Customer Service

Our service model is hands-on with a high touch. We combine best-in-class products and services with rigorous consultation, training and anytime-anywhere support. Whatever the need, we promise unwavering client focus and unequalled service delivery. That’s how we win converts and build long-term relationships. But don’t take our word – we’re biased. Our clients’ words and actions speak for themselves.

What Our Clients Have to Say

“CRMa’s Concentration Analysis product has allowed us to take our Concentration Management process to a whole new level. This product allows us to look at our concentrations on a granular level and a portfolio wide level. The Dashboard feature puts all of our numbers into a format that is easy to understand. Our bank really likes the mapping function that allows us to see our concentrations from a geographic perspective. CRMa’s product has helped us to exponentially increase our knowledge of the concentrations within our loan portfolio. It will help us ‘write our story’ for bank regulators and for investors who have questions about concentrations and how they impact our bank’s overall credit risk. I would recommend this product for any bank that needs to better understand Concentration Risk in their loan portfolio.”

Ion Mixon
The First, A National Banking Association

“CRMa’s staff was very knowledgeable of the CECL guidance and requirements and their CECL estimate provided us with critical information to use to begin preparing for the implementation of this new guidance.”

Jon Gordon
SVP Risk Management Officer
Troy Bank & Trust

“CRMa’s Stress Testing services have been very insightful for our management in light of today’s banking environment. These services have also been very useful in terms of complying with external banking requirements.”

Scott Matthews
First Partners Bank

“We have worked with CRMa for years in providing us with stress testing of our loan portfolio, as well as assistance with our allowance for loan and lease losses model. They have proven to be a great partner for our bank and their products and services have been a great asset to all levels of our organization.”

Chris Colenzo
Director of SEC Reporting and Accounting Policy
Bank of North Carolina

“CRMa combines deep, traditional domain credit knowledge with state-of-the-art quantitative modeling—the best of both worlds.”

Scott Clark
Principal, Investment Banking
Sandler O’Neill + Partners, L.P.

“I just wanted to let you know how pleased we are that we made the switch to Credit Leader. It truly has transformed our business and increased our efficiencies. Your staff has been nothing but exceptional to deal with and been very patient.”

Peter A. Pequeno, II
SVP & Chief Lending Officer
Surrey Bank & Trust

“We contacted CRMa seven years ago to help us develop a lending manual and risk grading system. What a success. Since then, we've invested in CRMa's ALLL model, their loan and compliance reviews, and various high-relevance training sessions. Our relationship with CRMa has enabled us to more effectively manage credit quality and risk to increase the integrity of our portfolio. In today's complex compliance world, CRMa is a leader in lending regulatory compliance.

Moreover, CRMa delivers the highest work quality with excellent client communication, responsiveness and turnaround. Working with them feels like working with an internal team. They tailor products and services specific to our needs — not off the shelf.

Thanks CRMa.”

Jenny Ridgeway
Senior Vice President
Bank of Charlotte County (Virginia)

“At the inception of our bank in 2007, we determined that we needed a variety of credit risk solutions to fit our value-add personal service model and our envisioned credit culture. We chose CRMa as our partner because they understand our lending philosophy and could adapt products and services accordingly.

We utilize CRMa to provide an independent assessment and validation of our internal loan review program. Their highly skilled staff adds value beyond straight-up regulatory compliance, loan documentation and credit underwriting. We utilize their full suite of credit risk management products, including the CRMa Toolbox, CRM3 and Credit Leader, which are all tremendous loan platform assets that have assisted our bank to develop consistent underwriting and approval processes. The loan policy manual is individualized for our bank and is fully integrated with the underwriting platform and Risk Grade Model. The capture and tracking of loan policy exceptions is automated within Credit Leader and reports are easy to produce for board and regulatory reporting purposes.

I'm a believer in CRMa and their ability to help achieve a consistent underwriting approach and an optimal credit culture.”

Tim Day
Executive Vice President
Chief Credit Officer

“When we opened our doors in 2008, we were fortunate to have a group of talented and experienced loan officers that kept our credit-noses clean for several years. But in late 2010, we decided we wanted to create a more focused and consistent credit culture within the bank.

While we were not unhappy with our original loan review provider, we felt the need for a more robust loan review process and contracted with CRMa. We were very impressed with their professionalism and thoroughness and with the quality of their staff. We went on to invest in various other CRMa products to help us create a more consistent and rigorous credit program.

Currently, we're using CRMa's Toolbar and Credit Leader services, as well as their Cube reporting and ALLL modules. We're impressed with CRMa's services, staff and personal interactive style. Perhaps more importantly, we have enjoyed the favorable comments from our regulators with regards to our credit policies and procedures. I consider CRMa a valued partner and look forward to working with them in the future.”

William B. Young
Chief Executive Officer
Virginia Partners Bank

“We have enjoyed a relationship with CRMa for more than 10 years now. They continue to provide exceptional customer service and offer a wide array of products and services that help us protect and improve the quality of our assets. Our lending staff and our regulators accept and appreciate the transparency enabled by CRMa’s product line of credit underwriting tools.”

Shannon S. O'Donnell
Senior Vice President
Credit Administration
Auburn, Alabama

“I have worked with CRMa for many years in several challenging situations and have found they apply the highest level integrity and ethics to the assignments they are given.”

William J. Wagner
Managing Director
Financial Services Investment Banking Group
Raymond James and Associates

Customer Loyalty by the Numbers

CRMa’s business delivery model does not hold clients hostage by high switching costs or other barriers to exit. Our partners remain with us because they see, and realize value. In fact, we can say with forensic certainty that the growth of our company has always tracked our client retention and client referral rates. The numbers speak for themselves:

  • 95.52%  The historical percentage of our loan-review clients who renew contracts for additional loan reviews or other services*
  • 98.01%  The historical percentage of our clients—across all product and service categories— who renew contracts for recurring maintenance or other services*
  • 1989  The year since our primary form of marketing has been client referrals and word-of-mouth
*Does not factor client relationships interrupted by merger or acquisition.