How many brokers and broker firms do you cover in your role?
I currently support around 250 brokers in the East Midlands, covering from south Northamptonshire to north Nottinghamshire.
How do you successfully organise and deal with business on a daily basis?
I take one day each week to plan how I can effectively support the brokers in my area. To keep travel time to a minimum, I focus on a particular city or postcode for each of the four days ahead. I tend to make back-to-back appointments from 10am to 3.30pm, which allows me to tackle anything that comes up first thing in the morning, and then I’m free to respond to any emails in the afternoon – and of course return any calls whenever I can.
What issues come up time and time again?
I actively encourage brokers to let me know if they have any issues with affordability, or if a decision in principle (DIP) is declined. I can then investigate this further with the underwriter in order to get a positive resolution for the broker, or be able to give them a thorough reason for the decision.
What do you wish brokers understood about your job?
I’ve been a BDM for nearly 17 years, and I’ve forged some good relationships with brokers so I feel that we have a mutual respect and appreciation for what both our jobs entail.
However, I believe there is always an opportunity to build new connections. I’d like to be able to demonstrate to those brokers that are reluctant to see a BDM the value we can add to their business. For instance, we can talk through lending criteria and policy which may remove any preconceived ideas they have (products and policies do change) and in turn help them to place those cases that they didn’t think were possible with us.
What do you think is the most important attribute in a good BDM?
Being open and honest pays dividends. It’s essential not to promise what you know you can’t deliver. It’s a lot of work for a broker to package a case so, to ensure their time is not wasted, I’d rather decline a case straight away if I know it’s not a good fit with Accord. I know our business well enough to know which clients are a good match, and I’m confident when I encourage a broker to place a case that it will be successful.
When you’re unavailable to contact via telephone, what’s the second-best way for brokers to get in touch?
Brokers sometimes need a quick answer to push a case forward, so it’s important to return calls in a timely manner. Brokers can drop me an email or text if I am unavailable. Those who need an urgent answer can contact our broker support team on 0345 1200 866, or use our web-chat facility at accordmortgages.com. Brokers can also pick the phone and speak to the underwriter working on their case.
If you were head of the FCA for the day, what would you change about regulation in the mortgage industry?
I don’t envy their job as regulation protects clients, brokers and lenders so it’s delicate balancing act to ensure that everyone’s best interests are covered. I won’t make their life even harder by adding another voice to listen to.
What was your motivation for choosing business development as a career?
I’ve worked in the mortgage industry for over 26 years. I was initially an in-branch mortgage adviser therefore it was the natural progression to become a BDM. I live and breathe mortgages and I love meeting new people so it is the perfect role for me.
How do you establish and maintain a good relationship with brokers?
I try to maintain a visible presence with brokers by visiting them regularly and being available to respond to their queries. For most brokers it’s now a six day week job, with many working evenings and Saturdays, so it’s important to be flexible. There is a reciprocal understanding with my brokers that we also have a life outside of work, however they know I am there to help with a quick call outside of working hours.
And how do you establish and maintain good relationships internally?
I started at Accord five years ago after a very long stint as a mortgage adviser, so it was daunting having to build new relationships with colleagues. I have taken the time to get to know our underwriting team. I recently undertook a mutually beneficial ‘day in the life of’ exchange with an underwriter, so I could understand the intricacies of her role and then she came out on the road with me – which went down well with brokers.
What’s the strangest question you’ve ever been asked?
The most unusual question a broker has ever asked is if we would offer a mortgage on a boat. Although this is outside our policy, we were able to assist the seafaring client by releasing equity on his main residence to free up cash for him to buy his boat.
And finally, what did you want to be growing up?
I had dreams of being a social worker because I love helping people. However, after my Dad wisely refused to let me undertake a work placement at the notorious Winson Green prison in Birmingham, my sister, who worked in financial services, inspired me to channel my desire to help people in a different direction.
