CSS Talks Home Equity Title & Valuation Services

With Michigan First Credit Union’s Lending Center Manager Matt Hloros
Group 246 (1)
What do you feel the "job to be done" by CSS is - for example, how does it help you achieve other business goals?
Tim Whitney-02 1 (3)
Well, it helps us speed along the process a lot. What I mean by that is, right now we're doing valuation products with you guys - appraisals, HVEs, PCRs, things like that. So, CSS has really been instrumental in helping us get from start to closing in a quick and efficient manner. Meaning, the reports always come back in a timely manner - whether it be title, flood, value, they're always there, they're always on time, and the ordering is really intuitive and easy. I mean, it's as soon as you set up the profile with some basic information, it's one click from there. So that makes it really easy. CSS has really helped us get from start to finish quickly.
Group 246 (1)
What does the efficiency CSS provides allow you to do? Does it free up more time or allow you to win more business?
Tim Whitney-02 1 (3)
Definitely - the faster turnaround CSS enables has let us accelerate our entire pipeline. With 100-150 home equity loans ongoing, we're able to close way more volume than before thanks to quicker valuation products like their HVE automated and hybrid appraisals. Where full appraisals once took 7-10 days, these faster options CSS offered take just 48 hours, speeding up our whole process. So we're definitely closing more loans and turning deals much faster with CSS streamlining the workflow.
Group 246 (1)
What specific features do you find most valuable about CSS and why?
Tim Whitney-02 1 (3)

The technology - the speed of the reports coming back, that's one. The support is great too - anytime I had a question, I was able to email Christian and he'd get back to me within an hour or two, usually instantly. So if there was some complex title issue I didn't understand, he could help explain it in a way I could then explain it to the member in everyday language. Not only does that make you guys look good, it makes us look really good because we can help resolve problems for our members.

The support on appraisals from Bill and others is timely too - whether disputes work or not, I get a good explanation of the appraisal price and comps so I can discuss them with members. And with CSS, I can talk to someone anytime - Sherri, Bill, Deneil, Christian - to get answers relayed in a way I can understand. That personal communication is really important. Any vendor we use would need to provide that level of responsive, relatable support.

Group 246 (1)
It sounds like thanks to the expertise of the CSS team, you're able to translate that knowledge to your customers which makes everyone look good in the process. Does that sound accurate?
Tim Whitney-02 1 (3)
Definitely, definitely. And the availability too - anything's turned around within a day. I never had to wait long to get an answer on something.
Group 246 (1)
If someone asked you for a recommendation on a vendor like CSS, what would you tell them and how would you recommend us?
Tim Whitney-02 1 (3)
I'd recommend CSS for the technology, support, ease of use, and quick turnaround times. But also because of the relationship we've built - Jerome visiting us shows he cares about clients, takes feedback, and makes improvements. So I'd emphasize you're not just a vendor, but a partner in this business that cares about your clients’ success. The relationship building is invaluable when you need a partner getting things done, not just a disconnected vendor.

CSS and Michigan First:

CSS and Michigan First Credit Union have enjoyed a long-term partnership since 2017, focused primarily on settlement services for home equity loans. CSS has provided MI First with a variety of valuation services, including appraisal management, hybrid appraisals, evaluations, and AVM/PCRs. We have also provided title only and JLP products, as well as flood zone determinations.

Client Background:

Michigan First Credit Union, founded in 1926 as the Detroit Teachers Credit Union, has been serving its members for nearly a century. With a strong commitment to education and community involvement, the credit union has grown to serve 175,000 members across the state. Michigan First continues to support its members and the communities it serves through its non-profit Michigan First Foundation, which funds scholarships and charitable initiatives.