Know Your BDM: Tyler Sullivan, Gatehouse Bank

Know Your BDM: Tyler Sullivan, Gatehouse Bank

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.

 

Know Your BDM: Cavina Harrison, Dudley BS

Know Your BDM: Cavina Harrison, Dudley BS

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. 

Know Your BDM: Avril Dugdale, Nottingham Building Society

Know Your BDM: Avril Dugdale, Nottingham Building Society

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.

Know Your BDM: Simon O’Donnell, Saffron Building Society

Know Your BDM: Simon O’Donnell, Saffron Building Society

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? 

 

Know Your BDM: Rachel Bridle, The Nottingham

Know Your BDM: Rachel Bridle, The Nottingham

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. 

Know Your BDM: Sarah Rose, Dudley Building Society

Know Your BDM: Sarah Rose, Dudley Building Society

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.

Know Your BDM: Jacquie Weddell, Leeds Building Society

Know Your BDM: Jacquie Weddell, Leeds Building Society

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

I cover the beautiful North East, which stretches from Northumberland to Northallerton, encompassing five post codes, and over 650 broker firms.  

  

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

There are so many skills needed to be able to help brokers across the region, but I think it is essential to know the right questions to ask and to be a good listener.  

  

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

We are a fast-paced and ever-changing industry. Technology is improving all the time, so it is important to me that I keep on top of new systems that allow me to help find solutions for brokers and members. 

  

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

I’m often in broker meetings or driving so the hardest part is finding the time to check emails and return the numerous calls I receive. 

  

What do you love most about your job?   

Helping a broker find a solution to secure a mortgage for their client. A happy broker is a happy BDM and I love to be able to make a difference to people getting onto or moving up the property ladder.    

   

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

My dear dad once said, “you only get out of life what you put into it”. He had such a strong work ethic, and that piece of advice has stayed with me throughout my career, and in every aspect of life.  

  

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

I love to read articles on what is happening in our industry and I try to carve out time to attend webinars and live events that are relevant to my role. I use LinkedIn to connect with people in the industry and enjoy reading what my peers are sharing online. I would urge any broker to follow Leeds Building Society for Intermediaries on LinkedIn to access the useful insights shared. 

  

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

I supported getting a mortgage over the line for a green self-build property, many years ahead of its time.     

  

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

A client was sat outside their new-build property, ready to move in at Christmas time. However, the funds hadn’t been requested in time for completion that day. The client had completed on their old property so were homeless at this stage. By working collaboratively with all teams, internal and external, completion took place that same day and the customer was in their home instead of a hotel for the festivities.   

  

What was your motivation for choosing this career?  

I like to make a difference to buyers who are looking to move onto or up the property ladder, and helping brokers to do this is my motivation. I worked in protection for many years so ensuring people remain in their home throughout any life event is very important to me. 

  

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

I have no desire to leave the mortgage or protection sector. It is my passion.  

  

What did you want to be growing up?   

I wanted to be an air stewardess. I always thought it looked so glamorous and would help you to see the world. But I’m a bit clumsy so I’m better working on the ground.  

  

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

To read someone’s mind.   

  

What is your strategy for tackling challenges?    

I like to look at the bigger picture and through the eyes of all involved. I work to identify the cause of any issue and work collaboratively to resolve it quickly and effectively. It’s also important to ensure measures are taken to ensure the situation doesn’t happen again.   

  

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

I wouldn’t say I have been asked a strange question. As the old saying goes, there is no such thing as a stupid question. I’d encourage anyone I was working with to ask me anything they need help with. 

Know Your BDM: Kate Whelan, Leeds Building Society

Know Your BDM: Kate Whelan, Leeds Building Society

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

I cover the North West including Greater Manchester, Liverpool and West Lancashire. My patch stretches up to the Fylde Coast, covering seven postcodes and over 1,100 brokers. 

  

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

I think it’s really important to be both relatable and knowledgeable. Having good relationships with intermediaries relies on those two things.  

  

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

Using Linkedin. It is such an amazing tool in an industry like ours and there’s some really informative and interesting content on there. I wish I could be more creative with my own social media platforms, but I continue to try. 

  

What’s the hardest part of your job? 

Traffic and driving in bad weather. 

  

What do you love most about your job? 

I love meeting and speaking with new brokers. I also love exploring new areas. One day I could go from a city centre, to a rural village and then onto a beautiful coastal town.  

  

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

My mum has always been an inspiration to me and I admire her work ethic. She also worked in financial services. She brought my sister and me up alone and worked hard to provide for us. I think it really made me realise how important it is to have a good career that you enjoy. 

