Specialist short-term lender Hope Capital has launched a new division to strengthen its portfolio management operations and deliver more tailored and effective loan servicing.

The updated structure introduces two dedicated teams focused on loan ‘support and relations management’ and ‘resolutions management’, ensuring a more streamlined and efficient approach.

The Loan Support and Relations Team will manage loans from completion through to redemption. Each borrower will be assigned a dedicated relationship support specialist who serves as a consistent point of contact, offering personalised and ongoing support across all their projects. This ensures quick responses and effective solutions to any questions during the loan term, involving handling facility increases and extensions, managing and releasing refurbishment funds throughout the project, and assisting with the borrower’s chosen exit strategies.

Additionally, owing to the new structure, Hope Capital can continue to release refurbishment funds within 24 hours, resulting in even faster access to capital.  

The Resolutions Team will work closely with borrowers who are experiencing difficulties in exiting their loans or facing delays in doing so. The team will offer proactive support to help navigate challenges and deliver the best possible outcomes for all parties involved.

Hope Capital’s portfolio management team is led by Jemma Wood, who has been with the lender for six years, bringing a wealth of experience in portfolio management.

Jemma Wood, Head of Portfolio Management, said: “Our goal is to deliver a best-in-class loan servicing experience that sets a new benchmark in the short-term finance market. 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.”

In line with the expanded function, Michelle Powell has been promoted to Senior Relationship Support Specialist. Since joining in 2024, Michelle has quickly made a positive impact, delivering outstanding service to both borrowers and the business.

Jonathan Sealey, CEO at Hope Capital, commented: “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.”