This week, Mortgage Solutions is speaking with Amy Cliffe, intermediary mortgage desk adviser at Vernon Building Society. 

What does your role entail and how long have you been doing it? 

I began my role as an intermediary mortgage desk adviser at Vernon Building Society in November 2023. My day-to-day role entails being the first point of contact for mortgage intermediaries and developing effective relationships, processing new registrations, accessing decisions in principle (DIPs) and processing procuration fees. I’m also responsible for the accuracy of our lending products on sourcing systems. 

What attracted you to working in the mortgage/property/finance sector? 

I didn’t go to university and after finishing college; I had no idea what I wanted to do as a career. At the time, I was working part time at Primark, knowing I wanted a change, but not what that change was. The opportunity came for a role in financial services in savings in March 2020. In February 2022, while in this role, I was given the opportunity to join a broker programme that involved contacting brokers to re-establish a relationship. This was when I realised that I wanted to enter the mortgage world, but I wanted to be more involved in the case from start to finish. This is where the opportunity to join our local building society as an intermediary mortgage adviser came up, and I have loved it ever since. I love working in such a challenging industry and being an important part of the property chain. 

What were you doing in the five years before starting here?

I had finished college and was working part-time at Primark before I started my first role as a customer service specialist at Yorkshire Building Society in March 2020. While I was there, I was involved in saving account openings, became the home insurance champion, and also joined the Accord mortgages broker programme, which was my first experience in the mortgage sector. Before this, I had never even heard of a ‘mortgage broker’. 

What personal talent/skill is most valuable in doing your job? 

One of my favourite things to do is bake, which requires the ability to use your initiative and pay attention to detail, which is a key part of my role. I liaise with various internal and external clients on a daily basis, and a lot of my work revolves around ‘non-standard’ cases that require a lot of initiative to make work. 

What personal talent/skill would you most like to improve on? 

I would like to understand company accounts better for the self-employed. Once I have completed my CeMAP qualification, I plan to take a self-study accountancy course to further my knowledge in this area. 

How has the pandemic changed the way you approach your job? 

My first experience in the financial sector was a week before the pandemic occurred. I didn’t have to adjust to a ‘new’ normal in the industry, as this was my normal. It made me realise the challenging nature of the industry I was entering into. A lot of people’s lives have drastically changed since the pandemic, especially people’s finances and ability to apply for a mortgage. 

What is the most interesting/memorable property deal/case you’ve been involved in? 

A broker approached us with a local applicant who was looking to buy a residential property. The property was an old police station converted into a block of flats and had been declined by various other lenders due to its proximity to commercial premises and non-standard construction. We liaised with our valuers on various occasions, and we were happy to offer the mortgage. We took the time to understand the situation fully and make the case work, where various other lenders had failed. It was so nice to be able to do that, especially for someone local. 

Where do you see yourself in five years’ time? 

Hopefully, with my own residential property, fully qualified in my CeMAP and completing further studying to advance in my career such as a CERAR, AML or accountancy course. 

If present-day you could go back in time and tell yourself something five years ago, what would it be? 

Get on the property ladder as early as possible and fix the rate for as long as you can, because a pandemic is coming, and rates are going to increase drastically.

If you could have one superpower, what would it be? 

It would be that anytime I want to buy something, I always have the correct amount of money in my pocket to do so. 

And finally, what’s the strangest question you’ve ever been asked? 

Nothing to do with mortgages but I was once asked by a friend: “Would you rather have the power to stop time or to reverse time?” and it’s the first ‘would you rather’ that I’ve been asked that I still don’t know the answer to. 

What does your role entail and how long have you been doing it?    

I have been in this role for just over a year. My role entails providing valuation work of a high standard and monitoring market trends and feeding back where necessary. I also aid in providing a satisfactory customer journey as part of the mortgage application process, ensuring that we are lending on the correct type of properties within risk appetite as well as providing guidance and advice on property matters.  

What attracted you to working in the financial services sector?    

Rewind to December 2022 whilst having Christmas dinner with friends, I was asked what my ideal role would be. To which I responded, “undertaking mortgage valuations”. I longed to return to the road, gaining exposure to a variety of properties and regularly meeting people, as I did when working within my father’s firm in South Africa. This, coupled with a personal interest in property lending, risk appetite and investment, I was keen to widen my experience and decided to go job hunting. After coming across a vacancy at Paragon Bank, not only was I impressed by their staff retention rate, but I was motivated and excited to pursue the opportunity to be part of a team providing specialist lending advice, following a criterion that ensures that Paragon only lend on good quality homes supported by the surveying team. All of this whilst achieving the best outcome for our customers in a highly competitive market that requires an understanding of governance, property risk management and a high level of commercial awareness.  

