Scarborough invests in branch-based, one-to-one broker support
The branch refocus on broker business forms part of a major redevelopment of the society’s intermediary operation. Branch managers will visit local brokers and have telephone contact with those further afield in order to discuss cases on an individual basis. Regional managers will be given a lending mandate and branch managers will request that local brokers submit applications to the branch, where they will be allocated a case manager.
A broker desk offering extended opening hours to handle the increase in enquiries and an intermediary website with Key Facts Illustrations and downloadable forms have been established to support the move with full online applications and case tracking planned for 2006.
The Scarborough is also establishing connections with mortgage clubs including Legal & General, Premier Mortgage Service and Portfoleo through which it is launching a number of exclusive products.
Simon Evans, relationship manager at the Scarborough, said: “While many lenders are moving more and more towards a one-size-fits-all option, we believe personalised service counts for a great deal. We understand every case is unique and it’s therefore vital we can be both attentive and responsive to individual needs in order to help brokers deal with their cases as quickly and efficiently as possible.”
Andy Pratt, chief operations officer at Alexander Hall, said: “For a smaller intermediary lender it’s quite a good move as you can use a personal approach. However it depends on the quality of the managers with the lending mandate. If the process is centralised, brokers can work with the lender and speak to different people in order to push things through. With a localised process you are stuck with one person whether they’re good or not.”