Hope Capital has stated that it has made “significant” upgrades to its service proposition for both brokers and borrowers.
The lender is promising faster turnaround times and a more efficient process, with enquiries responded to within one hour and an AIP issued within two hours.
The bridging specialist also says that the initial due diligence process will start immediately upon receipt of the application, while the welcome call with the borrower and formal terms issued within 48 hours.
Hope Capital says it has spent a significant amount of time reviewing customer feedback, market research, competitive analysis, as well as looking into internal capabilities, to ensure the new service proposition can be delivered.
Laura Carr, head of underwriting at Hope Capital, said: “Our newest proposition has been designed looking at the service concept, the service delivery system, and the service experience. It was essential for us to involve our team, brokers and other stakeholders in the process, to ensure we had valuable insights into our new way of operating.
“Last year was our most successful year for the business since we were established in 2011, which is why it is essential we continue this momentum by making even further improvements to support our brokers and clients.”
Recognising that there is a rich new range of opportunities to use technology to improve services and strengthen relationships, the lender has recently launched a brand-new mobile app and website, and is set to launch a broker portal in the near future.
Jonathan Sealey (pictured), CEO at Hope Capital, added: “The rise of online and digital lending has spurred a whole new set of expectations among brokers and borrowers. We are in the final stages of launching our portal and coupled with our app, are proud to be one of the very few lenders in the bridging finance market which offers these service.”
“As we roll out all of these new enhancements, we will be monitoring our performance closely to ensure expectations are being met, while identifying even further improvements we can make, if necessary.”
