Business development managers (BDMs) and advisers (BDAs) have been restructured into regional teams with intermediary calls routed directly to the team for that area.
The lender said this aimed to provide greater consistency and familiarity of contact, along with having expertise where there may be different processes, such as in Scotland.
It now has more than 50 BDMs alongside 40 BDAs supporting product and criteria enquiries through the broker chat service or by telephone.
Nationwide said the total number of enquiries handled by the two brands’ intermediary support teams had reached almost half a million in the last year.
Head of intermediary support and new build Andy Dean (pictured) said the lender was listening to brokers and focussing on offering teams of dedicated experts to support intermediaries’ pre-submission queries.
“We’ve committed to maintaining choice in the way brokers interact with us, either by call or broker chat, which was recently upgraded to deal with technical queries,” he said.
“By regionalising our teams, it means intermediaries will be routed through to experts that primarily support their patch. It enables the BDAs, alongside the BDMs, to work closely in their regions to build local understanding.
“It also allows for faster response times, more time for quality discussions, supporting ‘right first time’ packaging and gives brokers a level of confidence that there are multiple layers of support,” he added.
A video outlining the changes is available on the Nationwide and TMW broker websites.