Relationship Managers are directly responsible for looking after a set of accounts that are in arrears. They carry out the collections role with a degree of personal responsibility and autonomy, allowing them to ensure that all our customers receive excellent customer service during the lifetime of their loan. They work hard to build a thorough understanding and an individual relationship with our customers. That’s why we call them Relationship Managers.
Case Managers take complete control of our customers journey from new application to funding. They are responsible for ensuring that all administration is accurate, documentation is compliant and that the right questions have been asked to ensure that affordability and sustainability have been correctly assessed. They act as a point of contact for new customers, offering great customer service.
Our lending decisions are made by people not computers, so our Underwriters build up a rapport with potential customers, exploring their needs and circumstances in depth. They follow a detailed income and expenditure, effectively questioning to fully assess affordability. They put our customers best interests at the heart of what they do, working with potential customers to identify the most appropriate product for their circumstances.