Ponce Bank
Solution Stack
FSC, MuleSoft, Fiserv, nCino
Business Units
Retail, Commercial Banking
Services
Advisory, Implementation
Timeline
23 weeks
A conversation with Carlos Naudon, CEO of Ponce Bank
Modernizing Relationship-Driven Banking
Ponce Bank is deeply committed to strengthening financial access in underserved communities—supporting families, small businesses, and local economies as both a CDFI and an MDI. As customer needs evolved, serving those relationships with speed and care became more complex.
Customer information lived across multiple platforms:
- Salesforce used for engagement and servicing
- Fiserv powering core banking
- nCino supporting origination
Teams lacked a unified view, leading to slower answers, limited insight, and inconsistent onboarding experiences. To better meet customers where they are, Ponce Bank partnered with Fortimize to unify data, streamline operations, and improve decision-making.
Problem
Despite having strong digital systems in place, service teams were forced to toggle constantly between Salesforce, Fiserv Cleartouch, and nCino—making it difficult to confidently understand Full customer, history, account, relationships, product, participation, and gaps.
This fragmentation slowed growth initiatives and impacted the community-first customer experience the bank is known for.
To sustain mission-driven expansion, Ponce Bank needed one connected operating layer.
Process
Fortimize integrated Salesforce Financial Services Cloud with Fiserv and nCino Deposit Account Origination via MuleSoft APIs. With real-time data flows and nightly validation:
- Branch teams can open accounts directly in Salesforce
- Advisors instantly see case history and product mix
- Data integrity strengthens compliance and reporting
- Customer engagement improves with tailored experiences
Results
By keeping the experience simple for frontline staff—streamlined layouts, minimal clicks, actionable insights—Ponce Bank gained efficiency without adding onboarding burden.
What began as a systems integration effort became a broader operational transformation: a single view for every customer, household, and business relationship.
Executive Outcomes | Operational Impact | Technical Shift |
|---|---|---|
Growth Without Headcount | Service Consistency | Data Governance |
Stronger Community | Less System Toggling | Real-Time Integrations |
Impact on Customers & Communities
Whether walking into a branch or applying for new services, customers now feel seen and understood instantly. Product recommendations are personalized. Onboarding is clear. Service waits are shorter.
The technology may be invisible, but the confidence it creates is felt in every conversation and every financial milestone. Ponce Bank continues to deliver on its mission—unlocking opportunities for individuals, small businesses, and neighborhoods that deserve frictionless access to financial momentum.
