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Know Your BDM: Joe Wall, Skipton Intermediaries

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  • 10/03/2016
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Know Your BDM: Joe Wall, Skipton Intermediaries
This week Mortgage Solutions speaks to Joe Wall, intermediary relationship manager for Skipton Intermediaries about what makes him tick and maintaining relationships with brokers.

How many brokers and broker firms do you cover in your role?

Around 1,000 but I really look after around 250 key brokers.

How do you successfully organise and deal with business on a daily basis?

It’s a difficult job. I try to manage brokers’ expectations by explaining in my meetings how to get the best from dealing with Skipton. For example, if a broker wants to talk to us about a decision in principle which has been declined, I’m probably not the best person to talk to initially as I am out on the road with no access to systems. However, our intermediary support team can help straight away – and you don’t have to wait to have your call answered.

What issues come up time and time again?

Providing supporting documents so that we can get on and assess the case. I know all lenders talk about this but there is a reason for that. If we receive a case with all supporting documents then both the broker and more importantly, the customer receive the best possible service from us.

What do you wish brokers understood about your job?

I’m definitely not in the beer garden on Friday afternoons.

What do you think is the most important attribute in a good BDM?

Honesty. Do what you say you are going to do when you say you are going to do it and get your hands dirty from time to time.

When you’re unavailable to contact via telephone, what’s the second-best way for brokers to get in touch?

Our superb intermediary support team. And don’t forget we are open to talk to our brokers from 8am to 8pm Monday to Thursday (we let them go home at 5pm on Fridays) and Saturday morning from 9am to 12pm.

If you were head of the FCA for the day, what would you change about regulation in the mortgage industry?

I’d make it a lot clearer and less ambiguous.

What was your motivation for choosing business development as a career?

I liked the idea of being my own boss. To all intents and purposes it’s like being self-employed. And of course I really enjoy talking to people.

How do you establish and maintain a good relationship with brokers?

I keep in touch regularly, making sure that I keep brokers up to date not only with changes to Skipton criteria and policy but also helping brokers to understand changes in the industry, for example the EU MCD.

And how do you establish and maintain good relationships internally?

This for me is the most important part of my job. I need my colleagues to help me deliver the very best service and outcomes for my brokers. Without really good internal relationships I wouldn’t survive for a month. For me it’s about being open and honest and understanding that we are not always going to be able to do everything that a broker wants us to but it’s trying to help and being able to give a good rationale to our brokers when we can’t help.

What’s the strangest question you’ve ever been asked?

It is actually, what’s the strangest question I’ve ever been asked?

And finally, what did you want to be growing up?

A fireman which is ironic as it sometimes feels like I’m putting out fires in this role.

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