IT’S OUR ABILITY THAT MAKES US
ABILITY instils confidence. It reassures and it comforts. It’s the difference between uncertainty and success. At HML, our ability is yours.
As a market leader in financial outsourcing HML has 20 years experience managing customer accounts for some of the world’s leading financial institutions.
Click here to read more about the advantages of working with us:
Benefit from our experience and expertise
- Take comfort that our experience and capability in financial outsourcing is borne out of our commitment to building trusting and productive relationships with our clients and their customers
- Feel confident in the knowledge we have worked with over 50 financial institutions and their customers. We currently manage £46 billion of assets– amounting to nearly half a million customer accounts
- Benefit from our proven technological capability. We have a 100% success rate of migrating data transfers to and from our servicing platform. We can provide you with data extracts, an online reporting portal, access to detailed market analytics, imaging and workflow technology and unrivalled interface capability with your own platform
- Be reassured by our capacity to manage over 45,000 mortgage product variants, including flexible mortgages, fixed, capped, variable, Euro and Sterling products and equity release products. We administer both first and second charge residential and commercial mortgage assets
- Achieve long term competitive advantage by sharing and utilising our expertise in the management of your portfolio of customer accounts, including the use of lean management techniques and advanced optimisation tools
Access flexible and scalable solutions
- Engage with us to suit your needs – we have approximately 1800 employees based across 4 cross functional UK sites
- You and your customers will benefit from our flexibility and responsiveness - our staff are multi-skilled and our robust business operating model gives us the flexibility to manage activity fluctuations through our multi site strategy
- Utilise our capacity to meet your credit management needs as well as your customers with our team of over 500 credit management professionals
- Take advantage of our auto-dialler technology and enhanced workflow software to tailor your call campaigns more effectively based on borrower characteristics or historical behaviours
- Access our skill metrics approach to team management which allows us to proactively reallocate resources during peak times for contact with your customers
Achieve increased value and efficiency
- Reduce your fixed costs by working with us to move to a variable cost model - with the option for certain elements to be based on performance rather than unit cost
- Access a technology platform that has undergone a multi-million pound investment, giving you first rate functionality, control, compliance and stability
- Achieve enhanced operational results – on average we deliver at least 5% efficiency gains to our clients
- Allow your customers to be served by our 450 seat multi-site call centres which handle between 6,500 and 13,000 calls every day. 89% of calls are answered within 20 seconds, which is up by 11% in the last year
- Access focused resources – the loan-to-FTE ratio for our credit management teams has reduced by 20% over the last 18 months
Focus on risk and compliance
- Engage with a partner who is authorised and regulated by the FSA with a comprehensive risk management programme in place which ensures your customers will be treated fairly
- Manage your risk exposure using the benefit of our market experience and analytics. We can benchmark your data to highlight any inherent portfolio risks or potential risks
- Protect your exposure to the cost and risk associated with legislative and regulatory change
- Be confident your customers are in safe hands – the principle of Treating Customers Fairly is central to our culture, policy and processes
- Have the added security of knowing our award winning Business Continuity Plan structure, which spans three standby UK sites, is there to support you and your customers if required
- Be protected by a robust audit, risk and compliance framework which includes the production of an annual Statement on Auditing Standards 70 (SAS 70)
In short, we can help you make money whilst managing costs, workload, and risk.
When you choose on ability, HML is the obvious choice.
What the ratings agencies say about us...
"Continued investment in technology and implementation of various enhancements resulting in numerous process efficiencies particularly around contact centres."
"From our analysis, it is evident that HML has the resources in terms of people, systems, and premises to enable it to manage its growth targets, without compromising service."
"Experienced forward-thinking leadership focusing on growth and process efficiency."
"Strong IT and Reporting systems."
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