Which locations and how many advisers and broker firms do you cover in your role at Family Building Society?

I cover all the areas of the UK where we don’t currently have on-the-ground BDM coverage. This includes Scotland, parts of Wales, parts of Northern England. It’s a fantastic opportunity to build relationships with hundreds of intermediaries who may not have used or come across the Family Building Society.

What personal talent/skill is most valuable in doing your job?

I’ve found it’s important to keep a level head and not get carried away by the highs and lows. Remaining productive in generating new business and supporting brokers throughout the application process is also very important.

What personal talent/skill would you most like to improve on?

I’m studying for the CeMAP qualification to learn more about the industry and mortgage advice, to better support intermediaries, their clients and for my own personal development.

What’s the hardest part of your job?

Managing expectations, particularly in these uncertain times facing the industry and the changes that affect mortgage applications. My job is to be clear, concise and correct. Intermediaries must trust what we say and that we will do it.

What do you love most about your job?

Agreeing to quirky cases. Sometimes you must put a lot of work into agreeing a tricky case, liaising with senior underwriters to ensure everyone is on the same page. But it’s very satisfying when they complete. When I joined Family, I knew nothing about mortgages, having worked in investments before. But over time as I learned more, I realised this is what I wanted to do and that I enjoyed helping customers find a home. It is very satisfying when a deal is completed.

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you?

A colleague in a previous role once said to me, “don’t sell yourself short”, which stuck with me. It’s most people’s natural inclination to be bashful, but it is important to celebrate your achievements and be proud of them.

How do you keep up to date with developments in the market?

Reading the trade press, especially Mortgage Solutions. That is a great place to start. But, more generally, reading newspapers gives me a good understanding of what might affect the mortgage environment in the future.

What is the most quirky/unique property deal you’ve been involved in?

I am a big football fan and have always supported Hull City. I’ve been fortunate to be involved in a few deals involving players, coaches and managers. Due to the length of their careers, we have to think outside the box when monetising their income and assets. But, fortunately, we have a fantastic team of underwriters to help us do this when it makes business sense.

Tell us about your trickiest case – what happened and how did you resolve the problem(s)?

There are many, but cases where the client has multiple income streams are tricky. One case is that of a client who worked for six agencies as a care worker. It involved a lot of groundwork, getting the evidence to prove the income and reach the borrowing levels the clients needed. But it was very satisfying when we got there.

What was your motivation for choosing this career?

I genuinely enjoy helping people and come from a customer service background. Being a BDM gives me the opportunity to support both brokers and their clients, so it’s very fulfilling for me. I much prefer working for Family than previously working for a large multinational, primarily because it feels like a meritocracy, with transparency in how the business is performing, and we have a really close knit team of excellent individuals.

If you could do any other job in the property sector, what would it be and why?

Mortgage advice; as I’ve mentioned, I genuinely enjoy helping people get the mortgage they need, so being on the front line as an adviser would be rewarding from this perspective.

What did you want to be growing up?

For my sins, I studied politics at the University of East Anglia, which was a great experience. Growing up, I wanted to get involved in politics. Never say never, so watch this space.

If you could have one superpower, what would it be?

Great question. Being able to fly would be amazing. I’ve always enjoyed flying in planes, so why not cut out the middleman?

What is your strategy for tackling challenges?

Logically dissecting the challenges and using the knowledge of other stakeholders to come up with a plan for overcoming them. I’m a firm believer that more problems are solved when everyone with an interest is involved in the process, and you often get a unique perspective that you probably wouldn’t have thought of.

What do you enjoy doing in your down time?

Stereotypically, I enjoy playing football regularly, as well as tennis and badminton. I also love getting out into the countryside and being closer to nature, so I like to hike and camp when I can (come rain or shine).

And finally, what’s the strangest question you’ve ever been asked?

My ‘friends’ used to jokingly ask me if I was related to a Dutch footballer called Arjen Robben (you might need to look him up) when I was younger and had a shaved head. I don’t see it, but let me know if you do.

