Roma Finance has appointed Deborah Chaplain to the newly created role of head of customer service and collections.
The position and department were created partly due to the Covid-19 pandemic and to boost Roma’s customer service operations.
Chaplain has been a consultant for the lender for the last three months and has now joined the business on a permanent business.
During the pandemic months, Roma Finance took steps to reorganise its customer services team by redeploying staff members to other departments and contacting borrowers to see if support was needed.
Chaplain (pictured) said: “Being part of the Roma Finance team is a privilege – the company is so people-focused and this is really reflective of the service provided.
“So many customers come back to us time and time again and I am so pleased to be part of the team at this exciting time.”
Scott Marshall, managing director at Roma Finance, added: “I am delighted to welcome Deborah to the team.
“She has already made a significant impact within the company and with the rapid growth of the business, this could not have come at a better time. I have never been more excited about the future of Roma Finance, than I am right now.”
Shekina is the deputy editor at Mortgage Solutions and commercial editor at Mortgage Solutions and Specialist Lending Solutions. She has nearly eight years of experience in the B2B publishing market, having previously covered the hospitality, retail, pet, accounting and jewellery sectors.
Shekina has worked for Mortgage Solutions and Specialist Lending Solutions for almost five years. Here, she covers the market’s breaking news stories, engages with professionals in the sector, and oversees any commercially agreed content in partnership with mortgage-related companies.
This includes presenting webinars and hosting roundtable discussions on developing themes in the mortgage sector.
She is an NCTJ-trained journalist and was nominated for the Headline Money Awards Mortgage Journalist of the Year in 2021.
In her spare time, Shekina likes to read, travel, listen to music and socialise with friends.
She currently reports on current events in the mortgage market and liaises with financial clients to produce sponsored content.
Follow her on Twitter at @ShekinaMS