PORTFOLIO CASE STUDY — FIVE9 CALL CENTER INTEGRATION FOR LOAN ORIGINATION PLATFORM

Role: Strategic Product Leader / Senior Product Manager
Company: 5nine Software (platform integration partner) + Internal Loan Origination Team
Primary Platform: Five9 (cloud contact center)
Domain: FinTech, Call Center Technology, Loan Origination Systems, Enterprise Integrations

Executive Summary

This case study covers the design and delivery of a real‑time integration between the Five9 cloud call‑center platform and a home‑grown loan origination system (LOS).

The goal was to transform voice calls from isolated support interactions into fully connected financial workflow events—linking each call to a live loan application, customer record, and agent action history.

The result was a production‑grade call management layer embedded directly inside the loan platform, enabling faster underwriting decisions, higher conversion rates, improved compliance tracking, and significantly better agent productivity.

Business Context

The organization operated a high‑volume lending platform supported by a distributed call center responsible for:

• Inbound borrower inquiries

• Application assistance

• Document collection

• Underwriting clarifications

• Funding coordination

Before this project:

• Agents worked in Five9 while loan officers worked in the LOS

• Call data lived separately from application data

• Context switching slowed resolution times

• Compliance evidence was fragmented

• Managers lacked end‑to‑end visibility into borrower interactions

Problem Statement

Key challenges included:

• No real‑time linkage between phone calls and loan applications

• Manual borrower lookup during calls

• Inconsistent call disposition tracking

• Limited visibility into agent performance tied to financial outcomes

• Difficult audit reconstruction of borrower communications

• High operational friction for agents working across systems

From a product standpoint, the platform lacked a unified view of:

“Who called, about which loan, what happened, and what should happen next.”

Product Vision

Create a voice‑enabled financial workflow platform where:

• Calls automatically attach to the correct loan application

• Agents operate inside a single interface

• Call metadata becomes part of the financial record

• Compliance evidence is generated by default

• Product and operations teams gain actionable analytics

Solution Architecture (High Level)

Systems

• Five9 – Cloud telephony, call routing, agent desktop, call recording

• Loan Origination System (custom) – Borrower profiles, applications, underwriting, document management

• Integration Layer – API + webhook services

• Data Store – Call metadata + event logs

Core Integration Capabilities

• Real‑time call event ingestion (ringing, connected, ended)

• Automatic borrower matching via phone number and application ID

• Bi‑directional data sync (agent ↔ loan system)

• Call recording links embedded into loan records

• Disposition + outcome tracking

• Agent state and performance telemetry

Key Product Initiatives

1. Embedded Call Panel in the Loan Platform

Built a native call management interface directly into the LOS UI:

• Incoming call pop‑ups with borrower + loan context

• One‑click call controls (answer, transfer, hold)

• Live loan details displayed during conversation

• Inline call notes stored to the loan record

Impact: Eliminated system switching for agents.

2. Automatic Call‑to‑Loan Linking

Implemented matching logic using:

• Phone number normalization

• Active application lookup

• Session identifiers from Five9

Every call produced:

• Loan ID

• Borrower ID

• Agent ID

• Timestamp

• Call type

• Outcome

Impact: Created a complete interaction history per loan.

3. Compliance & Audit Trail Engine

Stored structured call metadata and references to recordings:

• Call duration

• Disposition codes

• Agent actions

• Notes

• Recording URLs

Impact: Simplified regulatory audits and internal quality reviews.

4. Agent Productivity & Operations Dashboard

Developed dashboards showing:

• Calls per loan stage

• Conversion by call outcome

• Handle time vs funding success

• Missed call rates

• Queue performance

Impact: Enabled data‑driven staffing and process optimization.

5. Event‑Driven Architecture

Designed integration using:

• Five9 webhooks

• REST APIs

• Asynchronous event processing

• Idempotent updates

Ensured:

• No duplicate call records

• Fault tolerance

• Horizontal scalability

Product Leadership Responsibilities

• Defined product requirements and integration scope

• Authored technical product specifications

• Led API contract design with Five9

• Prioritized compliance requirements with legal and risk teams

• Coordinated engineering across frontend, backend, and data teams

• Worked directly with call center operations leadership

• Led phased rollout and agent training strategy

Results & Business Impact

• Significant reduction in average call handling time

• Higher loan application completion rates

• Improved agent satisfaction and retention

• Faster underwriting cycle times

• Stronger compliance posture

• Improved executive visibility into call‑driven revenue

Skills Demonstrated

• FinTech platform product strategy

• Call‑center systems integration (Five9)

• API‑first architecture design

• Event‑driven systems

• Compliance‑aware product development

• Cross‑functional enterprise delivery

• UX design for operations teams

Why This Matters

This project demonstrates the ability to:

• Integrate payment‑adjacent and communications platforms into financial workflows

• Build reliable, compliant enterprise integrations

• Translate operational systems into measurable revenue impact

• Lead complex platform initiatives spanning multiple mission‑critical systems

These capabilities directly align with modern FinTech and B2B payments platforms where voice, workflow automation, compliance, and financial systems must operate as one cohesive product ecosystem.

Available upon request: integration diagrams, API schemas, and product requirement documents.