America First Credit Union Achieves 100% eClosing Adoption

100% eClosing adoption for home equity loans

Every HELOC and HELOAN is closed through a Snapdocs-powered digital workflow—whether in-office, with a mobile notary, or via RON—ensuring consistency and efficiency across all signing types.

100 NPS score

Members gave AFCU’s home equity division a perfect satisfaction score, reflecting a best-in-class member experience.

Leading the industry in digital home equity closings

America First Credit Union (AFCU), one of the nation’s largest credit unions, serves over one million members across 131 branches. Long committed to innovation, AFCU partnered with Snapdocs in 2020 to digitize its mortgage portfolio. In 2022, AFCU extended this partnership to home equity loans—becoming one of the first lenders to fully digitize HELOC and HELOAN closings.

“It worked so well with our first mortgage loans, why not home equity?” shared Austin Coleman, SVP of Mortgage Lending. “We knew Snapdocs would help us build the right strategy and execute it quickly—and they absolutely delivered.”

Digitizing a manual, branch-based process for home equity loans

Before Snapdocs, every HELOC or HELOAN closing was slow, manual, and prone to errors. For example, members had to locate and travel to a branch, complete the signing in person, and then branch staff mailed physical documents back to headquarters for recording. AFCU needed a scalable, standardized workflow that could support its extensive branch network while meeting modern member expectations for speed and convenience.

Snapdocs eClosing transformed the process within just two months of launch. With Snapdocs:

AFCU members now complete most steps digitally, wherever they prefer, with only a quick branch signing step
AFCU’s internal team benefits from automated and standardized workflows, reducing errors and removing manual document handling
What was once a cumbersome appointment is now a five-minute, user-friendly process

“Snapdocs helped us tailor the platform to accommodate our branch setup, which saved us a lot of time,” said Austin.

As HELOC and HELOAN demand grows, AFCU is well-positioned to deliver loans quickly, accurately, and with a member-first approach.

Delivering a tech-forward, member-first experience across all loan types

AFCU has achieved 100% adoption of eClosings for both first mortgage and home equity loans, closing every HELOC and HELOAN through a Snapdocs-powered digital workflow. And 80% of home equity loans are completed as hybrid eClosings, meaning at least one or more closing documents are eSigned. This consistency simplifies operations and ensures every member receives the same streamlined experience, regardless of loan type.

“The feedback from our members has been phenomenal. Our NPS for home equity is 100, and you don’t see that often,” Austin noted.

Building a foundation for continued innovation

AFCU’s mission includes a strong commitment to leveraging technology—and extending that mission to the home equity division has helped AFCU stand out in a competitive market. With Snapdocs, AFCU has created a scalable digital closing strategy that supports growth and ongoing innovation.

“We’re just getting started,” Austin added. “We’ll continue to refine and automate our processes. And with Snapdocs as a partner, we know we can keep pushing forward.”

AFCU proves that even traditionally manual products like HELOCs and HELOANs can be digitized to deliver speed, consistency, and exceptional member satisfaction—setting a new benchmark for credit unions nationwide.