Residential

The client

Pepper was appointed to deliver third-party servicing on a performing loan portfolio comprising several thousand private dwelling, buy-to-let and personal loan customers.

Client objectives

The client required Pepper to manage the “business as usual” servicing of the portfolio on their existing platform while driving process efficiencies with a view to optimising longer-term performance.

Pepper approach

As the client wanted to retain its visibility with customers by using its own platform, Pepper had to develop a solution to accommodate two platforms and adapt an approach which suited the ongoing and changing needs of the client.

• Planning

Involved detailed scoping, including rehearsing the migration process and preparing the servicing team for the “go live” date.

• Communication

Ensured a rigorous plan to keep all stakeholders informed, including carefully managing customer relationships.

• Regulation

Gave careful consideration to all applicable requirements, including the CCMA and transfer of necessary loan documentation.

Deliverables

We delivered the transition programme within a twelve-week period, including system integration set-up and testing, migration of the loan portfolio, Residential Operations team training and transition to a business-as-usual operating model.