by Origence

As member expectations rise and operational costs grow, credit unions across the country are rethinking their approach to efficiency—and Consumers Credit Union is showing what’s possible. Based in Kalamazoo, Michigan, the $2.4 billion credit union has long been an established leader in indirect auto lending. Recognizing the need to adapt to growing digital expectations and operational demands while preserving its commitment to quality service, leadership saw an opportunity to modernize.

Challenge: Manual document processing

The traditional “stare and compare” approach to reviewing funding packages was creating slowdowns, inconsistencies, and unnecessary staffing costs. For a high-performing credit union serving more than 146,000 members, that kind of friction had the potential to limit indirect lending growth.

Solution: Automating for speed and scale

The credit union implemented document processing automation (DPA)—an AI-powered solution designed to significantly reduce the need for manual document review. Instead of flipping through stacks of paper or rekeying data by hand, team members can now rely on automation to:

• Identify and sort over 100 document types used in indirect auto lending
• Extract key data from varied formats
• Generate a consolidated loan summary for quick review
• Automatically alert dealers about incomplete documentation

By streamlining the process, the system not only reduced errors but also gave staff more time to focus on member service and complex exceptions.

“We’ve created a process where funders no longer need to open and review every single document,” Kosak said. “The system evaluates document completeness, allowing our staff to focus on higher-value activities.”

Quantifiable results, measurable success

The impact was immediate. After adopting DPA, Consumers Credit Union saw measurable improvements across multiple areas:

• 2x processing volume: The average number of funded deals per funder jumped from 10 to over 20 per day, with one funder processing 40 deals in a single day.
• 30% time savings: Automated document stacking notably cut manual processing time.
• 70% faster onboarding: New team members achieved productivity more quickly with reduced training time.
• $210,000 in annual savings: The team now handles the same loan volume with fewer full-time employees—down from 6.4 to 2.8.
• 13% reduction in funding delays: Automated dealer alerts helped resolve issues faster, keeping loans moving forward in the pipeline.
• Improved accuracy: AI-powered checks within the automated system flagged dependencies more reliably than manual review.

Growing membership through indirect lending

Consumers Credit Union has long used its indirect lending program as a tool for reaching new members. With faster, more consistent processes, the credit union is better positioned to enter new markets without adding physical branches. Leadership now expects to bring in 21,000 new members this year—with half of that growth expected from indirect channels alone.

Automation has also improved the financing experience for dealers. By speeding up funding and keeping communication consistent, the credit union is strengthening its reputation with local partners, remaining competitive in today’s financing marketplace.

For credit unions still on the fence about automation, Kosak’s message is clear: “Get in early and get in fast. Those who hesitate may find themselves falling behind competitors.”

Why automation and AI matter

Consumers Credit Union’s story highlights the growing importance of AI in lending operations. As digital expectations accelerate, credit unions that modernize key processes—like document review and funding—will be better positioned to serve members, scale operations, and reduce costs.

By choosing to lead with automation and partnering with industry leaders like Origence, Consumers Credit Union didn’t just improve its internal workflows. It built a foundation for future growth, stronger partnerships, and better member service.