How many advisers and broker firms do you cover in your role?
There are a huge number of advisers within the Midlands area supporting Fleet Mortgages and the numbers are growing.
How do you successfully organise and deal with business on a daily basis?
I ensure that appointments are booked in the diary and I have an idea of which areas of the region I will be visiting a couple of weeks in advance. I always ensure there is time built in to cope with unexpected delays and to promptly return calls to advisers who have urgent enquiries.
I also make sure I keep in touch with colleagues based in head office and make them aware of the invaluable feedback advisers provide me with.
What issues come up time and time again?
Understandably some advisers may confuse our criteria with other lenders, so I have to ensure that I am clear in the messages that I deliver about our proposition and where we are able to assist advisers.
What do you wish brokers understood about your job?
That I am here to support them, add value to their business and get just as disappointed when we are unable to assist them with a case.
What do you think is the most important attribute of a good BDM?
Great organisation skills: everyone’s time is precious and it’s important to maximise each day by working smart.
When you’re unavailable to be contacted by telephone, what’s the second-best way for brokers to get in touch?
Brokers can send me an e-mail or text with their enquiry and I will always ensure these are returned the same day. Alternatively, my colleague Lucy Freeman provides advisers with support for me.
If you were head of the FCA for the day, what would you change about regulation in the mortgage industry?
I would not necessarily change things, but would ensure the regulatory principles that are issued have some real-life examples of the rules being implemented. This would allow advisers and lenders alike to better understand what the regulator is looking to achieve.
What was your motivation for choosing business development as a career?
After successfully advising customers for many years in a branch environment, I enjoy traveling to meet with different advisers who have different challenges. I find the pace is much quicker and you are able to assist more people, rather than just your own client base.
How do you establish and maintain a good relationship with brokers?
Keep things simple, do not promise anything that you’re unable to deliver and get to know what makes them a success as well as what their personal goals are.
And how do you establish and maintain good relationships internally?
By ensuring that I am always polite, thanking anyone who has helped me with cases while I am out in the field.
What’s the strangest question you’ve ever been asked?
I once had an enquiry from an adviser who was trying to place a mortgage for an exotic dancer but had concerns over the sustainability of the client’s income as they aged.
And finally, what did you want to be growing up?
Like many growing up, I wanted to become a professional footballer. The dream was to play for my team West Bromwich Albion; they were not that great in the 90s and I still couldn’t get a game. Thankfully they’ve improved over the past few years.