Northpointe Bank Personalizes Consumer Banking Experience with Total Expert | Your money


Northpointe Bank, West Michigan’s 2 largest national lender, began using the Total Expert CRM and customer engagement platform to empower retail banking employees with relevant customer data to optimize the experience global consumer banking.

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Northpointe Bank has relied on Total Expert for the past three years in its home lending business and has now expanded into retail banking based on the positive results. Total Expert helped Northpointe loan officers personalize outbound communications with consumers, identify opportunities to cross-sell new loans and services, and improve customer retention while optimizing their business processes. Northpointe Bank has helped more than 134,000 families finance their homes since 2019, financing more than $38 billion in loans during that time and earning Northpointe Bank a 97% customer satisfaction rating in the first quarter of 2022.

“At Northpointe Bank, the customer is always at the center of everything we do, and we are continually working to provide a more personalized banking experience,” said Michael Winks, President, Lending and Retail Banking, Northpointe Bank. “A few years ago, we recognized the need for a solution that could simplify our communications with mortgage customers and free up time for our sales team to focus on more complex initiatives. We have seen firsthand what Total Expert has been able to accomplish and we want to leverage this platform to achieve similar results with our retail banking services.

Working with Total Expert, Northpointe Bank was able to establish more consistent and personal customer communications, automate customer journeys, and achieve 85% open rates on marketing. Total Expert’s intelligent automation means busy loan officers and customer-facing banking teams can focus on building strong customer relationships.

“We are excited to extend our partnership with Northpointe Bank to help drive customer growth and loyalty for its retail banking team,” said Joe Welu, Founder and CEO of Total Expert. “Northpointe Bank is a perfect example of how Total Expert’s modern, purpose-built platform can help teams develop lifelong customers. The company’s commitment to improving the customer experience through personalization and education is inspiring and has the power to change the entire banking experience. »

About TotalExpert

Total Expert provides data-driven CRM and customer engagement solutions purpose-built for over 175 modern financial institutions. The Total Experience Platform unifies data, marketing, sales, and compliance solutions to deliver a consistent experience throughout the customer lifecycle. Total Expert turns customer insights into action to increase loyalty and drive growth for banks, lenders, credit unions, and other financial services businesses. For more information, visit

About Northpointe Bank

Northpointe Bank, headquartered in Grand Rapids, Michigan, is a customer-focused company that provides home loans and retail banking products to communities across the country. Our mission is to be America’s Best Bank by bringing value and innovation to the people we serve. For the past eight years, Independent Community Bankers of America® has ranked Northpointe Bank as one of the nation’s top performing banks among approximately 5,000 ICBA member banks. Learn more at FDIC Member – Equal Housing Lender.

1. Northpointe was ranked as the eighth best performing bank in the country according to the S&P Global Market Intelligence rankings for 2020.

2. Inside Mortgage Finance ranked Northpointe Bank 40th in its Top 100 National Residential Mortgage Lenders based on its June 2020 Lender Survey, Bank Call Reports, Credit Unions and credit unions, SEC filings, corporate earnings, and agency MBS data.

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SOURCE: TotalExpert

Copyright BusinessWire 2022.

PUBLISHED: 05/03/2022 10:00 AM/DISC: 05/03/2022 10:02 AM

Copyright BusinessWire 2022.