MCAP is one of Canada’s largest non-bank mortgage lenders, operating multiple brands including MCAP Prime, MCAP Eclipse, RMG Mortgages, RMG-Eclipse, and MERIX/NPX.
Originations flow through the broker channel, but MCAP also manages a high-volume internal agent team focused on refinance, renewal, and retention. With 35 internal agents supporting 15+ brands, MCAP requires strong operational efficiency to scale effectively.
Because MCAP is not a direct-to-consumer lender, success depends on:
- Reducing time-to-contact
- Increasing retention and renewal conversion
- Improving operational speed and consistency
- Delivering accurate, underwriting-ready data
- Maintaining strong customer satisfaction
Finmo offered a modern, scalable platform designed for lenders operating across multiple brands and internal teams.
Time-bound interviews limited throughput
Internal agents spent 45–60 minutes per application call. Missed appointments reduced capacity.
3–6 week backlogs impacted retention
Borrowers often waited weeks for an interview slot, risking renewal drop-off.
Limited visibility across brokers and brands
Managing 35 agents across 15+ brands required navigating inboxes and spreadsheets.
Underwriters received inconsistent files
Borrowers often entered inaccurate income, employer, or address details. Underwriters spent time correcting information.
Volume grew without staffing flexibility
MCAP needed to scale operations without expanding its salaried team.
Finmo became MCAP’s primary intake and processing platform for all port and refinance business handled internally.
Borrowers complete applications on their own time in 15 minutes, rather than waiting for a 60-minute phone appointment.
Weeks of scheduled intake calls are now replaced with 40–100 completed applications ready to work at the start of each day.
Finmo gives MCAP a unified view of every active file and agent workload. Now anyone can step in, answer questions, and keep files moving when agents are away.
Borrowers upload documents through a secure Finmo portal. Agents review and approve them in one place, eliminating the risks of email, fax, or shared folders.
Finmo standardizes income, employment, property, and address fields so underwriters receive consistent, accurate information. This reduces manual corrections and speeds up commitments.
MCAP increased funded deals by 108% after implementing Finmo.
Daily agent throughput increased from five applications to more than ten per day.
Application intake time dropped from sixty minutes to just fifteen minutes.
Self-serve digital intake replaced the three-to-six week wait for appointments.
Higher-quality data now leads to fewer revisions and faster commitments.
Centralized communication supports faster processing and quicker commitments.
Scaling without new hires creates direct labour-cost savings for MCAP.