  

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

I love to read industry publications to keep up to date on what is happening. I keep in close contact with the other BDMs at Leeds Building Society, and we make time to catch up on market developments and industry news. 

   

What was your motivation for choosing this career? 

I fell into a career in financial services. I started out working in insurance and then moved onto mortgages. When I first started working with brokers years ago in one of my previous jobs as a telephone account manager, I knew a field-based BDM was what I wanted to do.  

  

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

I could imagine myself as an estate agent. I love looking at properties and I am interested in interior design. I once bumped into TV presenter George Clarke in Leeds, and to say I was excited was an understatement. I really love his shows. 

  

What did you want to be growing up? 

A firefighter – so a bit of a different career path. 

  

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

To change people’s mindsets (including my own at times). My son has ADHD and really struggles with his confidence with learning. It would be nice to be able to help people see themselves how others do. 

  

What is your strategy for tackling challenges? 

Just do it – we can all procrastinate and put things off, but it is better to tackle things head on. Just pick up the phone and have that challenging conversation. Usually, the outcome isn’t as bad as you expected anyway. 

  

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

I was once asked if we’d consider lending to someone currently in prison to pay the loan off on his Spanish villa. 

Know Your BDM: Serena Grewal, Hampshire Trust Bank

Know Your BDM: Serena Grewal, Hampshire Trust Bank

 

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

I cover the city of London, which is the home of some of the largest broker firms in the country.

 

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

Being very honest is vital as it provides my brokers with confidence that I will deliver on any promises I make. Understanding the mortgage industry is also crucial as it allows me to simplify complex cases in order to find the right solutions.

 

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

I try to help as much as possible when complex cases are given to me. Although I have found it difficult in the past, I’ve learnt that sometimes it is better to review a case rather than forcing it.

 

What is the hardest part of your job? 

I would say maintaining a good work/life balance. I am sure we all agree that we could work 24/7 in mortgages. I have called a broker back at 9pm on a Friday in the past. Although I am getting much better at switching off at a reasonable hour.

 

What do you love most about your job? 

I really love the relationships I build with my brokers. There is no better feeling than when we collaborate to successfully get deals over the line and deliver for their clients.

 

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

My father, who is very successful in the IT industry, always told me to do the right thing no matter what and treat people how you would like to be treated. I think this applies to all industries and echoes the importance of acting with integrity. This has meant that I have achieved what I have while being my authentic self.

 

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

Staying informed about market developments is a personal priority of mine. I actively subscribe to several industry newsletters, and I engage in meaningful discussions with both colleagues and friends, covering a wide spectrum of industry-related subjects. This commitment ensures that I remain well-informed and connected within my professional sphere.

 

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

I was approached about lending on ‘House of the Year 2013 at the New London Architecture Awards’. Situated in Walworth, London, the two-bedroom house called Archway Studios is built into a rail viaduct, incorporating living accommodation and a workspace, it’s a property that I won’t forget in a hurry.

 

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

Buying my own home was far from straightforward. I had some unregistered land in the garden which I had never come across before. I had to get in touch with the land registry and they came round after quite some time. Unfortunately, the lender had not mentioned the land in the write-up when the property was originally registered. This shows the importance of a property specialist to help ease the admin burden that all brokers face.

 

What was your motivation for choosing this career? 

I have always enjoyed meeting people and helping them. I started my career at Natwest as a mortgage adviser with the aim of helping people to achieve their property aspirations and then moved to the lending side to support brokers in delivering these aspirations.

I know how valuable a great BDM can be and I want to be the go-to person for complex BTL scenarios. It is improving, but I also think that we need more woman across the mortgage industry.

 

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

I enjoy watching TV programmes like Grand Designs, so I would love to be involved in building high-end bespoke homes and then build myself one of course. This would be energy efficient but also have a wine cellar, cinema and swimming pool.

Black History Month: A chance meeting got me into the mortgage sector – Chawatama

Black History Month: A chance meeting got me into the mortgage sector – Chawatama

Shane Chawatama, sales director at Knowledge Bank, made his start in the sector as an insurance adviser before making the switch to mortgages. 

 

  

 

Have you always wanted to work in the finance sector? (if not, what job did you picture yourself doing?)   

Certainly not. Even now, my friends and family find it surprising that I am in the financial services industry. For many years, I had my sights on becoming a chef. Food has always been a big passion of mine. 

  

How did you get into the industry? 