What locations and how many advisers and broker firms do you cover in your role?   

We have specific broker postcodes allocated to each relationship manager and my patch covers most of the southwest of England, Wales and the Cotswolds. 

What personal talent/skill is most valuable in doing your job?  

I think having a relationship manager who is helpful, knowledgeable and approachable is really important to brokers. 

What personal talent/skill would you most like to improve on?  

I’d like to improve my cardio score – exercise before work sets me up for the day ahead.  

What’s the hardest part of your job?  

Juggling a busy workload is always tricky but I like to think I manage my time well. 

What do you love most about your job?   

I love to travel and lending on holiday let properties all over the country is a joy.  There are so many beautiful places in the UK. 

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you?   

My dad always told me to find a job that you really enjoy and then do your best every day. 

How do you keep up to date with developments in the market?   

I read the industry press and watch the news every day. 

What is the most quirky/unique property deal you’ve been involved in?  

I helped a couple remortgage a property directly overlooking Edinburgh Castle – that was pretty special.  

Tell us about your trickiest case – what happened and how did you resolve the problem(s)?   

A customer recently had a problem which I couldn’t solve myself.  Collaboration with other teams in the business was the solution. 

What was your motivation for choosing this career?   

I love working with both people and numbers and getting deals across the line gives me a real buzz. This job is the perfect combination of all of those. 

If you could do any other job in the property sector, what would it be and why?   

I’d love to be an interior designer but in reality, I’m better with numbers than creativity. 

What did you want to be growing up?   

I always fancied being a detective as I love a mystery and am really observant. 

If you could have one superpower, what would it be?   

If I had wings it would definitely make broker visits more straightforward and reduce expenses. 

What is your strategy for tackling challenges?   

Take a step back and think carefully about the problem. It’s rarely as difficult as you think it’s going to be. 

And finally, what’s the strangest question you’ve ever been asked?   

Will you lend on an ex-toilet block holiday let conversion? 

This week, Mortgage Solutions is speaking with Amy Cliffe, intermediary mortgage desk adviser at Vernon Building Society. 

What does your role entail and how long have you been doing it? 

I began my role as an intermediary mortgage desk adviser at Vernon Building Society in November 2023. My day-to-day role entails being the first point of contact for mortgage intermediaries and developing effective relationships, processing new registrations, accessing decisions in principle (DIPs) and processing procuration fees. I’m also responsible for the accuracy of our lending products on sourcing systems. 

What attracted you to working in the mortgage/property/finance sector? 

I didn’t go to university and after finishing college; I had no idea what I wanted to do as a career. At the time, I was working part time at Primark, knowing I wanted a change, but not what that change was. The opportunity came for a role in financial services in savings in March 2020. In February 2022, while in this role, I was given the opportunity to join a broker programme that involved contacting brokers to re-establish a relationship. This was when I realised that I wanted to enter the mortgage world, but I wanted to be more involved in the case from start to finish. This is where the opportunity to join our local building society as an intermediary mortgage adviser came up, and I have loved it ever since. I love working in such a challenging industry and being an important part of the property chain. 

What were you doing in the five years before starting here?

I had finished college and was working part-time at Primark before I started my first role as a customer service specialist at Yorkshire Building Society in March 2020. While I was there, I was involved in saving account openings, became the home insurance champion, and also joined the Accord mortgages broker programme, which was my first experience in the mortgage sector. Before this, I had never even heard of a ‘mortgage broker’. 

What personal talent/skill is most valuable in doing your job? 

One of my favourite things to do is bake, which requires the ability to use your initiative and pay attention to detail, which is a key part of my role. I liaise with various internal and external clients on a daily basis, and a lot of my work revolves around ‘non-standard’ cases that require a lot of initiative to make work. 

What personal talent/skill would you most like to improve on? 

I would like to understand company accounts better for the self-employed. Once I have completed my CeMAP qualification, I plan to take a self-study accountancy course to further my knowledge in this area. 

How has the pandemic changed the way you approach your job? 

