About Fidelity Mortgage Lenders:
Fidelity Mortgage Lenders, Inc., based in Los Angeles, is a real estate and commercial lender with more than 50 years of experience and a large serviced portfolio. A long-tenured client of The Mortgage Office and one of its earliest adopters, Fidelity has scaled with the platform for over three decades. The firm combines active loan origination with in-house servicing on a single system, an all-in-one operating model that enables precise investor reporting, consistent borrower communications, and smooth cross-team coordination as the business continues to grow. Since 1971, Fidelity has focused on fast, flexible financing for commercial and non-owner-occupied residential properties, often stepping in on transactions traditional banks won’t do.
The Problem:
As Fidelity’s portfolio expanded, complexity increased around partially amortized loans and investor reporting cycles.
“Once you have 40-50 loans, you really should be using a system to manage everything. There’s so much going on…tracking insurance, taxes, you need the reminders.”
– John MacLean, Executive Vice President
The team needed a way to guarantee that funded loans moved from origination into servicing quickly, keep documents accurate across jurisdictions, and provide investors and borrowers with crystal-clear updates without chasing information across systems. The pressure was highest on investor relations, where staff must see a full investor portfolio in seconds and reconcile activity cleanly. Servicing in-house was strategically important to stay close to payoffs, tax and insurance issues, and refinance opportunities, but fragmented tools at the time made that harder than it should be. John summed up the risk when disparate systems are involved:
“When you’ve got different systems, if you’re originating in one place and you’re servicing in another, you need to make sure the loans that you funded actually make it into servicing, and that they make it in a timely manner.”
These challenges echoed the need for a single, configurable platform that could unify origination and servicing, standardize reporting, and streamline investor and borrower communication.
The Solution:
Fidelity implemented The Mortgage Office as an all-in-one platform to unify loan origination and servicing, standardize documentation, and strengthen reporting. When the opportunity arose, the team also migrated from TMO’s original desktop software to its cloud-based platform, expanding Fidelity’s use of more advanced origination capabilities, workflows, and custom documents. Moving to a cloud-basrd platform also gave Fidelity a more resilient infrastructure, with built-in data protection and disaster recovery that reduced operational risk and ensured business continuity. The single platform created a reliable pipeline from loan setup to servicing, strengthened portfolio-level reporting for investors, and gave teams a common source of truth. Fidelity was an early customer partner of TMO’s, together navigating new features to create a robust, flexible platform that serves the nuanced needs of private lending:
“Having that partnership to figure out how to get a special report or a special nuance to a loan…and having TMO make those changes…it’s been great.”
These configuration choices were made to keep servicing in-house, maintain direct control over investor and borrower relationships, and route all communications through a consistent, branded channel. In short, the solution was deliberately designed for automation-first operations, cleaner cross-team collaboration, and clearer communication as their portfolio continues to scale.
The Results:
With TMO, Fidelity tightened reporting accuracy and responsiveness, making it easy for staff to open an investor’s full portfolio, pinpoint the right loan, and provide status on others in the same call. Keeping servicing in-house delivers tangible commercial benefits: the team hears about payoffs earlier, spots portfolio risks faster, and coordinates with loan officers on potential refinances, without adding layers of third-party friction. On the communications side, Fidelity shifted from paper to email at a large scale, improving timeliness for borrowers and investors while cutting down on print and stamps.
“We ended up moving all of our borrowers to emailed statements and got rid of all the envelopes and postage.”
Using TMO also unlocked room to grow while strengthening relationships on both sides through operational discipline. Fidelity is now servicing over 570 loans ($330 million portfolio) with just three staff members.
“There are economies of scale with TMO. We could probably double our portfolio, and it wouldn’t cost that much more to do it. And that’s what we want to do.”
Together, these outcomes underscore why Fidelity continues to originate and service on a single system: stronger reporting, lower friction for borrowers and investors, and scalable operations anchored by an in-house servicing model. Across changing technologies and market cycles, Fidelity and TMO have evolved together, aligning product and practice to meet real-world needs.