Working with Novuna

Selecting the right retail finance partner is an important decision, both for your business and your customers. You need to think about more than just finance options and application technology. Ask yourself: what will it be like to work with them?

Novuna Consumer Finance provides a great experience for you and your team, from the initial stages of our partnership right through to ongoing support once you’re all set up. And with many customer service awards under our belt, you can rest assured your customers are getting the same level of care.

Want to know more about what we do and how we can help you?

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Our onboarding process

As the saying goes, you never get a second chance to make a first impression. Our onboarding team will provide a warm welcome, supporting you while you get set up with us.

About our onboarding process Back

Get to know your requirements. The team will help you to build a bespoke finance package that suits you. You’ll discuss which finance products to offer right through to which features of our CM3 system you want to utilise.
Provide initial documentation and guidance. We’ll provide everything you need to get started, including a step-by-step of the onboarding process and retailer FAQs.
Set up your demo environment. To help you and your team explore our platform ahead of go-live, we’ll give you access to a practice environment.
Deliver training and e-learning. Our onboarding specialists will deliver in-person and digital training sessions. You will also receive online learning modules to share with your team.
Check compliance. We’ll make sure you have the required policies in place and that any mention of finance is appropriate and compliant ahead of go-live.
Share a range of POS marketing materials. From window stickers and hangtags to digital banners, we’ll share everything you need to shout about your new finance offering.
Responsive support. Whatever the question or request, our onboarding team are available to help.
Help you go live. Your onboarding manager will be your main point of contact until you start transacting. You’ll then be assigned a dedicated Relationship Manager to look after your account on a day to day basis.

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Swift integration

With a digital project manager assigned to your account and a finance application platform designed to easily integrate with your system, you’ll be offering credit in no time. In some cases, we can get you set up in a matter of weeks or even days. Plus, we don’t charge any set-up costs or ongoing fees.

How our e-commerce team will support you Back

Understand your requirements. Our e-commerce experts work closely with you to understand your site’s technical requirements, the customer journey and what you want to achieve from our platform. We’ll advise what can work with the capabilities of our system.
Explain our flexible integration options. Either choose our ready-to-go PaybyFinance plugins or our Web Services API that supports bespoke integration.
Deliver support documents. Our comprehensive integration guide will help your development team to get started straightaway.
Manage the integration process. Having a dedicated project manager to ensure the integration runs smoothly is invaluable. They’ll bring all stakeholders together to make sure everyone’s working towards the same goal.
Provide access to our Developer Portal. Our Developer Portal will support you in getting all set up. We’ll also provide access to a demo environment to help you test the integration and identify any issues.
Test and review. We’ll help your development teams to test our platform thoroughly, ensuring it meets your requirements.
Support you going live. Once you have completed the set-up and tested our platform, it’s time to go live. We’ll be right there beside you to make sure things go smoothly.
Provide ongoing support. We want to ensure our platform meets your needs on an ongoing basis. Simply raise any additional requests or changes with us and we’ll look into it.

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Ongoing support

Your dedicated Relationship Manager will help you to harness the benefits of offering finance. They’ll be your go-to experts providing ongoing support and industry expertise.

The role of our Relationship Managers Back

Industry insights. You’ll be able to take full advantage of not only our finance expertise but also our knowledge of the wider market - and your sector specifically.
Day-to-day support. Your Relationship Manager will act as your main point of contact for all queries. They’ll have in-depth knowledge of your account and will liaise with our wider in-house team to respond to any questions or requests you have.
Regulatory guidance. Our experts can support you in understanding Consumer Duty requirements, quelling any uncertainty around regulation and legislation.
Regular review meetings. It’s our goal to help you drive profitability and improve efficiency, so it’s key to regularly reflect on what’s working (and what can be improved).
Reporting and consultancy. We take a consultative approach, analysing your data to identify ways to increase performance and keep your offering on track. Our customisable reports include information on customer behaviour, finance application data, demographic insights and more to help inform your credit strategy.
Compliance reviews. We’ll provide you with a Financial Promotions Guide to help ensure promotional compliance, if you’re looking to run a specific campaign or create bespoke marketing materials.
Conduct risk monitoring. We’ll help you to remain compliant on an ongoing basis by identifying any concerning trends, potential risks or areas for improvement. Our goal is to make sure customers are treated fairly. We will help our retailers maintain these high standards.
Added value. Just let us know whether you require marketing, compliance, finance support or something else entirely. We have a team of nearly 200 consumer finance experts available to our retailers.

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Outstanding service for your customers

Our award-winning Customer Experience team understand that the way we deal with your customers reflects on you and your business. So we treat every single customer as your own team would.

How we support retailers and their customers Back

Customers can manage their account 24/7. Managing most aspects of their credit agreement online or via our app is easy for customers. They can check their balance, make payments, update information, change payment details and more in minutes.
Support available from our Customer Experience team. Our Customer Experience team are available 9am to 6pm Monday to Friday for customers with complex queries or those who simply prefer to chat to a friendly adviser.
Additional support for your internal teams. Your colleagues will be able to reach our dedicated business support helpline every day of the week. Contact us about authorisations, referred applications, or any general enquiries.

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Why choose Novuna?

From our 40 years of lending experience across a range of sectors right through to our unique tailoring technology and fast onboarding process, find out why so many retailers trust Novuna Consumer Finance.

Fancy a chat?

Confirm and submit your details below and one of the team will get in touch to see how we can help.