My first experience in the financial sector was a week before the pandemic occurred. I didn’t have to adjust to a ‘new’ normal in the industry, as this was my normal. It made me realise the challenging nature of the industry I was entering into. A lot of people’s lives have drastically changed since the pandemic, especially people’s finances and ability to apply for a mortgage. 

What is the most interesting/memorable property deal/case you’ve been involved in? 

A broker approached us with a local applicant who was looking to buy a residential property. The property was an old police station converted into a block of flats and had been declined by various other lenders due to its proximity to commercial premises and non-standard construction. We liaised with our valuers on various occasions, and we were happy to offer the mortgage. We took the time to understand the situation fully and make the case work, where various other lenders had failed. It was so nice to be able to do that, especially for someone local. 

Where do you see yourself in five years’ time? 

Hopefully, with my own residential property, fully qualified in my CeMAP and completing further studying to advance in my career such as a CERAR, AML or accountancy course. 

If present-day you could go back in time and tell yourself something five years ago, what would it be? 

Get on the property ladder as early as possible and fix the rate for as long as you can, because a pandemic is coming, and rates are going to increase drastically.

If you could have one superpower, what would it be? 

It would be that anytime I want to buy something, I always have the correct amount of money in my pocket to do so. 

And finally, what’s the strangest question you’ve ever been asked? 

Nothing to do with mortgages but I was once asked by a friend: “Would you rather have the power to stop time or to reverse time?” and it’s the first ‘would you rather’ that I’ve been asked that I still don’t know the answer to. 

What does your role entail and how long have you been doing it?    

I have been in this role for just over a year. My role entails providing valuation work of a high standard and monitoring market trends and feeding back where necessary. I also aid in providing a satisfactory customer journey as part of the mortgage application process, ensuring that we are lending on the correct type of properties within risk appetite as well as providing guidance and advice on property matters.  

What attracted you to working in the financial services sector?    

Rewind to December 2022 whilst having Christmas dinner with friends, I was asked what my ideal role would be. To which I responded, “undertaking mortgage valuations”. I longed to return to the road, gaining exposure to a variety of properties and regularly meeting people, as I did when working within my father’s firm in South Africa. This, coupled with a personal interest in property lending, risk appetite and investment, I was keen to widen my experience and decided to go job hunting. After coming across a vacancy at Paragon Bank, not only was I impressed by their staff retention rate, but I was motivated and excited to pursue the opportunity to be part of a team providing specialist lending advice, following a criterion that ensures that Paragon only lend on good quality homes supported by the surveying team. All of this whilst achieving the best outcome for our customers in a highly competitive market that requires an understanding of governance, property risk management and a high level of commercial awareness.  

What were you doing in the five years before starting here?     

After having emigrated from South Africa only a few months earlier, I had just started a new role in the affordable housing valuation advisory team at a well-known and high-profile property firm in London. I was also about to enroll in a master’s degree, working towards obtaining my MRICS [chartered member of Royal Institution of Chartered Surveyors] qualification, which I have successfully obtained.  

What personal talent/skill is most valuable in doing your job?    

Attention to detail; whether it be during an inspection, carrying out research or, identifying any areas of concern that could pose a risk or have an impact on the suitability of a property for lending. 

What personal talent/skill would you most like to improve on?   

I would love to improve my drawing skills. If only you could see my floorplans and illustration of trees within my site notes, you would understand.  

How has the pandemic changed the way you approach your job?   

Given the number of properties I frequent, I approach my job with extra care to ensure I protect both myself and anyone I come into contact with, which in turn keeps me productive by maintaining good health. The pandemic has also changed my perception of what a healthy work-life balance is, and how important it is to maintain. 

What is the most interesting/memorable property deal/case you’ve been involved in?    

Going back in time, the most memorable experience was when I was asked, by a rather enthusiastic client, to join in dancing and chanting around a tree in their garden. Always being up for a bit of fun and new experiences, I was happy to oblige and am filled with laughter every time I recall this peculiar moment. The most interesting case was recently carrying out a valuation on a multi-unit block of flats which was converted from an old granary. I loved how the original features were maintained whilst still providing a modern living space. 

