Core Competencies
OUR CORE COMPETENCIES - CRITICAL TO CUSTOMER SERVICE
Our core competencies enable us to deliver the superior level of service today’s customers demand and our clients trust and invest in. They play a key role in how we operate as a business and are the cornerstones around which our quest for quality and continuous improvement is based.
OPERATIONAL DESIGN
The customer experience you strive for and your customers expect, means that we tailor processes so they reflect your values and standards. Operational design is crucial in today’s market and our secret to delivering it successfully starts with identifying what your desired customer experience looks and feels like, then working backwards, we create the processes to deliver it.
PEOPLE
HML has developed a culture founded on continuous improvement that cares for our clients and their customers. That's because HML people are carefully selected for their professional attributes and determined attitude. We're passionate about operating a right first time business that starts and ends with the customer experience. Through rigorous ongoing training with the National Outsourcing Association and the deployment of specialist skills, we ensure every one of our employees is ready for this challenge.
TECHNOLOGY
When it comes to technology, you want the peace of mind that functionality and flexibility can provide. We process hundreds of thousands of customer transactions a day as part of the various activities we carry out on the accounts we manage. And of course the security, reliability and stability of our technology is critical to maintaining a smooth and efficient service for our clients and their customers.
BUSINESS INTELLIGENCE
Having the right information at the right time helps you make better informed decisions. With the largest commercially available data pool of live residential mortgages in the industry, our MI and analytics capability is second to none. Insight on account and portfolio level performance, including arrears, attrition and repossession forecasts is at our fingertips and enables our clients to make confident and effective decisions.
AUTOMATION
Today's customers are increasingly demanding to access services when and where it suits them. Our automated telephony and online services enable them to do just that. Through cost efficient and secure solutions your customers are able to access their accounts and complete transactions, including payments, transfers or balance checks.
DATA MIGRATION
If you make a strategic decision to outsource the service and management of your mortgage, loans or savings, you need to be confident your data will not be compromised in the process. Our approach is tried and tested because we've seamlessly migrated customers from one owner to another on more than 200 occasions.
RISK AND COMPLIANCE
When complex financial regulations change or new ones come into effect, we’re ready to make the necessary adjustments to our operation. This helps your business be compliant with any legislative or regulatory changes and you can rest assured you’re dealing with a fully authorised FSA regulated entity.
