Client Case Study
Intercap Lending Modernizes Payment Tech
to Reduce Friction and Improve Service
The Background
Founded in 1978 and headquartered in Draper, Utah, Intercap Lending is a seasoned mortgage lender operating nationwide. With a team of approximately 250 employees, Intercap focuses its lending efforts on high-impact regional markets while originating between $150M and $200M in loans monthly. Known for its agile and customer-focused approach, Intercap continually looks for ways to streamline its operations and enhance the borrower experience — especially in areas like communications and payments.
The Challenge
Although Intercap had the ability to process debit card payments, the system was limited to internal agent use only, meaning borrowers couldn’t make payments themselves.
Key pain points included:
- No self-service payment option for borrowers
- Agents couldn’t store payment information, requiring repeat entry for each transaction
- Manual processes strained operations and increased customer service calls
- Limited ability to meet evolving borrower expectations around convenience and flexibility
To maintain its reputation for efficient, customer-centric service, Intercap needed a modernized, secure, and borrower-friendly way to accept debit card payments.
The solution
Intercap Lending turned to REPAY, leveraging its existing integration with ICE Mortgage Technology (formerly Black Knight) to introduce a more robust and automated payment experience.
Key elements of the solution:
- Seamless Integration: REPAY’s pre-built compatibility with ICE allowed for a rapid, low-friction implementation — no need to overhaul existing systems.
- Self-Service Enablement: Borrowers could now access a secure portal to pay via debit card without agent assistance, reducing friction and improving satisfaction.
- Automation Capabilities: REPAY streamlined the process by enabling recurring payments, realtime confirmations, and automated reconciliation.
- Compliance & Accuracy: By reducing manual entry and standardizing processes, Intercap improved data accuracy and minimized compliance risk.
The result
The impact of REPAY’s integration was immediate and transformative.
- Improved Customer Experience: Borrowers no longer had to call support to make payments — they could self-serve 24/7, on their own terms.
- Time & Resource Savings: Reduced call volume allowed customer service reps to focus on higher-value interactions.
- Consistency & Reliability: According to Nick Wier, VP Loan Servicing at Intercap, “Once you get something working, it never breaks.” The system’s reliability required virtually no ongoing troubleshooting.
- Stronger Tech Partnerships: REPAY’s performance reinforced Intercap’s strategy of partnering with top-tier vendors to drive innovation and operational excellence.
Conclusion
Through its ICE integration with REPAY, Intercap Lending successfully transitioned from a manual, agent-dependent process to a streamlined, automated payment experience. The results speak for themselves: greater efficiency, improved compliance, and a smoother borrower journey. This case underscores how the right technology partnerships can unlock meaningful business outcomes — and keep lenders ahead in a competitive landscape.