What were you doing in the five years before starting here?     

After having emigrated from South Africa only a few months earlier, I had just started a new role in the affordable housing valuation advisory team at a well-known and high-profile property firm in London. I was also about to enroll in a master’s degree, working towards obtaining my MRICS [chartered member of Royal Institution of Chartered Surveyors] qualification, which I have successfully obtained.  

What personal talent/skill is most valuable in doing your job?    

Attention to detail; whether it be during an inspection, carrying out research or, identifying any areas of concern that could pose a risk or have an impact on the suitability of a property for lending. 

What personal talent/skill would you most like to improve on?   

I would love to improve my drawing skills. If only you could see my floorplans and illustration of trees within my site notes, you would understand.  

How has the pandemic changed the way you approach your job?   

Given the number of properties I frequent, I approach my job with extra care to ensure I protect both myself and anyone I come into contact with, which in turn keeps me productive by maintaining good health. The pandemic has also changed my perception of what a healthy work-life balance is, and how important it is to maintain. 

What is the most interesting/memorable property deal/case you’ve been involved in?    

Going back in time, the most memorable experience was when I was asked, by a rather enthusiastic client, to join in dancing and chanting around a tree in their garden. Always being up for a bit of fun and new experiences, I was happy to oblige and am filled with laughter every time I recall this peculiar moment. The most interesting case was recently carrying out a valuation on a multi-unit block of flats which was converted from an old granary. I loved how the original features were maintained whilst still providing a modern living space. 

Where do you see yourself in five years’ time?     

At Paragon Bank, filling the same role but having a large network of well-established relations within my region and hopefully having extended responsibilities within the team. 

If present-day you could go back in time and tell yourself something five years ago, what would it be? 

Brace yourself, it’s going to be a bumpy ride but it will be worth it in the end.  

What’s the biggest challenge you’ve tackled so far in your career?    

The whole journey leading to my MRICS qualification was a significant challenge, not only from the perspective of my career but also in my personal development. I encountered several roadblocks which tested my strength and made me question my future in the industry, but I am proud to have persevered and have learnt and developed so much as a result of the experience. 

If you could have one superpower, what would it be?    

The ability to fly, so that I can take myself to various holiday destinations. 

And finally, what’s the strangest question you’ve ever been asked?    

I was once asked: “Exactly how long is your hair, in centimetres”. Having never used a measuring tool on my hair, I was unable to provide an answer. However, I would have gladly answered any property measurement related questions. 

What does your role at Paymentshield entail and how long have you been doing it?

I’m the regional sales manager (our equivalent of a business development manager (BDM)) for the central region at Paymentshield, supporting 90 accounts and firms of all sizes with a number of advisers employed at each. I’ve worked here since August 2023. 

What attracted you to working in the mortgage/property/finance sector?

I saw a quote the other day that says you don’t choose financial services, financial services chooses you, which I think is bang on. I actually fell into the sector when I took a temporary role at a mortgage business unit after years of travelling. Little did I know, I’d discover a hidden passion for numbers, and within a few months, I was studying for my mortgage exams to become a broker. It was a surprising turn of events, but ultimately a perfect fit for my natural aptitude and interests. 

What were you doing in the five years before starting here?

I was brokering at a big estate agency local to me, and absolutely loved it. I really enjoyed my time there, becoming a senior mortgage broker relatively quickly. However, I’ve always been keen to upskill and to add more tools to my belt – so I took the leap to become a self-employed broker in 2020. 

Following this, I joined Pepper Money as a business development consultant before joining Paymentshield in summer 2023 – so I’ve had a huge amount of experience across the mortgage sector in a fairly short amount of time.

What personal talent/skill is most valuable in doing your job?

My greatest strength definitely lies in my ability to connect with people. Everyone communicates and operates differently, and adapting my approach to find a style that works best for each individual is crucial. Whether it’s collaborating with colleagues in team meetings, fostering relationships with clients, or interacting with various stakeholders, it’s all about finding a communication style that allows everyone to contribute effectively. 

This ability to connect stems in part from my own experience as a broker. Having walked in my clients’ shoes, I’m able to understand their challenges and aspirations. For example, having previously worked as a broker selling Paymentshield policies, I witnessed the significant advancements made by the company – such as an improved quote journey – first-hand upon joining the company a few years later. As someone who once stood on the client side, I recognised some of the frustrations of old, and so know exactly how to address those and demonstrate value. 

What personal talent/skill would you most like to improve on?

Absolutely my geography. I’ve always struggled with it and, given I’m on the road three days per week meeting as many as seven clients in a day, it needs to be tip-top. I’m perhaps overly reliant on my satnav. 

How has the pandemic changed the way you approach your job?

