Roma Finance has appointed Deborah Chaplain to the role of Head of Customer Service and Collections. This brand new position and ‘new look’ department was created partly due to the Covid pandemic to enhance Roma’s already outstanding customer service.
Deborah has been a consultant for Roma Finance for the last three months and joins the business now, on a permanent basis, with an impressive history in customer service within the financial services sector.
The strategy has been implemented to help customers successfully exit their bridging and development loans with the business, through what is proving a challenging time for the industry and economy overall.
During the pandemic months, Roma Finance had already taken significant steps to evolve its customer services team to provide extra support to customers and partners. Team members were redeployed and proactively contacted borrowers, to find out their individual circumstances and to discuss options for additional support if required. Roma Finance is working with each customer individually to maintain favourable outcomes for all parties.
Roma Finance has a policy to make lending decisions based on the borrower as opposed to the property. Working with customers who have a real drive for success has proved to be a positive strategy and has created long standing relationships and repeat business.
“Being part of the Roma Finance team is a privilege – the company is so people focussed and this is really reflective of the service provided. So many customers come back to us time and time again and I am so pleased to be part of the team at this exciting time.”
Scott Marshall, managing director, Roma Finance, added:
“I am delighted to welcome Deborah to the team. She has already made a significant impact within the business and with the rapid growth of the business, this could not have come at a better time. I have never been more excited about the future of Roma Finance, than I am right now.”