We ask BDMs up and down the country for their answers to the following 10 questions. In this edition Hayley Merrick, London-based Virgin Money BDM, draws up a chair for a chat with us.
How many brokers do you see in a week?
I usually see up to 50 per week, but if I am seeing some of the larger city accounts or giving team presentations for some of our corporate partners, then it can be more.
What issues come up time and time again?
The packaging of mortgage cases comes up daily. When discussing cases with brokers, I always try to think one step ahead about how they can package and position the case to help with the level of service they receive.
Quality of packaging and the context of each case really does make a difference to the speed to offer – as well as all packaging being sent in at the same time, it saves the case becoming disjointed.
A fully packaged case will normally receive an offer within 10 working days, meaning the broker can move onto new business and the customer can complete very swiftly.
Favourite part of your job?
Delivering great customer service is vital to my relationships. I love helping, gaining trust and making a difference to the brokers and my accounts that I look after. Even in those cases when I have to say “no”, I try to make it quick and painless, with a clear explanation, so that the broker can move on to the next option.
Strangest question you’ve ever been asked?
“Can I pick your brains?” Being a literal person this always strikes me as a rather strange request!
What do you wish brokers understood about your job?
It is almost impossible nowadays to change case outcomes once a lending decision has been made. So, the positioning and information shared by the broker at the early case discussion stage needs to be a “warts and all” discussion – so that I can give the best guidance.
Last film you saw at the cinema?
Superman in 3D – it was pretty intense.
Least favourite sport/game?
Current mobile phone?
Hmm. I love all biscuits… that’s a tough question!