Massively. Seemingly overnight, it ushered in a new era of flexibility – which required some quick thinking to adapt to, but was definitely for the best. It fast-tracked the rise of flexible work, which was a big win for client-facing roles like mine when you need your client to feel as comfortable as possible.

What is the most interesting/memorable property deal/case you’ve been involved in?

I worked on a really interesting case at Paymentshield, for a house on an island in the middle of a river. The client was looking to secure development finance on the house and turn it into flats. He wasn’t sure if this would be possible, due to the seemingly precarious nature of the property.

We looked into it, and despite being a house on an island in a river, it had never flooded, meaning we were able to offer insurance on it – which was the push he needed to get the deal done.

Where do you see yourself in five years’ time?

I’d love to be continuously learning and still growing at Paymentshield. To continue to strengthen our client relationships while making the mortgage process even smoother and more efficient for everyone involved would be great. 

If present-day you could go back in time and tell yourself something five years ago, what would it be?

Don’t be afraid to step out of your comfort zone. While moving from one side of the mortgage industry to the other was daunting – given the comfort and success I had in my previous role – it was ultimately incredibly rewarding.

As a result, I gained a deeper understanding of the industry and the people I interact with, allowing me to connect with clients on a more meaningful level whilst becoming a more well-rounded professional. 

What’s the biggest challenge you’ve tackled so far in your career?

Probably navigating the ‘new normal’ brought on by the pandemic. It was a period of significant change for everyone, impacting us all emotionally and physically.

We all became understandably more cautious, requiring big adjustments in how we interacted. It was a huge hurdle to overcome, but one that ultimately sharpened my resolve and made myself, and our sector, much more resilient. 

If you could have one superpower, what would it be?

Easy. It would definitely be to fly. I live near the M1 and am constantly blighted by never-ending roadworks – which makes getting to clients a bit more of a headache. Flying would save me a huge amount of time each and every day. 

And finally, what’s the strangest question you’ve ever been asked?

As you can probably imagine there have been some very strange ones. At Paymentshield, a client came to us with a query about insuring a shooting range in his garden. We wouldn’t, but were luckily able to refer him to a specialist insurer who was more than happy to.

Which locations and how many advisers and broker firms do you cover in your business development manager (BDM) role at Paragon Bank? 

I cover what is classed as the ‘Midlands’ region, but this is a fairly loose definition because I work with brokers stretching from Staffordshire to Hemel Hempstead. As well as that geographical spread, my role is also quite diverse in terms of the size of the firms I look after, ranging from brokers who work on their own based from home, right up to larger operations with city-centre offices.

What personal talent/skill is most valuable in doing your job?

I think empathy plays a very big part in the role. Whilst there’s more positivity this year, having an understanding of brokers and their clients’ needs has been particularly important over the past 12 months or so as we’ve worked through the challenges brought about by economic instability.

What personal talent/skill would you most like to improve on? 

I think having a bit more patience would not go amiss! I guess wanting things yesterday is natural in a sales environment as it’s fast-moving, but sometimes you have to take time to step back and analyse what you are doing – quickest isn’t always best, I guess.

What’s the hardest part of your job as a BDM?

For me, one of the biggest challenges is trying to juggle the large volumes of phone calls and emails that I receive each day, especially when I’m out on the road. I’m waiting for Elon Musk or some other tech pioneer to develop an AI assistant who can efficiently deal with all of that for me.

What do you love most about your job?

I love the variety that it brings, especially being in the complex buy-to-let (BTL) space where no two days are the same. I also enjoy the numerous events that we attend – it’s always good to see brokers face-to-face and let them have the latest cutting-edge pen or stress ball as freebies. 

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you? 

This comes back to what I said earlier about the importance of empathy in the role – one of my previous bosses told me to always try and put myself in the customers’ shoes when making decisions. It’s a simple concept, but is something that I think many of us could benefit from doing more often. For me, this is helped by the fact that I have been a broker in a previous life, so I understand where they are coming from and the impact it has on the client.

How do you keep up to date with developments in the market?

With so much change in the market, influenced by the economic volatility that we’ve seen over the past couple of years, keeping up to date has been a challenge, but is perhaps more important than ever before, or at least during the past decade or so.

At Paragon Bank, we produce lots of useful content, such as a quarterly private rented sector (PRS) trends report and insight on specific aspects of BTL, like portfolio landlords or limited companies.

LinkedIn is also a good resource that helps me stay on top of what’s going on in the marketplace and who is doing what. Online publications such as this one are very useful for getting insights and keeping up to date too.

What is the most quirky/unique property deal you’ve been involved in?

Although it’s not one that was in my area, an enquiry from a couple of years ago definitely sticks in my mind because it actually made it into the press.

