LEEK United Building Society is working hard to improve its service to mortgage Intermediaries and customers – thanks to some in-house ‘home improvements’.
The Society has restructured its Mortgage Intermediaries Team, separating the team’s business development and mortgage processing functions.
This will enable the Mortgage Consultants to focus on responding to application enquiries from Intermediaries, whilst also proactively contacting Intermediaries to increase awareness of the Society’s competitive product range and recently re-vamped lending criteria.
Head of Customer Operations, Lilian Starkie, said the ultimate aim was to build strong and sustainable relationships with Intermediaries: “A successful Intermediary partnership is all about working together to achieve that common goal of mortgage completion for our mutual clients.
“We aim to build on these relationships by placing more emphasis on the business development role of our Mortgage Consultants, who will offer support by telephone and e-mail. In addition, we will also be out on the road visiting locally-based brokers and some of the big broker networks to raise awareness of what we offer and how we can assist them.”
The Team’s business development function will be managed by Clare Beardmore, Leek United’s Head of Marketing and Sales Products.
Said Clare: “We have listened to feedback from our Intermediaries who tell us that they like the personal service we offer. By developing these relationships further, brokers will become more familiar with our requirements and the type of lending we will consider. This, in turn, will give them the confidence that placing their business with the Society will proceed quickly and smoothly, and with a degree of certainty of successful completion.”
Meanwhile, the Team’s Mortgage Administrators will continue to focus on the processing of mortgage applications, from initial assessment to submission for underwriting. Over the past few weeks the Society has introduced a number of processing efficiencies to streamline and speed up its service delivery, with further improvements to come.
Added Lilian: “The Intermediary market is an important part of the Society’s lending strategy and ultimately we want to increase our current market share by reaching more Intermediaries and networks.”Back to news