Where do you see yourself in five years’ time?     

At Paragon Bank, filling the same role but having a large network of well-established relations within my region and hopefully having extended responsibilities within the team. 

If present-day you could go back in time and tell yourself something five years ago, what would it be? 

Brace yourself, it’s going to be a bumpy ride but it will be worth it in the end.  

What’s the biggest challenge you’ve tackled so far in your career?    

The whole journey leading to my MRICS qualification was a significant challenge, not only from the perspective of my career but also in my personal development. I encountered several roadblocks which tested my strength and made me question my future in the industry, but I am proud to have persevered and have learnt and developed so much as a result of the experience. 

If you could have one superpower, what would it be?    

The ability to fly, so that I can take myself to various holiday destinations. 

And finally, what’s the strangest question you’ve ever been asked?    

I was once asked: “Exactly how long is your hair, in centimetres”. Having never used a measuring tool on my hair, I was unable to provide an answer. However, I would have gladly answered any property measurement related questions. 

What does your role at Paymentshield entail and how long have you been doing it?

I’m the regional sales manager (our equivalent of a business development manager (BDM)) for the central region at Paymentshield, supporting 90 accounts and firms of all sizes with a number of advisers employed at each. I’ve worked here since August 2023. 

What attracted you to working in the mortgage/property/finance sector?

I saw a quote the other day that says you don’t choose financial services, financial services chooses you, which I think is bang on. I actually fell into the sector when I took a temporary role at a mortgage business unit after years of travelling. Little did I know, I’d discover a hidden passion for numbers, and within a few months, I was studying for my mortgage exams to become a broker. It was a surprising turn of events, but ultimately a perfect fit for my natural aptitude and interests. 

What were you doing in the five years before starting here?

I was brokering at a big estate agency local to me, and absolutely loved it. I really enjoyed my time there, becoming a senior mortgage broker relatively quickly. However, I’ve always been keen to upskill and to add more tools to my belt – so I took the leap to become a self-employed broker in 2020. 

Following this, I joined Pepper Money as a business development consultant before joining Paymentshield in summer 2023 – so I’ve had a huge amount of experience across the mortgage sector in a fairly short amount of time.

What personal talent/skill is most valuable in doing your job?

My greatest strength definitely lies in my ability to connect with people. Everyone communicates and operates differently, and adapting my approach to find a style that works best for each individual is crucial. Whether it’s collaborating with colleagues in team meetings, fostering relationships with clients, or interacting with various stakeholders, it’s all about finding a communication style that allows everyone to contribute effectively. 

This ability to connect stems in part from my own experience as a broker. Having walked in my clients’ shoes, I’m able to understand their challenges and aspirations. For example, having previously worked as a broker selling Paymentshield policies, I witnessed the significant advancements made by the company – such as an improved quote journey – first-hand upon joining the company a few years later. As someone who once stood on the client side, I recognised some of the frustrations of old, and so know exactly how to address those and demonstrate value. 

What personal talent/skill would you most like to improve on?

Absolutely my geography. I’ve always struggled with it and, given I’m on the road three days per week meeting as many as seven clients in a day, it needs to be tip-top. I’m perhaps overly reliant on my satnav. 

How has the pandemic changed the way you approach your job?

Massively. Seemingly overnight, it ushered in a new era of flexibility – which required some quick thinking to adapt to, but was definitely for the best. It fast-tracked the rise of flexible work, which was a big win for client-facing roles like mine when you need your client to feel as comfortable as possible.

What is the most interesting/memorable property deal/case you’ve been involved in?

I worked on a really interesting case at Paymentshield, for a house on an island in the middle of a river. The client was looking to secure development finance on the house and turn it into flats. He wasn’t sure if this would be possible, due to the seemingly precarious nature of the property.

We looked into it, and despite being a house on an island in a river, it had never flooded, meaning we were able to offer insurance on it – which was the push he needed to get the deal done.

