early results show strong adoption, with the product ranking among the company's highest adoption curves within two months of availability. USA Mortgage reported improved efficiency, with teams able to manage leads from a centralised view. Total Expert plans further enhancements including referral partner management, expanded integrations and enhanced routing capabilities. Since 2016, Total Expert has enabled over $7 trillion in funded loan volume.