Which locations and how many advisers and broker firms do you cover in your role at Bank of Ireland for Intermediaries?
I primarily cover the North West of England, but my remit also includes firms based in Gloucestershire, Colchester and London. Altogether, I support around 310 broker firms, which means I see an incredible variety of cases and market needs on a daily basis. My role is about understanding each broker’s business model, their client base, and the challenges they face. Whether I’m helping with a first-time landlord in Manchester, a portfolio landlord in Colchester, or a high-net-worth (HNW) remortgage in London, the breadth of our core range – from residential and buy to let (BTL) to more complex scenarios – means I can offer solutions that are genuinely relevant across the board.
What personal talent or skill is most valuable in doing your job?
Multitasking and problem-solving are absolutely key. Brokers need quick, clear answers, particularly when working on cases that sit just outside standard criteria. That’s where our Bespoke range really comes into its own. One broker phone call to a BDM like me to check suitability opens the door to our bespoke service built around people, not processes. Bespoke combines human underwriting insight with the consistency and reliability of the bank’s core proposition. That combination makes life much easier for brokers and means we can focus on getting to ‘yes’ wherever possible.
What personal talent or skill would you most like to improve on?
Organisation. With the volume of activity in this role, with hundreds of firms, constant product updates, and the fast pace of the mortgage market, it’s easy to get pulled in multiple directions. I’ve become adept at managing competing priorities, but there’s always room to refine my processes so I can respond even faster without losing that personal touch brokers value.
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What’s the hardest part of your job?
It’s knowing that not every case can progress, even with the flexibility we offer. Our Bespoke range allows us to go much further on complex cases, but there are still times when a scenario just won’t meet our risk appetite. That’s never easy, especially when a broker has invested a lot of time and effort. But I always make sure they walk away with clear feedback, so they know exactly where the roadblocks are, and often we can work together to reshape the application for a successful outcome next time.
What do you love most about your job?
The unpredictability. No two enquiries are the same, and that keeps it exciting. I love the challenge of working through different scenarios, meeting new brokers, and building long-term relationships. Service is where we really stand out. We’re known for our accessibility and willingness to have those real conversations with brokers. I get a huge buzz from helping someone place a tricky case, especially when it’s a situation they thought might not be possible.
What has been the biggest lesson you’ve learned in your career?
Never give up. Whether it’s a challenging application or a personal hurdle, persistence is vital. I’ve seen so many cases that looked impossible at first glance come good because we explored every avenue. That’s why having an experienced BDM and skilled underwriters on your side matters. We know how to navigate the complexities and spot opportunities others might miss.
How do you keep up to date with developments in the market?
I’m an avid reader of both trade and national press, but sometimes valuable insight can also come from conversations with brokers and colleagues. Talking to brokers on the ground gives me a direct line to what’s happening in their world, from local property trends to emerging client needs. That’s invaluable in shaping how I position our products and services, ensuring they remain relevant and competitive.
What is the most quirky or unique property deal you’ve been involved in?
There have been plenty over the years – that’s one of the joys of this industry. Each one tells a different story, from unusual property types to creative income structures. It’s this variety that makes the role so engaging and underlines why having both a core range and a flexible Bespoke option is so important.
What was your motivation for choosing this career?
I’m a people person through and through. I enjoy hearing clients’ stories, understanding their challenges, and working with brokers to find solutions. It might be a complex income case, an unusual property type, or a BTL property with a shortfall that needs top slicing. Every challenge is an opportunity to problem-solve. Helping a broker get that ‘yes’ for their client is incredibly rewarding.
If you could do any other job in the property sector, what would it be and why?
Probably an estate agent. I’m naturally curious, I love property, and I’d enjoy seeing the inside of homes while helping people make big life decisions.
What did you want to be growing up?
A midwife or a teacher. Both appealed to me because they’re about helping people, and that’s exactly what I do now, just in a different context. My focus today is on helping brokers help their clients, which is just as rewarding.
Where do you see yourself in five years?
I’ll still be working hard, unless my lottery numbers come up! Realistically, I see myself continuing to support brokers, deepening relationships, and growing with the business as Bank of Ireland for Intermediaries evolves.
If you could have one superpower, what would it be?
Invisibility, purely so I could be a fly on the wall. You’d learn so much!
What is your strategy for tackling challenges?
Step by step. If something feels overwhelming, I break it into manageable pieces. Trying to fix everything at once is rarely effective. This is exactly how I help brokers navigate complex mortgage cases. Breaking them down, tackling each element, and finding a path forward.
What is your greatest skill, either work- or non-work-related?
Parenting teenagers. If you can do that, you can handle anything! It’s about patience, communication, and a lot of creative thinking… all of which are equally useful when working in mortgages.
And finally, what’s the strangest question you’ve ever been asked?
There’ve been plenty. But in this job, nothing really surprises me anymore. Every day brings something different, and that’s what makes it such a brilliant industry to be in.
