Hope Capital has overhauled its portfolio management operation with the launch of a dedicated division aimed at delivering more responsive and tailored loan servicing.

The move comes as the short-term lender continues to expand its loan book and sharpen its support for borrowers and brokers.

Under the new structure, two specialist teams have been created – one focused on support and relations, the other on resolutions. The approach is designed to streamline the servicing process and provide clearer, more effective communication for all parties throughout the loan lifecycle.

SUPPORT AND RELATIONS

The Support and Relations Team will manage loans from post-completion through to redemption. Each borrower will be assigned a dedicated relationship support specialist, acting as a single point of contact across all their projects.

This team is responsible for managing facility increases and extensions, handling the release of refurbishment funds, and supporting borrowers through to their chosen exit.

The lender confirmed that refurbishment funds will continue to be released within 24 hours – a turnaround time it believes gives borrowers faster access to capital at critical moments.

RESOLUTIONS

Meanwhile, a separate Resolutions Team will work with borrowers who are struggling to exit their loans or are facing delays. The team will take a hands-on approach to navigate difficulties and secure positive outcomes for both client and lender.

The portfolio management team is led by Jemma Wood (pictured), who has been with Hope Capital for six years and brings substantial experience to the role.

“Our goal is to deliver a best-in-class loan servicing experience that sets a new benchmark in the short-term finance market,” said Wood, head of portfolio management.

“This change enables us to provide borrowers with a highly responsive, personalised service while also strengthening our broker relationships.

“By separating the servicing and resolutions functions, we’re enabling each team to focus on their area of expertise. This ensures that performing loans receive dedicated, high-quality support, while loans requiring intervention receive specialised guidance aimed at achieving the best possible resolution.”

PROMOTION

As part of the restructure, Michelle Powell has been promoted to senior relationship support specialist. Powell joined the lender in 2024 and has already established a reputation for delivering excellent service across the portfolio.

Hope Capital chief executive Jonathan Sealey said the lender is determined to differentiate itself in an increasingly competitive market. “As our loan book grows and the market becomes more competitive, we’re committed to standing out by enhancing the way we support our borrowers and brokers.

“Michelle’s promotion is thoroughly deserved, she’s consistently built strong relationships and delivered exceptional borrower experiences, which are vital to our continued success.”