Where do you see yourself in five years’ time?

I’d love to be continuously learning and still growing at Paymentshield. To continue to strengthen our client relationships while making the mortgage process even smoother and more efficient for everyone involved would be great. 

If present-day you could go back in time and tell yourself something five years ago, what would it be?

Don’t be afraid to step out of your comfort zone. While moving from one side of the mortgage industry to the other was daunting – given the comfort and success I had in my previous role – it was ultimately incredibly rewarding.

As a result, I gained a deeper understanding of the industry and the people I interact with, allowing me to connect with clients on a more meaningful level whilst becoming a more well-rounded professional. 

What’s the biggest challenge you’ve tackled so far in your career?

Probably navigating the ‘new normal’ brought on by the pandemic. It was a period of significant change for everyone, impacting us all emotionally and physically.

We all became understandably more cautious, requiring big adjustments in how we interacted. It was a huge hurdle to overcome, but one that ultimately sharpened my resolve and made myself, and our sector, much more resilient. 

If you could have one superpower, what would it be?

Easy. It would definitely be to fly. I live near the M1 and am constantly blighted by never-ending roadworks – which makes getting to clients a bit more of a headache. Flying would save me a huge amount of time each and every day. 

And finally, what’s the strangest question you’ve ever been asked?

As you can probably imagine there have been some very strange ones. At Paymentshield, a client came to us with a query about insuring a shooting range in his garden. We wouldn’t, but were luckily able to refer him to a specialist insurer who was more than happy to.

Which locations and how many advisers and broker firms do you cover in your business development manager (BDM) role at Paragon Bank? 

I cover what is classed as the ‘Midlands’ region, but this is a fairly loose definition because I work with brokers stretching from Staffordshire to Hemel Hempstead. As well as that geographical spread, my role is also quite diverse in terms of the size of the firms I look after, ranging from brokers who work on their own based from home, right up to larger operations with city-centre offices.

What personal talent/skill is most valuable in doing your job?

I think empathy plays a very big part in the role. Whilst there’s more positivity this year, having an understanding of brokers and their clients’ needs has been particularly important over the past 12 months or so as we’ve worked through the challenges brought about by economic instability.

What personal talent/skill would you most like to improve on? 

I think having a bit more patience would not go amiss! I guess wanting things yesterday is natural in a sales environment as it’s fast-moving, but sometimes you have to take time to step back and analyse what you are doing – quickest isn’t always best, I guess.

What’s the hardest part of your job as a BDM?

For me, one of the biggest challenges is trying to juggle the large volumes of phone calls and emails that I receive each day, especially when I’m out on the road. I’m waiting for Elon Musk or some other tech pioneer to develop an AI assistant who can efficiently deal with all of that for me.

What do you love most about your job?

I love the variety that it brings, especially being in the complex buy-to-let (BTL) space where no two days are the same. I also enjoy the numerous events that we attend – it’s always good to see brokers face-to-face and let them have the latest cutting-edge pen or stress ball as freebies. 

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you? 

This comes back to what I said earlier about the importance of empathy in the role – one of my previous bosses told me to always try and put myself in the customers’ shoes when making decisions. It’s a simple concept, but is something that I think many of us could benefit from doing more often. For me, this is helped by the fact that I have been a broker in a previous life, so I understand where they are coming from and the impact it has on the client.

How do you keep up to date with developments in the market?

With so much change in the market, influenced by the economic volatility that we’ve seen over the past couple of years, keeping up to date has been a challenge, but is perhaps more important than ever before, or at least during the past decade or so.

At Paragon Bank, we produce lots of useful content, such as a quarterly private rented sector (PRS) trends report and insight on specific aspects of BTL, like portfolio landlords or limited companies.

LinkedIn is also a good resource that helps me stay on top of what’s going on in the marketplace and who is doing what. Online publications such as this one are very useful for getting insights and keeping up to date too.

What is the most quirky/unique property deal you’ve been involved in?

