We have experience
of devising specific products for lenders, acting as their preferred sole
supplier as well as contributing to the development of panels.
The
market is in a constant state of flux. This, coupled with new legislation,
makes it imperative that firms can act decisively and quickly to support
lenders’ own business plans.
We are used to working within Service Level Agreements and our record shows us
as being a “top-rated” firm. Our technology allows electronic loading of new
instructions and on-line updating to our lenders’ systems: this minimises key
entry error and provides virtual real time management information.
Technology, whilst important, is only one part of the answer. Our dedicated
lender teams are fully experienced in dealing with the products offered by our
clients and are, unlike many commodity operations, skilled in dealing with not
only with “fast track” but also transfers of equity and cases involving deeds of
postponement for other charges. Our internal training is second to none and
involves both formal training and personal mentoring to ensure that our staff
are able to handle all types of case efficiently and with the quality of service
our clients expect. This gives us the ability to add value to our clients’
business and reflects their values. Quality does not mean sacrificing
turn-around. We are aware that many loans fail to complete owing to delays. Our
turnaround times are measured constantly and we offer industry best levels of
performance, being in the top three for all our lenders and in pole position on
two of those panels.
We are
always looking to find innovative solutions to our clients need. We are
one of only a handful of firms to own and operate our own
client telecom
support centre which is housed at our Yeovil
head office. The CTS team have the benefit of a state-of-the-art
call-centre system providing detailed management information and statistics.
The team sit with our fee-earners and are integrated with them, including full
access to our case management system.
For further
information on our services to lenders contact Angela Thompson or Chris May on
0845 345 3131 or email to
a.thompson@bplaw.co.uk
Our lender client had an established
relationship with one sole practice servicing its “fees free” offering.
Following an extremely successful new product the solicitor was unable to
cope with the demands upon it. We were able to step in and, within the
space of less than two weeks, train a team, devise new processes and
reconfigure our case management system to accept an influx of new work
including 250 cases on one day alone. Burning the midnight oil is
something we’re used to: in this case our efforts paid off with an
established relationship with that lender and providing it with improved
capacity.
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