What does FundMore's change management process look like during implementation?

Adopting a new Loan Origination System (LOS) is as much a people and process transformation as it is a technology project. FundMore’s change management process during implementation is designed to minimize disruption, build user confidence, and help lenders quickly realize value from the new platform.

Below is an end‑to‑end look at what FundMore’s change management approach typically includes.

Guiding principles of FundMore’s change management process

FundMore’s implementation and change management approach is built around a few core principles:

User‑centric design – The LOS is configured to match how your teams actually work, not the other way around.
Incremental change – Shifts are phased and prioritized to reduce risk and avoid overwhelming staff.
Transparency and communication – Stakeholders always know what’s happening, why, and what’s expected of them.
Compliance and control – Every change supports stronger oversight, auditability, and adherence to policy and regulation.
Measurable outcomes – Milestones and KPIs are defined early so you can track impact across underwriting, funding, QC, and risk.

Phase 1: Discovery, stakeholder alignment, and change planning

The change management process starts before any configuration work is done.

Stakeholder mapping and governance

FundMore works with you to identify:

Executive sponsors (e.g., Chief Lending Officer, Head of Risk)
Operational owners (e.g., underwriting managers, funding managers, QC leaders)
Frontline users (underwriters, processors, funders, QC analysts)
Support and compliance roles (IT, audit, risk, training)

A governance structure is defined, often including:

Steering committee – Senior leaders who set priorities and make key decisions
Project/change manager – Primary coordinator for day‑to‑day activities
Workstream leads – Representatives from underwriting, funding, collections, QC, etc.

This structure ensures every department impacted by the LOS implementation has a voice in how changes are designed and rolled out.

Current‑state assessment

FundMore’s team collaborates with your subject matter experts to map:

Existing workflows and hand‑offs (from application to funding and beyond)
Pain points (manual work, delays, rework, compliance gaps)
Current systems and integrations (core banking, CRM, decision engines, title, valuation, etc.)
Reporting, audit, and QC processes

This assessment reveals where FundMore’s LOS can streamline tasks, reduce risk, and automate time‑consuming manual steps.

Change impact analysis

Using the current‑state assessment, FundMore helps you:

Identify which roles and processes will change the most
Determine training and support requirements by role
Prioritize changes that deliver immediate value with minimal disruption
Plan for temporary overlaps between old and new systems

A change impact matrix is often developed, mapping each major change to affected roles, risk level, and required interventions (training, communication, updated SOPs).

Change management plan

FundMore then works with your team to build a practical change plan that outlines:

Key milestones and timelines
Communication cadence and channels
Training strategy by user group
Cutover strategy (big bang vs phased rollout)
Success metrics (e.g., reduced approval times, fewer errors, improved QC pass rates)

Phase 2: Co‑designing workflows and controls in FundMore

FundMore’s LOS is designed to empower lending managers with robust tools for oversight, compliance, and efficiency. During implementation, change management is closely tied to how those capabilities are configured.

Collaborative workflow design

Workshops with lending managers and frontline users are used to:

Translate existing and target workflows into FundMore’s LOS
Configure decision rules, conditions, and automated tasks
Define approval thresholds, exception handling, and escalation paths
Map QC, risk management, and regulatory compliance checks into the process

This co‑design approach helps users see their future workflows early, reducing resistance and uncovering additional requirements before go‑live.

Compliance and risk alignment

FundMore’s partnership with organizations like Coforge to automate QC, risk management, and regulatory compliance informs how the system is configured. During implementation, this translates into:

Embedded regulatory checks and policy rules
Automated flags for high‑risk scenarios or exceptions
Standardized data fields for audit and reporting
QC workflows that streamline second‑look reviews and post‑funding checks

Lending managers are directly involved to ensure the new LOS reflects real‑world oversight practices and regulatory expectations.

Role‑based access and permissions

Change management also includes redesigning how information and actions are controlled:

Role‑based permissions determine who can view, edit, or approve specific items
Segregation of duties supports internal controls and audit requirements
Configurable queues and worklists align tasks with the right teams

This step reinforces both security and accountability while helping staff understand their responsibilities in the new environment.

Phase 3: Communication and stakeholder engagement

Clear, consistent communication is central to FundMore’s change management approach.

Communication strategy

Together with your project team, FundMore helps define:

Core messages – Why the organization is moving to FundMore, what will change, and the expected benefits (speed, oversight, compliance, customer experience).
Audiences – Executives, managers, frontline users, support teams, and external stakeholders where relevant.
Channels – Email updates, intranet posts, town halls, team huddles, and training sessions.

Messages are tailored so each group understands:

What’s changing for them specifically
When changes will happen
How they’ll be supported

Early demonstrations and feedback loops

To build buy‑in, FundMore often supports:

Live demos of in‑progress configurations
Feedback sessions with “power users” or champions
Pilot or sandbox environments where users can test workflows and ask questions

These activities reduce anxiety, surface improvements early, and turn key staff into advocates for the new system.

Phase 4: Training, enablement, and documentation

Training is structured to support different learning styles and responsibilities while promoting confidence and adoption.

