PRIMIS resolved over 4,600 broker queries during March and April

Robyn Ashman

June 1, 2020

The product desk at PRIMIS Mortgage Networks resolved a total of 4,641 inbound queries from brokers during the months of March and April, marking a 29% rise from the normal average for this period (3,600).

Out of the 4,641 queries received from advisers between March and April, 2,263 were resolved during March whilst the additional 2,378 were resolved in April. During April, the product desk operated an email and call-back service as the network worked remotely.

Vikki Jefferies (pictured), proposition director at PRIMIS, said: “Today’s figures emphasise just how committed we are to supporting brokers during the current crisis.

“Our product desk team has been able to meet the heightened demand from advisers with incredible efficiency as the coronavirus outbreak has progressed – all while maintaining our high level of service.

“We are confident that with the team’s ongoing support, advisers will feel more confident in their conversations with clients and be better-equipped to continue achieving positive customer outcomes.”

The majority of queries received during March and April were regarding payment holidays, furloughed staff and LTV and product changes as a result of COVID-19.

The team also received queries relating to complex income and alternative lending solutions, and loan-to-value (LTV) caps on Automated Valuation Models (AVMs), as well as questions from portfolio and first-time landlords.

Today’s news follows the launch of PRIMIS’ new support hub within its exclusive customer relationship management (CRM) system, Toolbox, as the network continues to help AR firms during the COVID-19 crisis.

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