When Covid-19 struck, United Trust Bank kept lending. When lockdown came, and despite not knowing what lay ahead or how long any disruption might last, we honoured our existing pipeline of cases and paid out the funding we had promised.
We swiftly implemented cloud solutions enabling staff to work effectively from home, keeping them safe and maintaining our high service levels. We began a program of regular and transparent communication to our broker base, and our Sales teams maintained contact with brokers through Zoom meetings. Brokers remarked that the transition to remote working was near seamless, such was the effort put into communication and service.
We created new streamlined processes and took advantage of fintech to make the application journey quicker and smoother. ID verification using our facial recognition app combined with passporting information to dual representation lawyers reduced administration time, removed duplication and the need for face to face meetings. We used automated valuations at every opportunity and maintained an active valuer panel throughout lockdown for loans where AVMs were unsuitable. Accreditation as a lender under the CBILS scheme has allowed us to support even more SMEs when they’ve desperately needed it.
Throughout this crisis UTB has demonstrated our commitment to supporting our brokers and customers. We have continued to lend throughout and underline our reputation as a lender brokers can rely on.
Against a backdrop of remote working, and economic uncertainty, we have continued to grow; achieving consecutive record months for enquiries received and new loans drawn.
But don’t just take our word for it…
Bradley Moore – Brightstar Financial
“UTB have never operated a ‘tick box approach’ and they continue to offer a dedicated and bespoke approach to underwriting whilst maintaining first class customer service throughout the customer journey. We are passionate about working with people who care as much about excellent customer service as we do. UTB always work with the same passion to deliver the highest possible standards on every application.
As a business UTB have remained innovative. They have invested in growing their operation in terms of both staff and process. The investment they have made to understand new technologies, such as Nivo will help them and our market adjust to the future challenging times ahead.”
Vic Jannels – Impact Money Group
“Impact place great emphasis on the ability of bridging lenders to be able to work outside a restrictive framework in order to secure deals. In both the regulated and non-regulated markets, this is where UTB has really excelled.
Appreciably direct and straight-talking, those we deal with on the team refuse to shy away from difficult conversations, but clearly lay out any challenges to work through together.
Overall, UTB has really stepped up its game in the past year to provide a quality template for other bridging lenders to follow.”