AI use cases for every department at your bank or credit union.

Applicant(s): Daniel James Whitford; Elena Marie Whitford
Product Interest: Mortgage — $393,750, fixed-rate first mortgage
Suggestion: Conditionally Approved
Approval Level: Manager (as entered on underwriting worksheet)
Gating Item: Obtain signed mortgage commitment package, title/tax/insurance confirmations, and down-payment proof from applicants/title company — unlocks final mortgage documentation and funding readiness.

Needs Verification

• Letter of employment and recent paystub for each applicant
• 2025 W-2s and federal tax returns for each applicant
• 90-day history for $131,250 down payment
• Title commitment and property tax certificate from the title company
• Homeowners insurance declarations page naming lender as mortgagee
• Signed credit life/disability insurance election or waiver

Basis for Suggestion

• Eligibility screen — no undischarged bankruptcy, age-of-majority issue, citizenship/permanent residency issue, or litigation disclosed (Qualifications/Conditions for Borrowing)
• LTV — 75.00% on $525,000 value; within 80% conventional maximum without mortgage insurance (LOAN / VALUE RATIO)
• Valuation — 60%-80% LTV requires a current appraisal; appraisal dated 07/15/2026 noted, confirm on file (Location and Marketability)
• Debt service — housing ratio 26.83% and DTI 31.76%, applicant-supplied as entered; within 28%/43% mortgage-origination maxima (Debt-to-Income Calculation)
• Credit — FICO 742 / 715, applicant-supplied as entered; above 620 threshold for conventional mortgage (Credit Requirements)
• Documentation — commitment, title, insurance, TRID disclosures, and employment verification required before closing (ALL MORTGAGES)

Approval Note: Preliminary suggestion only, based on self-reported and applicant-supplied figures. Final determination depends on policy-required verification of income, down payment, valuation/title position, tax status, and insurance/documentation completion.

I reviewed 1,248 borrowers and found 214 with a strong next-product fit. Here are the top five, ranked by fit and timing.

Signals behind the top picks

• R. Alvarez: mortgage balance down to 52% of the home’s value, two credit card balances over $9,000, and a HELOC promotion that ends Dec 31
• Pinecrest Dental LLC: 40+ outgoing ACH payments a month made one at a time, and average balances up 35% this year
• J. and M. Osei: $61,000 sitting in savings at 0.40% and a maturing auto loan freeing up cash

Next step

The full list of 214 is ready to download as a spreadsheet, sorted by branch and loan officer.

Memo: Instant transfers in the mobile app and Regulation E

Short answer. Yes. Instant transfers are a new electronic fund transfer service, so members need disclosures for it before their first instant transfer. A change-in-terms notice is also required if the change adds a fee.

Analysis

• New service disclosures. When an EFT service is added to an existing account and its terms differ from the initial disclosures, disclosures for the new service are required before the first transfer (12 CFR 1005.7(c)).
• Fees. Any fee for an instant transfer must be disclosed with the service (12 CFR 1005.7(b)(5)).
• Change in terms. If existing terms change in a way that adds fees or tightens transfer limits, members get written notice at least 21 days before the change takes effect (12 CFR 1005.8(a)).

Internal policy

Deposit Disclosure Policy §4.2 requires Compliance to approve the new disclosure and the in-app consent screen before launch.

Sources: Regulation E, 12 CFR 1005.7 and 1005.8; Deposit Disclosure Policy §4.2.

Draft response: IT-07 Quarterly User Access Review

Control description. Each quarter, system owners review user access to the core banking system, online banking admin, and Active Directory privileged groups. Access no longer needed is removed within 10 business days, and the review is signed off by the Information Security Officer.

Most recent test. Q3 review completed Sept 24. 1,862 accounts reviewed, 37 removals, all within 10 business days. No exceptions.

Evidence

• Q3 access review workpaper, with sign-off (attached)
• Removal tickets IT-4471 through IT-4508 (evidence log, Q3 folder)
• Q2 review and sign-off, for comparison (evidence log, Q2 folder)

Prior responses

This matches the response accepted at the 2025 examination (AR-2025-031). The only change is the addition of online banking admin to the review scope in Q1.

Suggested initial response

Thank you for reaching out, and I’m sorry about the surprise fee. I can see the debit card purchase posted before your deposit was available.

Since this is your second overdraft this year, I’m able to waive this one as a courtesy. You’ll see the refund within one business day.

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Suggested next step

Offer overdraft protection linked to the member’s savings account, so a transfer covers the next shortfall instead of a fee.

Suggested next step reply

To help avoid this next time, I can link your savings account for overdraft protection. If your checking balance comes up short, we’ll move the difference from savings automatically, at no cost to you. Would you like me to set that up?

Source

Fee Waiver Policy §3.1: one courtesy waiver per 12 months for members in good standing.

Suggested response

Congratulations on the deposit. You mentioned your car loan. Do you know what rate you’re paying on it? Some members find that refinancing with us lowers their payment and lets them keep that money in savings instead.

