The Mortgage Administrator iVENT takes place ONLINE.
|09.00-09.30||Networking time with sponsors|
|09.30-09.45||What does the ‘new normal’ mean for the adviser community?
What will the mortgage market look like over the next 12 to 18 months? Do we anticipate business levels falling off in some areas? Are other sectors set for growth?
What have we learned from our own changing working patterns and those of our customers throughout the pandemic lockdown? Will some of our newly learned behaviours stick, and might we have to change some aspects of the adviser and administrator role to service new customer behaviours?
John Scrivens, regional intermediary relationship manager, Skipton Intermediaries
|09.50-10.05||Sector focus: buy to let
Understanding the challenges and opportunities your landlord clients are currently facing and how this impacts their strategies for buy-to-let business. How are product and lender criteria changing? How does this impact on your role in offering seamless customer service and efficient case submission with the lender?
Are there considerations for portfolio landlords and limited company buy to let?
Simon Cockerill, head of sales, Kent Reliance for Intermediaries and InterBay Commercial
|10.10-10.25||Understanding the evolving product criteria mix
Mortgage payment holidays and furlough leave are just two new elements resulting from the pandemic which have shone a light on lender product criteria. Are you fully up to date with changing mortgage criteria and how lenders are treating customers according to their changing circumstances? How do these changes impact on your client conversations and ultimately the advice process for your adviser colleagues?
Jason Hegarty, founder of Criteria Hub
|10.25-10.45||Networking time with sponsors|
|10.45-11.00||Sector focus: protection and GI
Why is it important, particularly now, that every customer receives protection advice? And why are some customers choosing not to take it?
What is your role in making sure that the customer has adequate cover? Customer communication, reminders and liaison with your adviser colleagues are critical components in making sure that this opportunity and customer duty of care are not missed.
Andy Walton, protection proposition director, Mortgage Advice Bureau
|11.05-11.20||Regulation and compliance update
Understanding the evolving regulatory landscape. How do you ensure that you are keeping on top of your compliance obligations, retaining high levels of attention to detail and accuracy for your clients? What is your role in helping identify and reporting potentially fraudulent activities?
Paul Fothergill, compliance policy and regulatory development manager, Sesame Bankhall Group
|11.25-11.45||A day in the life of a lender
Understanding the rationale for different lending strategies. Why do lenders make the lending decisions they do, particularly in the current climate? Why do some lenders ask for certain documentation or verification of a borrower's circumstances when others don’t? What leads to withdrawal of products or a change of criteria, sometimes with little notice? How do you equip yourself to ensure you are working with lenders to get the submission process right first time?
Jeremy Duncombe, director of intermediary distribution, Accord Mortgages
|11.45-12.05||Networking time with sponsors|
|12.05-12.20||Effective client contact strategies
We are in a period of changing client requirements and evolving customer financial circumstances. Furlough leave, the threat of redundancy and potentially a sustained recession have added to the pressures of restriction of movement. As a result, your advisers’ clients will experience a range of emotions that you will need to manage in your customer contact. How do you keep clients optimistic, informed and realistic about the options available to them?
In the new, more digitised/remote contact world, what is best practice when explaining the mortgage process to a borrower?
How can you adapt when dealing with different customers exhibiting diverse emotional responses?
Ben Williams, corporate relationship manager, Coventry for Intermediaries
|12.25-12.45||Administrator panel discussion
What makes a successful administrator? Listen to some experienced administrators talking about the challenges and highlights of the role; the tips and tricks that help increase efficiency, build and cement relationships and enable them to perform their role at a consistently high level. Delegates can submit questions prior to the event for coverage in this session.
Katie Hoyle, senior case manager, One 77 Mortgages
Danielle Moore, event director, Mortgage Solutions
|12.50-14.00||Networking time with sponsors|