A new landlord was looking to purchase a property that seemed like an unremarkable but otherwise sound investment for any burgeoning BTL empire – a three-bed house, in a decent location and ideal for families, listed for around £125,000, if I remember rightly.

What made it different, however, was that the property had a body buried in the grounds. 

But, instead of being something unearthed by a very thorough survey, the family managing the estate of the previous owner explained that his final wish was to be buried in the garden of the house where he was born, lived all his life and finally died. 

Tell us about your trickiest case as a BDM – what happened and how did you resolve the problem(s)?

I had a large multi-unit block (MUB) enquiry in a prime London location for a 35-unit property.

Also, the limited company that was buying the property had a complicated setup and shareholding. Normally, our maximum is 20 units, but we will always look to find solutions where possible, viewing each case on its own merits and working closely with brokers to answer any questions that the application may throw at us. 

At Paragon, we are lucky that we have our own team of valuers, so I referred the case over to our regional surveyor who covers that area, and he did a lot of research before the application came in. I also referred it to a senior underwriter and, after really getting to know the borrower’s business and becoming comfortable with the company structure, we were able to lend.

What was your motivation for choosing this career?

Like a lot of people, I kind of fell into financial services. I enjoy the diversification the industry brings – I have worked for lenders with different types of lending appetite, from adverse to residential and to complex BTL, which I now enjoy. 

Which locations and how many advisers and broker firms do you cover in your role at Gatehouse Bank?

I cover the Midlands, East Anglia, the South West and the South East, including Watford and Enfield. We currently have around 170 brokers and over 128 firms partnering with us, as well as an ever-growing network of advisers across the country. This presents a fantastic opportunity to actively build new relationships. 

What personal talent/skill is most valuable in doing your job? 

The most valuable skill to have when it comes to my day-to-day role is being able to quickly build and maintain relationships. 

It’s also important to be able to clearly address any potentially complex client scenarios against our proposition. 

What personal talent/skill would you most like to improve on? 

I’m interested in the specialist commercial finance sector, which is why I’m currently completing a qualification to become a certified practitioner in specialist property finance. It’s always important to me to enhance my knowledge and it’s valuable to understand the wider sector. 

What is the hardest part of your job? 

The most challenging part of my role is advising brokers of an unfavourable outcome. There are many factors to consider upon the assessment of client scenarios, and whilst I’m comfortable delivering the news, I always like to provide a positive solution for a broker. 

What do you love most about your job? 

My favourite part of my job is connecting with new people every day. I really enjoy building relationships and discussing the ever-changing and dynamic market with people from all different backgrounds. I’m also very fortunate to have an excellent line manager and team around me, who certainly make every day enjoyable. 

What is the best piece of career-related advice you’ve ever been given? Who gave it to you? 

The best piece of advice I’ve been given is that when you’re faced with an opportunity that seems daunting, it’s often a sign that you should do it. This is something I try to stand by as I believe that being outside of your comfort zone really helps build confidence and courage in a working environment.

How do you keep up to date with developments in the market? 

As well as reviewing news articles and competitor activity, my daily conversations with brokers are an invaluable way of gathering information on the latest market developments and insights.

What is the most quirky/unique property deal you’ve been involved in?

One of the most unique cases I’ve supported was the completion of a 27-bed property in Norwich. This property stands out as one of the largest I’ve dealt with as it was a house in multiple occupation. 

Tell us about your trickiest case – what happened and how did you resolve the problem(s)? 

A case that stuck with me was when I assisted a broker who was struggling to submit an urgent case due to technical difficulties. To help him through each stage of application submission and task requirements, I remained available out of our usual business hours to ensure the application could meet the deadline. The positive feedback that I received from the broker filled me with pride. 

What was your motivation for choosing this career? 

I enjoy helping people achieve their property ownership goals. Having recently purchased my first home, I understand that it can be a daunting process. I really value being able to put customers’ minds at ease by offering support and helping to improve their journeys. 

Being part of a Sharia-compliant bank provides plenty of opportunities for me to support brokers, especially with more complex and niche client scenarios. 

If you could do any other job in the property sector, what would it be and why? 

I’d choose to be a surveyor. I believe it would be a challenging, but rewarding job as it requires such a wide skill set and understanding of different properties.

Which locations and how many advisers and broker firms do you cover in your role at Dudley Building Society? 

I cover the South of England and support the top 50 key broker firms and their advisers within my region. 

What personal talent/skill is most valuable in doing your job?   

I believe that being able to add value in any broker meeting is a skill that all key account managers should have. This in turn develops trust, respect and great collaborative relationships. Understanding each broker’s business model is an important part of my role so I can focus on the areas that make a difference. 

What personal talent/skill would you most like to improve on?  

