How Lake Michigan Credit Union Modernized Verification Without Waiting for a System Integration

The Challenge: Manual VOE Was Slowing Everything Down

Lake Michigan Credit Union runs a large, diversified mortgage operation spanning first mortgage and home equity lending across Michigan and Florida. For Eric Schlagheck, VP of Mortgage Processing and Home Equity Lending, a core part of the job is identifying tools that remove friction for processing teams without compromising compliance or quality standards.

Income and employment verification was a persistent source of that friction. Manual VOE processes meant longer turnaround times, employer non-responsiveness, and inconsistent documentation. Processors were spending significant time (anywhere from 20 minutes to several hours per file) on employer outreach, form validation, and follow-up calls. That time could have been better used for the complex, exception-based work that actually requires human judgment.

LMCU needed a modern verification solution that could reduce manual touches, speed up cycle times, and deliver consistent, audit-ready documentation.

What Changed: A Standalone Workflow That Actually Works

LMCU adopted Truework through the web portal. Processors initiate and manage verification requests at the point when the VOE or VVOE is required, working within an interface that requires minimal training to adopt.

The web portal itself is simple and intuitive, making it easy for processors to initiate and manage orders with minimal effort. The interface is clean and self-explanatory, requiring very little formal training for new users.

Eric Schlagheck, VP of Mortgage Processing and Home Equity Lending, Lake Michigan Credit Union

LMCU built Truework into their standard workflow through clear internal roles, documentation, and training, making standalone access efficient and repeatable even without system-level automation.

Smart Outreach became central to the workflow. When the instant method didn’t return a result, Truework’s Smart Outreach team contacted employers directly, replacing the outreach tasks that processors previously had managed themselves. Truework’s outreach process leverages contact data from previous verifications to automate outreach where possible, reducing human intervention and increasing the rate of success. Over 12 months, Smart Outreach replaced more than 9,000 manual employer outreach actions.

The Impact: Faster Cycles, Fewer Interruptions, Better Member Experiences

The efficiency gains showed up clearly at the file level. LMCU saw verification cycle times improve by one to two days, a meaningful reduction in one of the most time-sensitive stages of underwriting.

Smart Outreach completed 82% of outreach tasks within 24 hours, with a medium turnaround time of 3.5 hours. Third-party verifications were even faster: a median turnaround of under one hour, with 96% completing within 24 hours. Across all Smart Outreach activities, LMCU’s processing team saved 739 hours of manual work over the course of the year.

From an operational standpoint, it also reduces rework, follow-ups, and uncertainty for processors. That allows the team to keep files moving and focus more attention on complex or exception-based scenarios rather than chasing documentation.

Eric Schlagheck, VP of Mortgage Processing and Home Equity Lending, Lake Michigan Credit Union

Truework also eliminated member involvement in the verification process entirely. Rather than asking borrowers to track down employment documentation or coordinate with their employers, LMCU’s team handles it through Truework, providing a cleaner experience for members and fewer interruptions during underwriting.

Freeing Processors for Higher-Value Work

With employer outreach off their plates, LMCU’s processors can redirect their time toward work that has a direct impact on pipeline health and member relationships.

Completing VVOE through Truework removes one of the most time-sensitive and interruption-driven tasks from a processor’s day.

Eric Schlagheck, VP of Mortgage Processing and Home Equity Lending, Lake Michigan Credit Union

In practice, that means more time for proactive pipeline management, more meaningful communication with members and loan officers, and a sharper focus on complex income analysis and quality-related reviews. The shift is from reactive documentation to chasing the higher-order work that processors are best positioned to do. 

Documentation That Holds Up

For a credit union operating under strict compliance and quality standards, verification documentation is a risk management concern, not just a workflow one. Truework’s audit- and compliance-friendly output supports LMCU’s quality control process and post-close review requirements, giving the team confidence that every verification result is clean, consistent, and defensible across processors.

I would describe Truework as a modern verification solution that meaningfully reduces friction in income and employment verification. It enables faster, more consistent outcomes while maintaining documentation quality, transparency, and operational control.

Eric Schlagheck, VP of Mortgage Processing and Home Equity Lending, Lake Michigan Credit Union

Outcomes

About Lake Michigan Credit Union

Lake Michigan Credit Union (LMCU) is a leading regional credit union headquartered in Michigan, serving members across multiple states with a full suite of consumer and business financial services. As one of the largest credit unions in the country, LMCU combines the scale and capabilities of a major financial institution with a deeply member-focused, people-first culture. The organization emphasizes exceptional service, employee engagement, and long-term financial wellness for its members, while actively investing in the communities it serves through volunteerism, sponsorships, and philanthropic initiatives that strengthen local relationships and drive meaningful impact.

Ready to simplify your verification process?

Join the thousands of organizations that use Truework to streamline and automate their verification process. Schedule a call to learn more at truework.com.