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MeridianLink & Glia partner to enhance loan origination with digital customer service

By Pavithra R

August 28, 2020

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Glia (formerly SaleMove), a leading digital customer service provider, has announced that the company has partnered with MeridianLink, a developer of multi-channel account opening and loan origination platforms, to bring Digital Customer Service to MeridianLink’s bank and credit union clients.

By integrating Glia’s modern communications and collaboration platform into the loan origination process, customers can communicate with institutions through their channel of choice: messaging, voice, video, or a combination of the three. Lenders can leverage advanced CoBrowsing to view customers’ screens and solve problems in real-time, arming borrowers with necessary knowledge to resolve roadblocks themselves in the future. The partnership expects to allow MeridianLink’s bank and CU clients to reduce friction, increase efficiency, and close more loans.

“We have digitized the loan origination process to make it easier for borrowers to complete themselves, but some will still have questions or need assistance. Setting it apart from providers we’ve previously worked with, Glia’s platform allows us to bring the human touch into the digital domain and seamlessly transition between channels, resulting in a better overall member experience. Plus, because our representatives can see exactly what the member sees and where they are in the process through CoBrowsing capabilities, we are saving time and making member service more efficient,” said Daniel Johnson, director of branch operations for NASA Federal Credit Union.

The collaboration with Glia will enable MeridianLink’s financial institutions to provide a convenient lending experience, eliminating the authentication time previously required for borrowers to ensure who they are and their problem. The integration aims to improve efficiency for the borrower and the financial institution allowing the institutions to foster strong, personal customer experience.

“The need to digitally transform financial services, including how banks and credit unions approach customer service, has become increasingly apparent this year. Our technology provides customers with a level of continuity and choice that has not previously been available, leading to easier, more natural interactions between borrower and representative. Plus, call times are reduced, and representatives are empowered to help multiple borrowers at once. We are excited about partnering with MeridianLink—together, we are helping banks and credit unions lower costs, strengthen loyalty and carve out a strong competitive edge,” said Dan Michaeli, co-founder, and CEO of Glia.

Established since 1988, MeridianLink is on a mission to democratize financial services technology and data so that clients can focus better on what’s truly important: their employees, customers, and communities.

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