Delegation – not trying to do everything myself. I am lucky that I have a team of people around me, but better delegation would allow me to focus on key tasks and allow people to grow. 

What is the hardest part of your job?  

Driving around the country and getting stuck on motorways. I plan my travel, but the weather, bad drivers and roadworks drive me crazy.  

What do you love most about your job?  

Meeting new people and building long-lasting business relationships and friendships. Being myself is important, and doing it with a smile is important too. 

What is the best piece of career-related advice you’ve ever been given? Who gave it to you? 

You can only be successful if you are passionate about what you do. A previous manager gave me that advice 30 years ago. It’s true, this job really motivates me, and I am passionate about making a difference. 

How do you keep up to date with developments in the market?  

I read mortgage news from publications like Mortgage Solutions, etc. I keep a close eye on lender movements via LinkedIn and I listen to webinars that are available, like Knowledge Bank, for example. I also talk to other lender business development managers (BDMs) and representatives to share knowledge of the mortgage market. However, if you ask brokers, they will tell you, and we are lucky at Dudley Building Society, as we can shape policy and products and using direct feedback from brokers helps us to do this. 

What is the most quirky/unique property deal you’ve been involved in?  

A 75-year-old purchased her rented home of 30 years, with gifted equity from the landlord, gifted deposit from a relative, pension income only and the property was next to a pub. Nice and simple. But, after talking the case through with the underwriter, we said “yes”. 

Tell us about your trickiest case – what happened and how did you resolve the problem(s)?  

There have been many tricky cases. From chains that keep breaking and requiring offer extensions to brokers not being able to provide the underwriter with the correct documents. The key is always to see things from both sides, understand how it affects everyone and find a workable solution. It’s also important to remember that a broker’s customer is our customer too. 

What was your motivation for choosing this career?  

I was previously a mortgage adviser and trainer for Lloyds Bank. I wanted to do something that was a combination of both of those experiences. Key account manager for a mortgage lender does just that and I love it. 

If you could do any other job in the property sector, what would it be and why? 

Apart from being the CEO, I’m happy where I am. I can make a positive difference to a customer’s mortgage journey, a broker’s application experience and that in turn provides huge job satisfaction. 

What locations and how many advisers and broker firms do you cover in your role at the Nottingham Building Society?

I’m responsible for supporting brokers in the North East of England.

What personal talent/skill is most valuable in doing your job?

The importance of building strong face-to-face relationships is one of the aspects of the role that I found both valuable and enjoyable. In the post-Covid era, it has become increasingly clear that building strong face-to-face bonds with brokers is important.

What personal talent/skill would you most like to improve on?

A significant aspect of my job involves travelling between various brokers’ offices, and I must admit that I’m not particularly skilled when it comes to navigating roads. If it weren’t for the assistance of Google Maps or a Sat Nav, I’d struggle to find each office. As I’m still relatively new to this role, I’m optimistic that with time and experience, my navigation skills will improve.

What’s the hardest part of your job?

The constant fluctuation and complexity within the industry. With interest rates, lending regulations, and economic factors evolving constantly, staying ahead of the curve and providing brokers with up-to-date and relevant information is demanding. It requires vigilant monitoring, continuous learning, and adaptability. The dynamic nature of the mortgage market means that what worked yesterday might not work today, making it essential to be agile, well-informed, and flexible in our strategies. While these challenges can be daunting, they also provide opportunities for growth and innovation, pushing me to excel and deliver superior service in an ever-changing landscape.

What do you love most about your job?

Having been at The Nottingham for just under six months now, I am thoroughly enjoying supporting a range of clients in their homebuying journey, particularly those who don’t fit the traditional mould. As you may have seen recently, we introduced a range of new mortgage criteria changes as we continue to help more people achieve their dreams of homeownership, and it is this aspect of the role that I find most satisfying.

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you?

The most invaluable guidance I received at the start of my career came from a former colleague, now a dear friend of nearly 30 years. Their advice was simple yet profound: consistently put in the effort, aim for excellence, maintain a high level of professionalism in your chosen field, and always prioritise your clients or customers. I’ve made it a personal mission to follow this advice throughout my professional journey so far.

How do you keep up to date with developments in the market?

I actively engage with blogs, articles, news updates, and podcasts. I also recognise the immense value of personal interactions, and when I interact with brokers, I tap into their wealth of experience by asking questions and seeking their perspectives. I firmly believe in the importance of fostering a supportive community among mortgage professionals, as this camaraderie is crucial to my ongoing quest for knowledge and skill development.

What is the most quirky/unique property deal you’ve been involved in?

Over the years I’ve had weird and wonderful properties from old churches, converted windmills and even canal boats. But, by far the quirkiest property was a converted lighthouse – kitted out with all the mod cons. The property was stunning and so unique with breath-taking views of the sea and coastline… I absolutely had home envy.