Although it’s not one that was in my area, an enquiry from a couple of years ago definitely sticks in my mind because it actually made it into the press.

A new landlord was looking to purchase a property that seemed like an unremarkable but otherwise sound investment for any burgeoning BTL empire – a three-bed house, in a decent location and ideal for families, listed for around £125,000, if I remember rightly.

What made it different, however, was that the property had a body buried in the grounds. 

But, instead of being something unearthed by a very thorough survey, the family managing the estate of the previous owner explained that his final wish was to be buried in the garden of the house where he was born, lived all his life and finally died. 

Tell us about your trickiest case as a BDM – what happened and how did you resolve the problem(s)?

I had a large multi-unit block (MUB) enquiry in a prime London location for a 35-unit property.

Also, the limited company that was buying the property had a complicated setup and shareholding. Normally, our maximum is 20 units, but we will always look to find solutions where possible, viewing each case on its own merits and working closely with brokers to answer any questions that the application may throw at us. 

At Paragon, we are lucky that we have our own team of valuers, so I referred the case over to our regional surveyor who covers that area, and he did a lot of research before the application came in. I also referred it to a senior underwriter and, after really getting to know the borrower’s business and becoming comfortable with the company structure, we were able to lend.

What was your motivation for choosing this career?

Like a lot of people, I kind of fell into financial services. I enjoy the diversification the industry brings – I have worked for lenders with different types of lending appetite, from adverse to residential and to complex BTL, which I now enjoy. 

Which locations and how many advisers and broker firms do you cover in your role at Gatehouse Bank?

I cover the Midlands, East Anglia, the South West and the South East, including Watford and Enfield. We currently have around 170 brokers and over 128 firms partnering with us, as well as an ever-growing network of advisers across the country. This presents a fantastic opportunity to actively build new relationships. 

What personal talent/skill is most valuable in doing your job? 

The most valuable skill to have when it comes to my day-to-day role is being able to quickly build and maintain relationships. 

It’s also important to be able to clearly address any potentially complex client scenarios against our proposition. 

What personal talent/skill would you most like to improve on? 

I’m interested in the specialist commercial finance sector, which is why I’m currently completing a qualification to become a certified practitioner in specialist property finance. It’s always important to me to enhance my knowledge and it’s valuable to understand the wider sector. 

What is the hardest part of your job? 

The most challenging part of my role is advising brokers of an unfavourable outcome. There are many factors to consider upon the assessment of client scenarios, and whilst I’m comfortable delivering the news, I always like to provide a positive solution for a broker. 

What do you love most about your job? 

My favourite part of my job is connecting with new people every day. I really enjoy building relationships and discussing the ever-changing and dynamic market with people from all different backgrounds. I’m also very fortunate to have an excellent line manager and team around me, who certainly make every day enjoyable. 

What is the best piece of career-related advice you’ve ever been given? Who gave it to you? 

The best piece of advice I’ve been given is that when you’re faced with an opportunity that seems daunting, it’s often a sign that you should do it. This is something I try to stand by as I believe that being outside of your comfort zone really helps build confidence and courage in a working environment.

How do you keep up to date with developments in the market? 

As well as reviewing news articles and competitor activity, my daily conversations with brokers are an invaluable way of gathering information on the latest market developments and insights.

What is the most quirky/unique property deal you’ve been involved in?

One of the most unique cases I’ve supported was the completion of a 27-bed property in Norwich. This property stands out as one of the largest I’ve dealt with as it was a house in multiple occupation. 

Tell us about your trickiest case – what happened and how did you resolve the problem(s)? 

A case that stuck with me was when I assisted a broker who was struggling to submit an urgent case due to technical difficulties. To help him through each stage of application submission and task requirements, I remained available out of our usual business hours to ensure the application could meet the deadline. The positive feedback that I received from the broker filled me with pride. 

What was your motivation for choosing this career? 

I enjoy helping people achieve their property ownership goals. Having recently purchased my first home, I understand that it can be a daunting process. I really value being able to put customers’ minds at ease by offering support and helping to improve their journeys. 