Why an auto loan refinance could help this member

• Keeps their cash available: they don’t have to spend the deposit on a payoff, so it stays put for emergencies or other plans
• Can lower the rate and payment: members who financed through a dealer or another bank often pay more than our current auto rates
• Flexible terms: they can shorten the term to pay it off sooner, or lengthen it for a smaller monthly payment
• No prepayment penalty: they can still pay the loan off early with the deposit later, if they choose
• Everything in one place: the payment can come straight from their checking account here, with automatic payments set up at closing

When to refer

If they want a rate quote or to apply, introduce them to a consumer lender the same day. Don’t quote rates yourself.

Source: Consumer Lending Product Guide, Auto Refinance (p. 12); Sales Practices Standard §2.

I split 86 complaints from March into 112 issues and routed each one.

Escalate now (4)

• #C-0317: member says they filed a complaint with the CFPB about a reversed mortgage payment
• #C-0342: overdraft fee the member says was never disclosed when they opened the account
• #C-0355: reversed ACH payment led to a late fee and a credit bureau report
• #C-0381: monthly maintenance fee the member says they were never told about

The full list of 112 issues is ready to download, sorted by team and urgency, with the complaint ID and category for each.

All 15 report items tie out to three GL deposits. One deposit is off by $0.03, within your $0.05 rounding allowance.

The math

Each deposit covers five report items: federal income tax, Social Security (employee and employer), and Medicare (employee and employer).

• 9/05: $7,402.16 + $1,985.06 + $1,985.06 + $473.06 + $473.06 = $12,318.40
• 9/19: $7,455.81 + $1,999.10 + $1,999.10 + $476.47 + $476.47 = $12,406.95
• 9/30: $7,519.44 + $2,015.83 + $2,015.82 + $480.05 + $480.05 = $12,511.19, against a deposit of $12,511.22

Exceptions

None over tolerance. The $0.03 on 9/30 is a Medicare rounding difference; no adjusting entry is needed.

They’re likely eligible for job-protected family and medical leave if they’ve worked here for at least 12 months and 1,250 hours in the past year.

What you need to do

1. Ask them to submit a leave request in the HR portal
2. HR sends the certification form within 5 business days
3. Don’t ask about the diagnosis; HR handles medical details

Pay during leave

They can use accrued PTO first. State paid leave rules may also apply, and HR will confirm which ones.

Executive update: week of October 5

Regulation

• The CFPB opened comment on a proposal affecting overdraft and NSF fee disclosures. Comments are due in 60 days; Compliance is drafting a response [1]
• The NCUA board approved a proposed rule on succession planning for credit union boards, with a 60-day comment period [2]

Commercial real estate in Franklin County

• Downtown office vacancy rose again this quarter, while industrial space near Rickenbacker stayed nearly full [3]
• Two downtown office towers were listed for sale below their last sale price [3]

New employers in central Ohio

• A semiconductor supplier announced a plant in Licking County with about 400 jobs, starting hiring next spring [4]

Why it may matter: fee disclosure changes affect deposit revenue projections; downtown office exposure is worth a closer look in the CRE portfolio; new employers bring payroll and new-resident account opportunities.

[1] CFPB · [2] NCUA · [3] Columbus Business First · [4] Federal Register

The 1-pager is ready to download as a PDF, formatted for the leadership packet.

Your screenshot shows the authenticator app on your new phone has no accounts set up yet. You can fix this yourself in about five minutes.

Steps

1. On your work laptop, go to the Security info page in your Microsoft account (you’re still signed in there)
2. Select Add sign-in method, then Authenticator app
3. On your new phone, open the authenticator app, tap +, and scan the QR code on your laptop
4. Approve the test notification, then delete the old phone from the list

If you’re not signed in anywhere

Open a ticket in the Access & Identity queue. Include your employee ID and whether you still have the old phone. The help desk will verify your identity by phone before resetting MFA.

Source: KB-0142, Moving Microsoft Authenticator to a new phone.

Here’s how to set this up in Microsoft Purview, starting in test mode so nothing is blocked until you’ve reviewed the matches.

Steps

1. Connect to Security & Compliance PowerShell with an account that has the Compliance Administrator role
2. Create the policy in test mode for Exchange, SharePoint, OneDrive, and Teams
3. Add a rule that detects U.S. bank account numbers and blocks sharing with people outside your organization
4. Review matches in Activity explorer for one to two weeks, then switch the policy to Enable

PowerShell script

Connect-IPPSSession

New-DlpCompliancePolicy -Name "Block account numbers externally" `
  -ExchangeLocation All -SharePointLocation All `
  -OneDriveLocation All -TeamsLocation All `
  -Mode TestWithNotifications

New-DlpComplianceRule -Name "Account numbers outside the bank" `
  -Policy "Block account numbers externally" `
  -ContentContainsSensitiveInformation @{Name="U.S. Bank Account Number"} `
  -AccessScope NotInOrganization -BlockAccess $true

Sources: Microsoft Learn, “Create and deploy data loss prevention policies” and “New-DlpComplianceRule.”