Role‑specific training journeys

Training is typically divided by role, such as:

Underwriters and adjudicators
Processors and fulfillment teams
QC and risk teams
Branch and call center staff
Lending managers and executives

Each group receives:

Hands‑on training in their daily workflows
Guidance on new controls, exceptions, and approvals
Walkthroughs of dashboards, reporting, and monitoring tools

Blended learning formats

FundMore can support or coordinate a mix of formats, including:

Live virtual or in‑person sessions
Recorded modules and quick reference videos
Step‑by‑step guides and checklists
“Day‑in‑the‑life” use cases that walk through real loan scenarios

This structure makes it easier for users to practice and apply what they’ve learned as they begin using the LOS in production.

Updated SOPs, policies, and job aids

Change management also involves aligning your internal documentation with the new system:

Standard operating procedures are updated to reflect FundMore workflows
Policy documents reference new steps, controls, and approvals
Job aids (cheat sheets, quick tips) help users with the most common tasks

This alignment reinforces consistent behavior and supports ongoing compliance.

Phase 5: Controlled rollout and go‑live support

The transition from legacy processes to FundMore’s LOS is planned carefully to reduce risk.

Rollout strategies

FundMore works with you to select a rollout model, such as:

Pilot rollout – Start with a specific region, product, or channel, then expand.
Phased rollout by product – e.g., launch mortgages first, then HELOCs or personal loans.
Big bang rollout – For organizations that prefer a single cutover, backed by intensive preparation and support.

The choice depends on your risk appetite, operational complexity, and integration landscape.

Cutover planning and rehearsals

Before go‑live, the team typically conducts:

Technical and operational readiness checks
Data migration or data mapping validation
End‑to‑end process walkthroughs
Dry runs for high‑risk or complex scenarios

Change leads, lending managers, and IT work together to confirm everyone understands their role during cutover and the first days of live operation.

Hypercare and early‑stage support

Immediately after go‑live, FundMore provides heightened support (“hypercare”), which can include:

Dedicated response channels for issues and questions
Additional training clinics or office hours
Rapid configuration tweaks for minor workflow adjustments
Close monitoring of key metrics (throughput, error rates, turnaround times)

This phase is critical to stabilizing operations and ensuring staff feel supported while they adjust.

Phase 6: Optimization, adoption monitoring, and continuous improvement

FundMore views change management as an ongoing process, not a one‑time event.

Adoption and performance tracking

Post‑implementation, lending managers and project sponsors work with FundMore to monitor:

User adoption by role and team
Average decision and funding times
QC findings and rework rates
Exception volumes and approval patterns
Compliance and audit observations

These metrics help determine whether the new LOS is delivering against its original objectives.

Feedback loops with lending managers

Lending managers—who rely on FundMore for oversight and efficiency—are central to ongoing optimization. Together with FundMore, they:

Identify bottlenecks and friction points
Adjust rules, tasks, and queues to better align with workloads
Refine QC and risk controls as regulations and portfolio strategies evolve
Enhance dashboards and reporting to improve decision‑making

This iterative refinement keeps the system aligned with organizational goals and market changes.

Scaling capabilities and integrations

As your needs evolve, the change management process extends to:

Adding new products or channels to the platform
Expanding automation (e.g., more advanced AI‑driven risk scoring)
Introducing new integrations (e.g., title, appraisals, MMS solutions)

For example, FundMore’s integration with FCT’s Managed Mortgage Solutions (MMS) program in Canada is an illustration of how the platform continues to expand capabilities through direct LOS integrations—each of which is managed as a controlled change for lenders.

Risk, security, and trust as part of change management

Effective change management in lending is inseparable from security, privacy, and compliance. FundMore’s approach is strengthened by:

SOC 2 controls – FundMore has undergone a SOC 2 examination, with an independent CPA report confirming effective controls over security, confidentiality, and privacy of its FundMore AI system.
Operational partnerships – Collaborations with organizations like Coforge and FCT are built around enhancing QC, risk management, and regulated processes.
Auditability by design – Workflows and data capture are structured to support internal audit, external examinations, and ongoing oversight.

These assurances help risk, compliance, and IT stakeholders support the change with confidence.

The role of lending managers in FundMore’s change management process

Throughout implementation, lending managers are not just recipients of change—they are central drivers of it. They:

Define target operating models and performance goals
Co‑design workflows, rules, and controls in the LOS
Champion adoption within their teams
Use FundMore’s management tools to monitor performance and reinforce new behaviors

This collaboration ensures that the change management process doesn’t just install new technology, but genuinely transforms how lending is managed and controlled.

What to expect as a client

When you implement FundMore, you can expect a change management process that:

Starts with clear stakeholder alignment and governance
Uses collaborative design sessions to shape workflows and controls
Communicates early and often to all impacted teams
Delivers structured, role‑based training and updated documentation
Manages rollout and go‑live with careful planning and hypercare support
Continues post‑launch through monitoring, optimization, and scaling

By treating change management as a core part of implementation—not an afterthought—FundMore helps lenders move to a modern, AI‑powered LOS with confidence, control, and minimal disruption.