From tomorrow, the lender will pair up a field and phone BDM to work in partnership to give brokers what it hopes is a more “tailored and effective service.”
This approach was implemented last year for central London brokers following a 2016 pilot, which is now being rolled out across the UK.
NatWest said the benefits for brokers include:
- They will get a more responsive service and greater access to at least one BDM. So if the field BDM is in a meeting, a broker will call the phone BDM.
- A field BDM will be able to provide hands-on training, participate in team meetings and give face-to-face presentations. A phone BDM will conduct webinars and is better placed to answer web-based questions.
- The two BDMs will dovetail to provide a seamless broker journey. For instance, when one is on holiday the other one will still be working, so there will not be any disruption in service.
- Brokers will have more opportunities to speak to and see a BDM and it will enable the BDMs to deliver a more responsive follow up to any discussions.
Mark Bullard, head of sales at NatWest Intermediary Solutions, said: “Our team of BDMs are quite rightly highly regarded by the brokers they serve. Their proactivity, knowledge and experience will enable mortgage advisers to get the best outcomes for their customers. We wanted to build on this solid platform to give intermediaries an even better, more cohesive service and believe that by assigning a field and phone BDM to each broker we will achieve this.
NatWest’s BDM support team will also be aligned to support specific BDM teams so that brokers will have the chance to ‘establish a relationship with the broker,’ said NatWest.