Tell us about your trickiest case – what happened and how did you resolve the problem(s)?

I can’t even remember the last query that I had that was straightforward, every case that I seem to come across has more hurdles than the Olympics! One recent application was a client who had recently been divorced so she ended up with some slight adverse finances. She was looking to purchase a property from an ex-husband and didn’t have any deposit. She was self-employed with a very complex income, and the expenditure was tight. We know that every scenario is different, and that one size doesn’t always fit all, but by working closely with our underwriters, and adopting a common-sense approach, I’m pleased to say we managed to get this case offer. We had a happy broker and even happier client!

What was your motivation for choosing this career?

I’ve worked in financial services for a long time now as it enables me to do the things that I love. I have always been a people person and love to develop relationships, get to know people and find out what is important to them. I strive to give brokers the best possible service I can and I think you can build that trust more through a face-to-face relationship. As I work in the field, I get to visit lots of different places and meet interesting people. I can honestly say that I get job satisfaction, and the positive feedback I get from brokers makes me feel it’s a job well done.

What did you want to be growing up?

In my early teens I wanted to join the Army, and I started Army cadets at 11 years old. I do believe it shaped me into the person I am today, I have some amazing memories and met so many people from different walks of life. The cadets taught me many life skills that you don’t learn at school.

If you could have one superpower, what would it be?

The power of invisibility would be so cool. I would love a mooch around Buckingham Palace and the Houses of Parliament in London, to see what goes on at those meetings. But to be able to get on any plane and visit any country in the world without being seen would be incredible.

What is your strategy for tackling challenges?

You come across many challenges in our line of work but that is an integral part of our role – to help shape a case or to try and find solutions. It’s important to remember that we can’t work miracles. I wish I could at times, but I do feel it’s imperative to ask the right questions, look at all different avenues, be open and work with the client. At times I’m like a ‘dog with a bone’, and I will always try my best to find a solution.

And finally, what’s the strangest question you’ve ever been asked?

Well, it had nothing to do with mortgages and was more of a personal question… but it did make me chuckle. As much as I’d love to spill the beans, some things are best left unsaid.

What locations and how many advisers and broker firms do you cover in your role? 

I cover quite a wide patch including Essex, Norfolk, Suffolk, Kent, London, part of Middlesex, Hertfordshire and Cambridgeshire. Within this area, we have over 4,200 registered brokers. This means I get to work with a really broad and diverse range of people, ensuring that no two days are the same and I am constantly challenged with different cases.  

What personal talent/skill is most valuable in doing your job? 

At Saffron, we value a close relationship with brokers, so strong communication skills are required. This is something I naturally love about the role, and it is always great to catch up with our brokers on both a professional and personal level. Beyond this, I think it is also important to be able to take ownership and responsibility over what we do. Buying a home is usually one of the largest and most important financial decisions that individuals make, so it is especially important that everyone in the industry is producing work of the highest quality. Taking ownership and responsibility ties in to this, as it ensures that services are always meeting high standards. 

What personal talent/skill would you most like to improve on? 

I have definitely improved over the past few years, but as Saffron for Intermediaries gets busier and we work with more brokers, I would love to improve my time management and organisation skills further. Naturally, as a BDM, I spend a lot of my time on the road and in between different meetings. After 11 years in the industry, I have almost got my organisation down to a fine art, but there is always room for improvement.  

What’s the hardest part of your job? 

A big part of my role is travelling to visit our broker partners. I feel incredibly lucky to be in an industry that still values face-to-face meetings, and I love going to meet brokers across the country. However, the hardest part of my role is probably catching up on emails after a day on the road – my inbox can be a bit of an avalanche at times. 

What do you love most about your job? 

I love a challenge and pushing myself to develop new skills, so it’s always really rewarding to get a challenging or complex case over the line. Ultimately, we are helping people to achieve huge life goals in buying a home, so it’s great to know that I play a part in that. 

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you? 

A previous manager told me that you cannot please everyone all the time, and this has definitely proved true. Good business is all about compromise and flexibility, particularly when it comes to the kind of complex cases we support, so I am glad I learnt that early on in my career. 

How do you keep up to date with developments in the market? 

I like to read news in the trade press as well as the general mainstream media. It is also really useful to speak to brokers in the field, who are often able to tell us trends and developments before news publications catch on. 

What is the most quirky/unique property deal you’ve been involved in? 

We recently refurbished a former church into a residential dwelling, which was definitely a different one. An intricate but incredibly rewarding case, as the end result was stunning. 

Tell us about your trickiest case – what happened and how did you resolve the problem(s)? 

