How many brokers and broker firms do you cover in your role?
I work closely with the top 75 firms in East Anglia and Essex, and support over 800 brokers in total.
How do you successfully organise your time and deal with business on a daily basis?
Forward planning is vital for managing my diary to make sure I meet as many brokers as possible in a week. I try to make good use of the time between meetings to ensure my diary remains full, and promptly return any phone calls. Also, having a good sales support team helps me to stay on track.
What issues comes up time and again?
My role involves advising brokers about our criteria and underwriting requirements to help their cases to be processed as quickly and efficiently as possible. I am able to assist brokers on both residential and buy-to-let lending. I receive lots of calls from brokers regarding affordability and what income goes where on our calculator. In the modern world it isn’t always straightforward, so I am here to help.
What do you wish brokers understood about your job?
In all honesty most brokers understand the pressures a BDM faces, and simply want a knowledgeable BDM who will support them when needed.
What do you think is the most important attribute in a BDM?
Being honest and upfront about what can and can’t be delivered. In my experience brokers want targeted information that adds value to their business on a day-to-day basis.
When you’re unavailable to contact via telephone, what’s the second-best way for brokers to get in touch?
Brokers can leave me a voicemail and I will get back to them as soon as I can. They can also contact our broker support team on 0345 1200 866, or our web-chat facility at accordmortgages.com. They will be able to provide full support and answer any questions they have.
If you were head of the FCA for a day, what would you change about regulation in the mortgage industry?
Generally I think the regulations surrounding mortgages in the UK are fair and well-governed. Perhaps when new regulation is being developed there could be greater consideration of promoting diversity, in the interest of providing customers with more choice.
What was your motivation for choosing business development as a career?
I enjoy the variety in my role and meeting different people every day. I like being responsible for my working week, and helping brokers to enhance their business.
How do you establish and maintain a good relationship with brokers?
By putting myself in each broker’s shoes to appreciate their individual business needs, and advise how Accord can help them. I also maintain regular face-to-face visits with brokers and endeavour to return calls in a timely manner.
And how do you establish good relationships internally?
Working remotely can make this challenging. I always make a point of meeting the people I work with when I am in our head offices. I value the work and effort our staff put in, and work hard to show them my appreciation.
What’s the strangest question you have ever been asked?
I would say that no question is strange for the person asking it.
What did you want to be growing up?
A footballer. Specifically Adrian Heath, scoring goals for Everton preferably against Liverpool!