A loan origination system (LOS) upgrade isn’t just about technology, it’s about transformation. Success depends less on configuration and more on your ability to lead a cultural shift. When leaders champion the vision, inspire buy-in, and communicate the “why,” adoption accelerates, disruption decreases, and the investment delivers its full value – not just for you, but for every borrower you serve.
If you’re planning a new LOS in 2026, here are six keys to leading this change with confidence:
1. Commit time to the process
Change leadership starts with time investment. A committed team with representation from all areas of lending is critical – not just for technical setup, but for building trust and clarity. Expect two to three hours a week of virtual meetings over six months. Treat this as a strategic initiative, not a side project.
2. Secure your project manager and stakeholder commitments
Your stakeholders aren’t just task owners, they’re change agents. Managing change of any kind requires teamwork and buy-in. Weekly engagement is essential for testing, validating, and confirming milestones. Acknowledge the disruption and support teams through it. When stakeholders understand the “why,” they lean in – even when it’s hard.
3. Set user engagement and adoption expectations
Technology adoption is a human process. Don’t assume employees will embrace the new LOS without clear expectations and visible leadership support. If expectations are not set up front, it could lead to low user adoption or an unwillingness to learn. Frame adoption as an opportunity to serve borrowers better – not just a mandate to learn a new system.
4. Select the right system administrators
System administrators are cultural champions. Choose people with bandwidth, influence, and a collaborative mindset. Selecting system administrators should be a strategic move, as their role goes beyond troubleshooting – modeling confidence and keeping momentum alive. Treat this as a strategic appointment.
5. Provide adequate training and documentation
Training builds confidence, not just competence. Show users not only how to use the system, but why their actions matter. Pair comprehensive documentation with easy-to-access formats so your team can find answers quickly. When people feel supported, resistance fades. User training should be comprehensive and show trainees not only what they need to do to be successful – but why their actions have an impact.
6. Have a realistic understanding of software capabilities
Transparency builds trust. Understand what your LOS can and can’t do – and communicate capabilities clearly. Overpromising creates frustration, while managing expectations reinforces credibility and keeps your team focused on what matters most.
Celebrating the Cultural Impact of Your Loan Origination System
After a successful implementation, celebrate!
Not just the go-live, but the transformation you’ve led. Share the story with your team and accountholders: why you made this change and how it improves their experience. That narrative turns a technology upgrade into a strategic win.
If you’re considering a new LOS in 2026, we’d love to help. Get in touch with a Jack Henry™ lending expert to start the conversation today.
.svg)