We had a scenario where an applicant had a large plot of land and wanted to split the title into two, build one out and leave one for a later date. The applicant’s pension fund owned half of the land, so we had to facilitate both the purchase of the full plot, as well as the eventual build. We worked closely with the broker to understand the client’s individual financial situation, and were able to provide support throughout the entire process.  

What was your motivation for choosing this career? 

I started at Saffron back in 2012 and have spent the majority of my career working on the savings side of the business. I remember looking at the different teams who were more closely involved with our mortgage offerings, and after some chats with the team, I realised I may be more suited to a mortgage-focused position. When an opportunity came up, I jumped at the chance and have never looked back.  

If you could do any other job in the property sector, what would it be and why? 

I really do love my job but if I had to move, I would probably opt for property surveying – a job which has always interested me. As a surveyor I would still be helping individuals buy homes, and would be able to add real value by making buyers aware of any hidden issues to potentially save them money in the long run. 

What did you want to be growing up? 

Something you probably hear from quite a lot of people, but I would have loved to have been a footballer. I actually studied sport and exercise performance at university, but ultimately realised I could add more value in the financial services sector. I will always have a love for sports and use my spare time to play and watch whenever I can.  

If you could have one superpower, what would it be? 

I would want to be able to travel anywhere instantly. As a BDM, I have to attend a lot of in-person broker meetings and travelling takes up a lot of my time. It would also be very handy to get me to exotic destinations every weekend. 

What is your strategy for tackling challenges? 

Tackling challenges is something that you have to do a lot as a BDM. You need to manage the relationships and expectations of brokers whilst also maintaining good relationships with various internal teams. When trying to find a solution to a challenge, I think it’s important to get as much information as possible about the borrower’s situation before making a decision or committing to anything. It is also important to conduct your own research into what has happened, getting both sides of the story before problem solving and providing a response. 

And finally, what’s the strangest question you’ve ever been asked? 

How much will the house value decrease if a member of the family is buried in the garden? 

What locations and how many advisers and broker firms do you cover in your role? 

My remit is focused on clients across the South of England. 

What personal talent/skill is most valuable in doing your job? 

The most valuable personal skill is the ability to build and nurture strong relationships. Establishing and maintaining meaningful connections with brokers is paramount to success. Effective communication, empathy, and a keen understanding of their needs allow me to not only provide tailored solutions but also foster a sense of trust and collaboration. These interpersonal skills are the cornerstone of creating enduring partnerships, ensuring that brokers view me not just as a representative but as a reliable ally in their endeavours. The ability to cultivate these relationships not only enhances our mutual success but also contributes to a thriving and dynamic business ecosystem. 

What personal talent/skill would you most like to improve on? 

I would really like to improve my gardening skills as it has taken a bit of a back seat, particularly in the past year. I enjoy spending time outside and did have a beautiful-looking garden during the pandemic. However, this year I haven’t been so focused on it and the poor roses show it. In 2024, I am determined to get it looking nice again and improve my knowledge of what plants work well in different areas as we get a lot of sunshine in my garden. 

What’s the hardest part of your job? 

The ever-changing market and I can see it from the broker’s point of view too. What would have been straightforward a few years ago isn’t the case anymore. Cases appear to be more complex, and this requires brokers to spend more time sourcing an option for clients. The way I try to overcome these challenges is to remain up to date on industry changes and talk with brokers. 

What do you love most about your job? 

Going out there and building strong, personal relationships with clients and brokers alike, which helps me to be as supportive as possible in what can often be a stressful time. I’ve also found that the culture within The Nottingham is amazing.  

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you? 

To persevere in what I’m passionate about. After finishing school, I really wasn’t sure what I wanted to do but thought finance would be a good option, as I enjoyed math. I studied accountancy and taxation at university but decided it wasn’t the job for me as I enjoy talking to people too much. Instead, I decided to apply to work in a branch of Cheltenham and Gloucester (C&G) where I was able to talk to different people and help with their financial decisions.  

I am really keen that everyone should have a good understanding of their finances and how decisions can have a long-term impact, particularly younger generations. That is something I am currently trying to teach my son about. 

It was during my first role at C&G I was told to go for what I am passionate about and it has really paid off as I am now in a role which I love. Knowing I am helping to make a difference is really rewarding. 

How do you keep up to date with developments in the market? 

By checking industry updates on LinkedIn or catching up with other local BDMs. Coming from a broker background, I have built up good relationships with other BDMs. It’s really important to have a relationship with other lenders as well to update my knowledge and support each other. 

What is the most quirky/unique property deal you’ve been involved in? 

There was a couple with an unconventional vision for extending their home. I was able to support them by collaborating with valuation experts to showcase the extension’s value, while complying with regulations. Through this tailored approach, we secured a mortgage, turning their dream into a reality.  

