Building Resilience: Acra Lending’s Blueprint for Non-QM Lending Success

The complexity of non-QM lending requires a strategic approach that combines innovation, efficiency and resilience. Acra Lending has positioned itself at the forefront of this sector by investing in its workforce, optimizing processes, leveraging cutting-edge technology and building a robust infrastructure. In this executive conversation, we take an in-depth look at how Acra Lending is improving its operations to better serve its customers and navigate the dynamic market environment. Using insights shared by Craig Timmins and Brian Jones, we explore the initiatives and innovations driving Acra Lending’s success in the non-QM space.

Improving peoplee

Zeb Lowe: How has Acra Lending invested in its staff to better handle the complexities of non-QM lending? Which training and development initiatives have proven most effective?

Craig Timmins: Here at Acra, we believe that a well-trained and cohesive team is essential for dealing with the intricacies of non-QM lending. To achieve this, we have implemented a unique pod structure for our operational staff. This approach allows repeat customers to interact consistently with the same team members, fostering stronger relationships and better communication. This exposure not only improves the customer experience, but also improves the efficiency of our employees, as they can quickly understand and respond to the specific needs of each customer. In addition to this structure, we provide ongoing training programs to ensure our staff remains knowledgeable and adept at navigating the changing landscape of non-QM lending.

Optimize processes

ZL: Can you describe the process improvements Acra Lending has implemented to streamline the origination and management of non-QM loans? How have these changes affected efficiency and customer satisfaction?

CT: We have made significant investments in technology to streamline our processes and improve both employee effectiveness and customer satisfaction. In January 2024, we updated our Loan Origination System and launched a new wholesale portal. These improvements have simplified the lending process for everyone involved. In addition, we have introduced an online valuation quality checklist, allowing our Underwriters to assess valuations more quickly and accurately. These improvements have not only increased our operational efficiency, but also improved the overall customer experience, making interactions with Acra Lending smoother and more satisfying.

Leverage technology

ZL: What role does technology play in Acra Lending’s approach to non-QM lending, and can you highlight recent technology innovations that have significantly improved your operations?

Brian Jones. : Technology is at the core of Acra Lending’s strategy for non-QM lending. We integrated intelligent applications and deeply connected services to gather comprehensive insights for smarter decision-making. Recent innovations include the implementation of TPO portals, warehouse management services, valuation analytics and AI-driven workflows. These improvements are intended to improve collaboration between our partners, customers and internal teams, ultimately maximizing the value we provide. By using these technologies, we have been able to streamline our operations, improve accuracy and provide our customers with a more efficient service.

Building a resilient infrastructure

ZL: How does Acra Lending ensure its technological and operational infrastructure is resilient enough to withstand market fluctuations, especially given the volatility in the non-QM sector?

BJ: Our infrastructure is built with resilience in mind, especially to withstand the volatility of the non-QM sector. We’ve made data-driven improvements to our loan origination system, making it event-oriented and intuitive. This allows us to perform multiple overlapping operational functions simultaneously, with minimal training. Furthermore, the flexibility and availability of our cloud infrastructure allows us to scale our operations efficiently and respond quickly to market changes. This robust design ensures that we can maintain high performance and reliability regardless of market conditions.

Craig Timmins is Managing Director/Head of Credit for Acra Lending. Craig has been involved in finance for over 30 years. While he held positions in sales, marketing and operations, Craig’s primary focus was credit and underwriting. Previously, Craig served as Vice President of Credit for Saxon Mortgage, Chief Credit Officer of People’s Choice Home Loans and Vice President of Credit for HomeXpress Mortgage. In addition, Craig worked for Promontory Financial Group and Grant Thornton and provided consulting work for regional and national banks.

Brian Jones is the Managing Director of Technology Business Solutions for Acra Lending and a transformational leader. Committed to innovation, he was an early adopter of cloud computing and has always believed that best in class is achieved with a technology-first vision. With nearly two decades of experience in mortgage lending technology, Brian’s achievements have cut across infrastructure through automation of lending processes. This, combined with its deep knowledge of mortgage lending workflows, regulatory compliance and emerging fintech, has proven to be a winning combination in its ability to deliver effective technology in origination systems and purpose-built TPO solutions for exemplary non-QM service delivery.