A Playbook  for Small  Business Lending

The Small Business Lending Playbook is intended to be used by lenders to understand key “moments of truth” for the borrower throughout the application and lending process. Key moments of truth could be major moments in the process such as uploading business documents, key communication points, or, unfortunately, common borrower pain points that need to be resolved. Lenders who can view the entire life cycle in the small business lending process through their borrower’s eyes instead of from the perspective of their process and systems will ensure an elevated borrower experience. Lenders should identify the primary borrower interactions throughout the entire process, whether they currently exist or are touch points that need to be created because they do not currently exist.