What was your motivation for choosing this career? 

Having worked in the industry for over 10 years now, financial services is what I love. Having been a broker myself for over six years it really suited me whilst my son was younger as I could remain local. When he got older, I was able to make a career change. There are many similarities between the role of a broker and a BDM – I get to ask lots of questions and find out more about the people I am talking to and find a solution. As a broker, I built up great relationships with my clients, some of whom I would now consider as friends. It has been the same since starting the BDM role where I have built up lovely relationships with brokers. Helping find an answer to a problem really is rewarding and what spurs me on in this job. 

What did you want to be growing up? 

As a child, I had a love for animals and always wanted to be a vet. However, I grew older and realised I wouldn’t always be dealing with cute and fluffy animals. There would be a less glamourous side, so I decided perhaps it wasn’t for me. 

If you could have one superpower, what would it be? 

Being able to teleport everywhere. Often when I’m out on the road I can be driving long distances and I often think how easy it would be just to teleport between meetings. However, sadly that isn’t possible so I have to plan my days efficiently. 

What is your strategy for tackling challenges? 

To remain confident in myself that I will find a solution to any challenges I am faced with. Sometimes it can be difficult when you are faced with a problem, however if I maintain a positive outlook, it really helps in tackling any issues. I will always set realistic expectations and be clear about the steps I need to take, as a result, brokers have a clear understanding of what is going on and are happy in the knowledge something is being done. 

And finally, what’s the strangest question you’ve ever been asked? 

This had very little to do with mortgages, but it certainly got me thinking when a client asked me what animal would best represent me as a person. 

What locations and how many advisers and broker firms do you cover in your role at Dudley BS?

I cover the North of England as well as the top 50 key accounts, from Scotland down to Birmingham.

What personal talent/skill is most valuable in doing your job? 

For me, it’s communication – it’s all about listening as well as speaking! I need to communicate effectively, not only with mortgage brokers but with internal teams such as underwriting, products, etc.

I see my job as being the face of the Dudley BS, responsible for communicating what the company is and what we stand for to external clients. I can then feedback into the team to help us improve as a lender.

What personal talent/skill would you most like to improve on? 

I need to try and not do everything myself. We could all be better at this. Delegate tasks, people like it and it helps everyone, go on try it.

What is the hardest part of your job? 

Frustration when brokers cancel appointments that they have organised.

What do you love most about your job? 

Meeting people and building a relationship. Helping brokers place cases is key for me, whilst managing existing relationships. Also getting to know a broker on a personal level, I am a people person.

What is the best piece of career-related advice you’ve ever been given? Who gave it to you?

I have two, both from my mam (northern speak for Mum): Venture outside your comfort zone – push past your limits, you will learn new things and try new experiences.

Improve, don’t perfect – Strive for constant improvement, not perfection as perfection doesn’t exist.

How do you keep up to date with developments in the market? 

LinkedIn, Mortgage Strategy, Mortgage Solutions and The Intermediary newsletters, but also regular contact with other BDMs and KAMs in the field. Also, we all know brokers like to talk. They tell me what is going on too.

What is the most quirky/unique property deal you’ve been involved in? 

A detached property with 20 acres, outbuildings and an annexe. The income wasn’t an issue, but the customers wanted to convert the outbuildings to personal storage and an area for their children. The annexe was going to be used for the family to stay in. The clients also had horses so wanted a property with large acreage for their horses. Yes, I did get it agreed and it completed.

Tell us about your trickiest case – what happened and how did you resolve the problem(s)? 

My trickiest case was a foreign income joint application with a joint borrower sole proprietor. The father, who lived abroad, was going onto the mortgage to help the son get on the property ladder and it was paid in a foreign currency. The father was also providing the deposit.

As well as being paid in Swiss Francs, the father was paid on a day rate and had changed employer within last year. The son was on bursary income and studying at university.

The underwriters weren’t comfortable proceeding due to the change of employer in the last 12 months, so they declined the case. However, I spoke with the broker to gain an understanding of the employment history for the father. He had been in the same industry for a number of years and just received an external promotion and a pay rise. I asked the broker to provide the current contract and previous contracts to demonstrate income and then put a case forward to the underwriters with reasons why. Consequently, the decision was overturned.

What was your motivation for choosing this career? 

I get to play a crucial role in the growth of Dudley BS. Being able to implement change and helping brokers and customers achieve their goals. It’s a people business and that’s the big motivation for me.

If you could do any other job in the property sector, what would it be and why? 

Mortgage adviser – dealing with people and giving advice. Helping clients achieve their home ownership goals. There are some great firms out there and I would like to work in a busy office dealing with all types of customers.