Secured Loans

Capability overview for Secured Loans





Accelerated by low interest rates the secured loan market has seen growth year over year. With lower interest rates than credit cards and other unsecured products, it has become attractive for customers, which in turn has attracted new competitors to the industry and forced innovation.

Covering a broad spectrum of products, from second-charge mortgages, loans for boats, caravans, and motor cars (any product where the loan is secured against an asset) flexibility has become a key factor to design processes that not only fit regulatory and collections best practice requirements, but also reflect unique process requirements for each product.

How QUALCO can help:

  • Configurable system supporting agile change
  • Design and Control Customer Contact Journeys
  • Timely implementation and confidence regarding limiting cost overrun
  • Proactive Asset Management Allow customers to self-serve digitally with seamless digital integration
  • Compliance and control built in
  • Proactive Asset Management

Like the rest of financial services, the secured loan industry is heavily regulated. With physical assets and large valuations, compliance and control requirements are high. Lenders not only need controls to be in place but also have to demonstrate and evidence this control.

Loan size values and asset types can vary significantly and processes need to be designed around each product. Each can be unique, and each needs to be managed, and monitored to remain compliant.

Help to remain compliant with QUALCO:

Flexible payment arrangements – Fully configurable rules to ensure everything matches your payment policies and hierarchies
Stay in Control – Enable compliance and add control all whilst mitigating risk with our robust control reporting and documentation tools
Manage the legal processes –Take advantage of pre-defined processes and treatment paths to reduce legal costs and add controls

With a focus on creating good customer journeys with fair outcomes, lenders are continuously optimising processes and offering new solutions for customers in arrears. Driving this development is the exploding use of data and modelling. This is being used to optimise contact times, channels, and segments in collections to generate better, more efficient outcomes.

Simulation and testing of different scoring and decisioning components has also become more common with tools such as champion challenger being used to determine optimal strategies. Incorporating data, data handling, modelling and insight are areas of high demand and high return to drive process improvement.

Using QUALCO generate value from your data:

Connect to different data streams for scoring and modelling to segment, identify key customer traits and classify accounts
Use pre-built modelling techniques to devise your own internal scoring with the ability to predict and forecast behaviour prior to implementation
Increase your understanding across your customer base with complete linkage and integration with our all in one decision making platfom

There is a complexity in the secured loan process in particular asset valuations, which may vary on sale. Asset values which do not cover the outstanding loan, lead to funding shortfalls requiring conversion to an unsecured “shortfall” loan collection process.

Time to asset recovery and sale is also critical, especially with depreciating assets and in areas such as second-charge mortgages, where delays can either impact valuations or simply delay receiving funds. For example, lenders waiting in queue for sale behind first-charge mortgages for disbursement.

These processes need to be designed, managed, and controlled for business effectiveness.

Effective asset management with QUALCO:

Reduce time to reach recovery and sale with a strong inventory and asset database
Optimise the legal process by assigning tasks to the most appropriate teams at each milestone
Take advantage of pre-defined processes and treatment paths to reduce legal costs and add controls
Manage cases via external 3rd Parties with data exchange and interface functionality

Cost efficiency as a key driver of profitability remains a focus and digital strategy is a key element within this. Self-serve and the ability to capture data is enabling enhanced levels of service, especially when integrated with technologies such as omni contact channels, in addition to reducing cost. Affordability (Income and Expenditure) is a target for digital serve self-automation.

This is also extending into the recoveries processes, integration with field agents, solicitors, and asset managers (together with DCAs for shortfall recoveries), all of which can now all leverage automated workflows to streamline processes and capture compliance data.

All of this adds complexity, especially with regulatory compliance requirements and modern collections systems are being turned to for help. Having each of these processes embedded within Qualco’s collections system would allow data to be used within the collections strategy and for performance to be truly monitored.

QUALCO can help with your digital first strategy:

Fully integrated with the latest real time APIs ensuring all the latest forms of communication methods are accessible within your strategies
Determine the best outcomes from customers’ affordability and circumstances, alongside your policies
Customisable digital channels allowing customers to interact and self-serve through their preferred channels





QUALCO’s technology ecosystem helps you leverage data to gain customer insights, understand account behaviours and flexibly drive effective collections strategies to stay in control. Use the latest tools and techniques to minimise losses, optimise cost whilst creating good customer journeys and outcomes.


  • Manage, automate, and standardise your organisation’s processes
  • Design, run and control optimised collections and recovery processes
  • Quickly set up self-service portals and digital journeys
  • All with the aim of enhancing profitability


  • Ensure robust data management to fully leverage and control data gathered
  • Provide advanced analytics to enable more advanced decisioning and segmentation
  • Take full advantage of data to build sophisticated collections strategies


  • Quickly onboard portfolios and continue to manage accounts with complete flexibility to be able to adjust for multiple loan terms

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