How many brokers and broker firms do you cover in your role?
I cover the top 125 broker firms in Merseyside, Chester and North Wales. In addition, I also look after the corporate estate agents within that area, which comprises approximately 300 brokers. I have looked after this area for over 12 years now, supporting brokers with acquisition, product transfer and general insurance queries.
Also as part of the BDM role for Halifax we have regular conduct risk conversations with our brokers to ensure that business being submitted complies with policy. This could entail reviewing payslips to ensure details are consistent, verifying employers, ensuring that customer declarations on their address and credit history are correct and reviewing the source of deposit. The nature of the role is really varied, and no two days are the same.
How do you successfully organise and deal with business on a daily basis?
I like a to-do list and have diary notes that pop up all the time as reminders. I prioritise throughout the working day to get the ‘Big Rocks’ (the biggest and most important tasks) sorted first, as Stephen Covey advises in his book The 7 Habits of Highly Effective People.
What issues come up time and time again?
Every day provides different challenges, the majority of which are thankfully sorted quite easily. The most common issue is affordability, however with further questioning we are usually able to solve things, and get the outcome that brokers and our clients are looking for.
What do you wish brokers understood about your job?
Due to being in meetings and appointments during the day, my phone is often engaged or turned off. I always try to return phone calls as soon as I can however, as this is an important part of the job, and I understand the importance of getting back to brokers on the same day
What do you think is the most important attribute in a good BDM?
Returning phone calls and criteria knowledge. Brokers just want you to tell them how it is and to be upfront, and I always strive to provide them the information that they need.
When you’re unavailable to contact via telephone, what’s the second-best way for brokers to get in touch?
If brokers cannot reach me on my phone, and need to speak to someone, the next best way would be to call our mortgage processing team.
If you were head of the FCA for the day, what would you change about regulation in the mortgage industry?
I would ask brokers exactly what they thought. By asking brokers their opinion it may give a broader understanding to enable the right outcome for all involved.
What was your motivation for choosing business development as a career?
It was that long ago I can’t remember. I have worked for Lloyds Banking Group for about 20 years now, although I did start with North West Securities back in 1997.
How do you establish and maintain a good relationship with brokers?
I am open and honest and actually do what I say I’m going to do. It’s quite simple really. I also put myself in the customer’s shoes and think about how I would feel if it were me applying for the mortgage and what experience I would want.
And how do you establish and maintain good relationships internally?
The key to maintaining a good relationship is to treat people how you expect to be treated. I have been working for the bank for a very long time, and that philosophy has always stood me in good stead over the years.
What’s the strangest question you’ve ever been asked?
I actually couldn’t say that on here…it really was that strange.
And finally, what did you want to be growing up?
Growing up, I wanted to be a forensic pathologist. I became a BDM instead, however.
