Comind.work
Investors Bank
Investors Bank logo

Application status tracking

Banking & financial services

About Investors Bank

Investors Bank was a full-service financial institution serving customers across New Jersey and New York with over 150 branch locations.

As a community-focused bank with $25+ billion in assets, they specialized in commercial lending, retail banking, and wealth management services.

Their commitment to personalized service and regulatory compliance made them a trusted partner for businesses and individual customers alike.

150+ branches
$25B+ assets
96+ years
2,000+ staff
Headquarters: Short Hills, New Jersey
Adopted Comind.work in 2020
Challenge illustration

The challenge

Verification steps tracked in separate systems

Opening a new account required multiple verification steps - identity checks, document collection, compliance review - each handled in different systems. Knowing where an application stood meant checking several places.

When customers called to ask about their application status, staff spent time piecing together information from different tools. Handoffs between branch staff and compliance officers sometimes caused delays.

Application status hard to find
Each step in a different system
Branch to compliance delays
Customer inquiries took time

The solution

Connecting verification steps into one view

Rather than replacing their core banking systems, we built connections between them. Each verification step - identity, documents, compliance review - now flows into a single view of application status.

We mapped how applications move from branch intake through verification to approval, then built tracking for each handoff. Staff can see all pending applications, who owns each step, and what needs attention.

Application status view

Every account application tracked from intake through each verification step to approval. Clear view of where each one stands.

Verification step tracking

Each step - identity check, document collection, compliance review - logged with ownership and expected completion.

Compliance queue management

Compliance officers see their pending reviews in one place, prioritized by deadline and risk level.

Business results

The results

Same-day answers, faster approvals

Staff can now answer customer status inquiries in seconds instead of minutes. The information is in one place rather than scattered across systems.

With clear visibility into pending work, compliance officers process reviews faster. Most retail accounts now receive same-day approval compared to the previous 3-5 day timeline.

The approach expanded to commercial accounts and other workflows where tracking multi-step processes across teams was needed.

Key features that made the difference

Unified application view

All pending account applications visible in one place - which step each is on, who owns it, and when it is expected to complete.

Impact:

Processing time reduced from 3-5 days to same-day for most retail accounts.

Verification step coordination

Each verification step tracked with clear ownership. When one step completes, the next person is notified.

Impact:

Fewer applications stalling at handoff points between teams.

Customer inquiry response

Staff can pull up any application and see exactly where it stands - no more checking multiple systems to answer a question.

Impact:

Status inquiries answered in seconds rather than minutes of searching.

"

When a customer calls about their application, I can pull up the status in seconds. Before, I would have to check three different systems and piece it together. Now everything is in one place.

"

— Branch Operations Manager

Branch Operations Manager, Investors Bank