Which locations and how many advisers and broker firms do you cover in your role at Bank of Ireland for Intermediaries?
I look after Central London and the South East, and currently work with around 2,500 brokers.
What personal talent or skill is most valuable in your role?
Being friendly, approachable and reliable. I want brokers to know they can come to me with anything, no matter how big or small, and trust that I’ll do my best to help and get back to them quickly.
What skill would you most like to improve?
Not letting things get to me so much. I care a lot about what I do, and that can sometimes make it hard to switch off when things get tricky. Taking a step back and focusing on what I can control helps me keep a bit of balance.
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What’s the hardest part of your job?
Managing time. There’s a lot to juggle. Meetings, calls, emails, case queries, and keeping my diary in check, all while the odd problem pops up here and there. It’s a challenge, but I genuinely enjoy the pace of it.
What do you love most about your job?
The relationships. I really enjoy chatting to people, and when brokers send me pictures of their dogs or tell me about their holidays, I know it’s more than just a business interaction. That personal side is what I love most. It’s also how we work at Bank of Ireland for Intermediaries. We have proper conversations about cases, rather than ticking boxes. Being able to speak directly to underwriters and tailor things to the client makes a huge difference.
What’s the best piece of career advice you’ve received?
My dad always said: “Say yes to every opportunity.” Whether it’s a new role, an event, or something you’re not 100% sure about, go for it. It’s stuck with me. People remember the ones who are willing to get involved, and it opens doors you might not expect.
What’s been your biggest career lesson?
You can’t control everything. You can try your hardest and things still might not go to plan. That’s just how it is sometimes. Letting go of that has been a big lesson for me.
How do you stay on top of market developments?
LinkedIn helps me keep an eye on what’s going on, but more than that, we’ve got a really strong BDM team who share updates with each other all the time. We’re always talking about what’s changing and how it might affect our brokers. Affordability has been a big focus recently, especially for first-time buyers. We’ve got a flexible approach at Bank of Ireland for Intermediaries. We look at things like gifted deposits, and because we don’t just rely on credit score, we can also take a more common-sense view when a client’s situation doesn’t quite fit the mould.
What’s the most unusual property deal you’ve worked on?
A property with three kitchens, 15 acres and paddocks for the client’s horses. It used to be lived in by a farmer, so it had been split in quite an unusual way. It was a lovely place. Definitely one of the more memorable ones.
Tell us about a tricky case and how you handled it
With our bespoke proposition, I’m always working through different cases. Whether it’s making the most of a client’s income for the borrowing they need, getting unique properties approved by our survey team, or looking to ring-fence outgoings to increase affordability, every case has its challenges. That’s exactly what our criteria are designed for. I’m lucky to have great relationships with our bespoke underwriting team, which helps when I need to talk through cases and get the best outcome for my brokers and their clients.
What led you to a career in mortgages?
I started in banking as a cashier. Both my parents worked in the industry. I later completed CeMAP, became a mortgage adviser, and moved into the broker world. I loved helping people buy their first home or save money with a better deal. After three years, I moved to the lender side to broaden my experience, and it’s been a brilliant move. Working at Bank of Ireland for Intermediaries has opened my eyes to how much the lender’s approach can affect both the broker experience and the customer outcome.
If you could do any other job in the property sector, what would it be?
I’d love to be an estate agent selling high-value properties in London. I’m always scrolling Rightmove, so showing people around those homes would be a dream.
What did you want to be growing up?
A psychologist. I was accepted to study psychology at Surrey University, but took a gap year and, once I started working, I didn’t want to go back to student life.
If you could have one superpower, what would it be?
The ability to instantly understand and assess any situation so I could make quick, informed decisions and solve problems more efficiently.
What’s your approach to tackling challenges?
Break it down. Trying to do everything at once isn’t helpful. I prefer to take it step by step. That’s how I get things sorted.
What’s your greatest skill, in or outside of work?
Communication. Whether it’s explaining things clearly, listening or working with others, I focus on making sure everyone’s on the same page. That builds trust and keeps everything moving. It’s also a big part of how we support brokers. Not just through one-off calls, but by staying involved throughout the case. Whether it’s a straightforward remortgage or something more complex involving self-employed income, our job is to make it as smooth as possible.
And finally, what’s the strangest question you’ve been asked?
“If you could be any kitchen appliance, what would you be and why?” I said a blender. It’s versatile, fast, and can always mix things up.
