Members Trust Company Reduces Account Processing Steps by 85% With Automation

Members Trust Company (MTC) manages trust and investment services for more than 65 credit unions and thousands of individual clients across the United States. Through these partnerships, credit unions offer trust and investment products to their members, while MTC administers the underlying accounts and records.

Combining the scale and capabilities of a national trust institution with the personalized, relationship-driven service of a boutique firm, MTC operates under strict federal oversight by the Office of the Comptroller of the Currency (OCC). Its 60 employees oversee more than 5,000 accounts — a lean structure that makes efficiency, reliability and compliance essential to maintaining client trust.

Despite its lean size, MTC’s growing client base and expanding account volume made manual, disconnected processes difficult to sustain. Employees stored tens of thousands of client records, such as account opening forms and trust agreements, in shared drives. This made information retrieval difficult, inconsistent, and prone to errors. “It was a challenge to locate the right documents quickly,” said Diana Begley, process architect at MTC. “We wanted a system that was more structured, reliable and easier to manage.”

When Hurricane Irma knocked out power across Florida, MTC recognized that its locally managed systems created risk for both business continuity and client service. MTC made the strategic decision to move information to the cloud to better protect client assets, maintain uptime and modernize operations. The company selected Laserfiche for its secure, accessible infrastructure and powerful automation capabilities. This would enable staff across the country to access records for its nationwide client base reliably and securely, even during a disruption.

MTC’s first goal was to improve accuracy and efficiency in two key areas of account management while maintaining strict regulatory compliance. Laserfiche automated its account opening and account request processes so that every document, approval and audit trail is captured and stored correctly.

Records management and metadata automation capabilities from Laserfiche keep these processes consistent and auditable. Each document is filed with complete metadata, making information easy to locate during regulatory audits and internal compliance reviews. Laserfiche also reduces manual errors and variability between departments.

These improvements allow MTC to maintain the personalized, relationship-driven service it’s known for, even as the company’s client base continues to grow.

Since introducing the Request Portal, MTC has processed more than 1,300 automated tasks, with full adoption still underway. Each process includes integrated notifications, approvals and filing, eliminating the back-and-forth emails and status checks that staff once handled manually. Staff report higher satisfaction and fewer errors, while clients experience faster turnaround times and consistent service. “Laserfiche lets our team focus on client relationships instead of administrative tasks,” Begley said.

To create a unified experience, MTC connected Laserfiche with other essential systems across the organization to create a unified view of client activity and documents:

Together, these integrations give staff and partners faster, more reliable access to client information. Digital signatures speed up document turnaround, while synchronized data ensures teams always work from the most accurate record. The result is a more connected client experience, with fewer handoffs and less manual work across departments. That means MTC can provide faster, more consistent service without losing the attentive client care that defines its approach.

As a result, MTC enjoys stronger business continuity, fewer interruptions and better scalability for future growth. “We have a reputation for reliability,” Begley said. “Laserfiche enables us to deliver on that every day.”

MTC continues to expand automation to additional account processes and explore new ways to leverage AI capabilities. The company plans to connect Laserfiche with its trust accounting system for straight-through processing. It is also looking to implement Intelligent Data Capture to handle incoming checks and invoices more efficiently.

Together, these connected processes create a consistent, compliant framework that supports growth and reliable client service. With Laserfiche, MTC can continue operating with the reach of a national firm while preserving the personal service that sets it apart.

“Laserfiche gives us the agility to scale without adding staff,” Begley said. “It’s helping us build a smarter, more efficient future for our clients and our team.”