The strategy has been implemented to help customers successfully exit their bridging and development loans with the business during a challenging time for the industry and economy.
Deborah — who has built her career in customer services within the financial services sector — has been a consultant for Roma for the last three months, but will now be joining the lender on a permanent basis.
Deborah Chaplain, head of customer service and collections at Roma Finance
She was previously a consultant at Future Finance and, before that, was head of collections at Together, where she worked for 24 years.
“Being part of the Roma Finance team is a privilege,” Deborah commented.
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“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.”
Roma stated that, during the crisis, it had taken “significant steps” to evolve its customer services team to provide extra support to customers and partners, such as redeploying team members and proactively contacting borrowers to find out their individual circumstances and discuss options for additional support if required.
The lender has a policy to make lending decisions based on the borrower, as opposed to the property.
“I am delighted to welcome Deborah to the team,” said Scott Marshall, managing director at Roma Finance.
“She has already made a significant impact within 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.”