LoanPro partners Spring Labs on AI complaints tools

LoanPro has partnered with Spring Labs to add artificial intelligence tools for complaints and quality management to its lending platform. The first functions for LoanPro customers are expected in the fourth quarter of 2026.

The agreement gives lenders using LoanPro access to Spring Labs software that analyses customer calls, emails and chats, and automates follow-on workflows including complaint handling, disputes, quality assurance and quality control. LoanPro will remain the system of record, while the Spring Labs functions will sit within the existing platform rather than in a separate system.

The initial integration will support quality management and complaint workflows first, with credit, transaction and fraud disputes expected later. The arrangement is aimed at lenders, card issuers and fintech groups already operating on LoanPro.

Rhett Roberts, Chief Executive Officer and Co-Founder of LoanPro, linked the move to the growing focus on customer interactions in financial services.

"We believe the future of finance is highly personalized, and that means every customer interaction matters, including the complaints, disputes, and quality reviews that follow," said Roberts. "By incorporating Spring Labs' AI to our modern lending platform, we're giving our customers additional options to handle those interactions while keeping full control, all inside LoanPro."

The partnership brings together two established consumer finance technology companies. More than 25% of US households have a financial product on LoanPro's platform, according to the company, which serves financial institutions, corporates, non-bank lenders and card issuers. Spring Labs works with banks, fintechs, credit unions and servicing companies.

Embedded tools

Under the arrangement, firms using LoanPro will be able to adopt Spring Labs' complaint, dispute and quality management functions without installing a separate vendor platform in their technology stack. The move is intended to reduce reliance on manual processes in compliance operations, where complaint reviews and dispute handling can still depend on spreadsheets, sampling and human review.

Spring Labs said its software reviews customer interactions across supported channels and manages related operational workflows. Beyond the first functions going live on LoanPro, the platform also handles transaction and credit-reporting disputes under Reg E, Reg Z and the Fair Credit Reporting Act, along with fraud and identity-theft claim management.

Kevin Lewis, Co-Founder and Chief Revenue Officer of Spring Labs, said the tie-up would bring automation to a part of lending operations that often remains labour-intensive.

"LoanPro modernized the lending core with an API-first platform that gives lenders the flexibility to launch and service multiple credit products at the speed today's market demands,," said Lewis. "The compliance work that follows customer interactions, like complaints, disputes and QA+QC, can still involve spreadsheets, sampling and manual review. Because LoanPro is built to be configurable, its customers can bring AI-powered automation to these workflows through the platform they already know and trust."

Operational focus

The companies are positioning the integration around operational risk and compliance work rather than front-end customer acquisition. That includes reviewing service interactions, logging complaints, managing investigations and supporting internal quality checks without adding staff.

For lenders, the move reflects a wider shift toward using artificial intelligence in back-office functions, where rising volumes of customer communications and tighter regulatory scrutiny have increased workloads. Embedding these functions into a core servicing platform may also appeal to firms that want to avoid moving data between multiple systems.

Spring Labs said its platform delivers 97% accuracy and can be implemented in weeks, with annual returns of 5x to 10x for direct customers. The company cited those figures as part of the rationale for making the tools available through LoanPro's installed base.

LoanPro, founded in 2015, provides software covering the loan lifecycle from origination to repayment, including payments, underwriting workflows, and collections management. Spring Labs focuses on operational risk and compliance technology for financial services groups handling regulated consumer interactions.

The first integrated functions available to LoanPro customers will cover quality management and complaints, with credit, transaction and fraud disputes to follow later.