It all began with a chance meeting with Ying Tan. A mutual acquaintance thought it would be beneficial for us to meet and discuss the possibility of me switching from the insurance industry to the mortgage industry. One meeting with Ying was all it took to make up my mind. I initially started as a specialist insurance broker, but after making the switch to mortgages, everything fell into place. 

 

What is your favourite thing about working in the sector? 

The most rewarding aspect has been the impact I can make on people’s lives. It is not just about helping people finance their homes; it is about enabling dreams, facilitating better schooling opportunities for children, and providing financial support for families. The impact on people extends to those I have worked with and managed, and there is immense satisfaction in witnessing their development and growth.  

  

Did you ever feel there were barriers due to your race? 

When I entered the industry 11 years ago, there were noticeably fewer black people at events or in leadership roles. In my mid-twenties, and new to the sector, I didn’t see peers who looked like me being successful. The lack of representation was palpable and certainly acted as a barrier. The saying goes, “If you can dream it, you can see it. If you can see it, you can do it,” but there was nothing to see for a long time.  

  

Do you feel like diversity and inclusion has improved over your time in the sector?  

Yes. The industry has now evolved. Companies are now focusing more on building diverse teams. While it feels like we are still in the early stages, with plenty more to learn and unlock, we are certainly moving in the right direction.  

However, it is worth noting that many minorities and women often find themselves starting their own businesses. One has to question whether this is this because there is no growth made available in the established firms. More needs to be done to attract diverse talent and retain it. There are tough conversations to be had and feelings may be hurt, but I believe as an industry we are getting braver. 

  

Who in the sector inspires you most? 

Sundeep Patel stands out as a major inspiration for me. He is not only incredibly knowledgeable but also humble. From my first dealings with him, he was open to sharing his wisdom. Not only to offer guidance in terms of mortgages, but also as a mentor helping me to understand and navigate the industry better as a minority.  

Ying Tan has been an amazing influence on my life and career. His achievements and how he has attained them are simply inspiring.  

Considering their backgrounds and who they are as individuals, really makes them stand out. 

  

Outside of the mortgage/finance market, who is your biggest inspiration? 

My family. The sacrifices my parents made, the examples set by my older siblings, and the levels of ambition and boundaries pushed by the younger ones. They really are an impressive bunch and I am fuelled by their success.  

  

What advice would you give to anyone from a minority group who is thinking of joining the industry? 

Do it. Take the leap and join this brilliant industry. You will need to create a wide network around you. Find those who will act as your “sponsors” and actively seek out a diverse group of mentors, to help guide your journey. The industry is a great place to work. There are so many fantastic people who will support your growth. It is important to bring your unique background and life experience. That will enrich the company you work for, internally and externally.  

Hold yourself to a higher standard. But don’t hold yourself back at the same time. 

  

What has been your biggest career achievement? 

As a broker, I chaired our “social committee”. We set this up to enrich the culture for the brokerage. Having worked in sales for a big part of my career, the culture is one which can easily breed a level of self-interest. I set out to build something to promote a positive impact within the community. To give the employees something to celebrate which isn’t solely monetary.  

To do more for charity and to make a lasting impact. The results of this are the culture built, the lifelong bonds created and the impact on those supported. This committee raise tens of thousands for charity and has given hundreds of man-hours to help support local charities. 

  

What skills and/or qualities do you bring to your role? 

In a single day, my role can take me from a board meeting to discussions about system improvements, closely followed by discussing designs and GIFs with lenders and marketeers. In a day, I need to be able to add value in a variety of different areas. So, my willingness to learn, and ability to be adaptable are invaluable. My presentation skills, creativity and patience have all been formed based on my background and upbringing. These come in handy too. 

  

What life lesson or advice helped shape who you are today? 

There are a couple that have helped shape me. 

Understanding that failure is not fatal. Recognising that I will not always make the right decision, and that is fine, as long as I learn from it. This helped me relieve the self-imposed pressure to seek perfection, which can so often hold you back.   

“Alone you go fast, together we go far” has been instrumental. Working in sales you can easily feel it is you against the world. As I stepped into management, I learnt how important it is to take the team on the journey. To share the vision and provide clarity and guidance to effectively lead.  

  

Where do you see yourself in five years career-wise? 

In five years, I see myself as sales director – VP of sales. I love building things – and Lego remains one of my all-time favourites. At Knowledge Bank, we are building something special. The potential for what we can achieve is huge. The team is simply magnificent, and it is a pleasure to be a part of it. I still have so much more to learn from them, and the vision we have for the business is not only inspiring but has the potential to revolutionise the industry.  

I see myself playing a big part in that, contributing to something with purpose, that leaves a long-lasting impression.