How many brokers and broker firms do you cover in your role?
As I cover the whole of England and Wales it is a considerable number. Obviously it’s not possible to see them all face to face but I make sure that I keep in touch regularly through other means.
How do you successfully organise and deal with business on a daily basis?
I use as much technology at my disposal as possible. From shared diaries and calendars to cloud-based systems. My colleagues are very supportive too, and help me out when I’m out of the office.
What issues come up time and time again?
Issues vary, some brokers are aware of Hinckley & Rugby as we source very well, however, they may know little about us. It’s great to educate them. The most common misconceptions are that we are a regional lender and don’t accept online applications, which is not the case.
What do you wish brokers understood about your job?
We get a considerable number of ‘quirky’ cases referred to us, usually because we apply manual common-sense lending. There are, however, some cases where we cannot help no matter how hard we try. In these circumstances we are mutually disappointed that we can’t help.
What do you think is the most important attribute in a good BDM?
I believe that a good BDM needs to be a well-rounded individual with strong organisational and time management skills. However, I feel that communication skills are the most important attribute as we have to negotiate with brokers and underwriters, give presentations, host meetings and attend exhibitions, at all times keeping our integrity by delivering on promises.
When you’re unavailable to contact via telephone, what’s the second-best way for brokers to get in touch?
If I’m unavailable any of my colleagues will be able to help with your query or you could email me at p.daffern@hrbs.co.uk
If you were head of the FCA for the day, what would you change about regulation in the mortgage industry?
I would look into whether the 20-year high information supplied on the KFI+ actually adds any value for consumers, as I am not convinced it does.
What was your motivation for choosing business development as a career?
I have worked for H&R for over 10 years, formerly as one of our branch managers. I have always had an interest in business development and being Advanced CeMap qualified I felt it was an area that played to my strengths. My favourite part of being in the branch network was the personal contact with customers, and so managing important intermediary accounts appealed to me for this reason too.
How do you establish and maintain a good relationship with brokers?
Relationships are built on trust; brokers need the confidence that if they place a client with H&R our high service standards must complement their own. Also the need to trust that the lender delivers what they say they do, which is why we offer personal pre-submission agreements in principle to alleviate any potential concerns about the case.
And how do you establish and maintain good relationships internally?
Having worked for H&R for over 10 years I have had the benefit of getting to know everyone that works here by name. I do believe that engaging people, asking questions and showing a genuine interest in their circumstances paves the way to long standing relationships.
What’s the strangest question you’ve ever been asked?
I am the king of silly questions therefore I believe there are no silly ones. I do reserve the right to give a silly answer though.
And finally, what did you want to be growing up?
I wanted to be the equivalent of David Attenborough. I really love his documentaries and I fell in love with the idea. I have managed to travel to a few interesting places but am still awaiting the call from the BBC…