Being part of a Sharia-compliant bank provides plenty of opportunities for me to support brokers, especially with more complex and niche client scenarios. 

If you could do any other job in the property sector, what would it be and why? 

I’d choose to be a surveyor. I believe it would be a challenging, but rewarding job as it requires such a wide skill set and understanding of different properties.

Which locations and how many advisers and broker firms do you cover in your role at Dudley Building Society? 

I cover the South of England and support the top 50 key broker firms and their advisers within my region. 

What personal talent/skill is most valuable in doing your job?   

I believe that being able to add value in any broker meeting is a skill that all key account managers should have. This in turn develops trust, respect and great collaborative relationships. Understanding each broker’s business model is an important part of my role so I can focus on the areas that make a difference. 

What personal talent/skill would you most like to improve on?  

Delegation – not trying to do everything myself. I am lucky that I have a team of people around me, but better delegation would allow me to focus on key tasks and allow people to grow. 

What is the hardest part of your job?  

Driving around the country and getting stuck on motorways. I plan my travel, but the weather, bad drivers and roadworks drive me crazy.  

What do you love most about your job?  

Meeting new people and building long-lasting business relationships and friendships. Being myself is important, and doing it with a smile is important too. 

What is the best piece of career-related advice you’ve ever been given? Who gave it to you? 

You can only be successful if you are passionate about what you do. A previous manager gave me that advice 30 years ago. It’s true, this job really motivates me, and I am passionate about making a difference. 

How do you keep up to date with developments in the market?  

I read mortgage news from publications like Mortgage Solutions, etc. I keep a close eye on lender movements via LinkedIn and I listen to webinars that are available, like Knowledge Bank, for example. I also talk to other lender business development managers (BDMs) and representatives to share knowledge of the mortgage market. However, if you ask brokers, they will tell you, and we are lucky at Dudley Building Society, as we can shape policy and products and using direct feedback from brokers helps us to do this. 

What is the most quirky/unique property deal you’ve been involved in?  

A 75-year-old purchased her rented home of 30 years, with gifted equity from the landlord, gifted deposit from a relative, pension income only and the property was next to a pub. Nice and simple. But, after talking the case through with the underwriter, we said “yes”. 

Tell us about your trickiest case – what happened and how did you resolve the problem(s)?  

There have been many tricky cases. From chains that keep breaking and requiring offer extensions to brokers not being able to provide the underwriter with the correct documents. The key is always to see things from both sides, understand how it affects everyone and find a workable solution. It’s also important to remember that a broker’s customer is our customer too. 

What was your motivation for choosing this career?  

I was previously a mortgage adviser and trainer for Lloyds Bank. I wanted to do something that was a combination of both of those experiences. Key account manager for a mortgage lender does just that and I love it. 

If you could do any other job in the property sector, what would it be and why? 

Apart from being the CEO, I’m happy where I am. I can make a positive difference to a customer’s mortgage journey, a broker’s application experience and that in turn provides huge job satisfaction. 

What locations and how many advisers and broker firms do you cover in your role at the Nottingham Building Society?

I’m responsible for supporting brokers in the North East of England.

What personal talent/skill is most valuable in doing your job?

The importance of building strong face-to-face relationships is one of the aspects of the role that I found both valuable and enjoyable. In the post-Covid era, it has become increasingly clear that building strong face-to-face bonds with brokers is important.

What personal talent/skill would you most like to improve on?

A significant aspect of my job involves travelling between various brokers’ offices, and I must admit that I’m not particularly skilled when it comes to navigating roads. If it weren’t for the assistance of Google Maps or a Sat Nav, I’d struggle to find each office. As I’m still relatively new to this role, I’m optimistic that with time and experience, my navigation skills will improve.

What’s the hardest part of your job?

The constant fluctuation and complexity within the industry. With interest rates, lending regulations, and economic factors evolving constantly, staying ahead of the curve and providing brokers with up-to-date and relevant information is demanding. It requires vigilant monitoring, continuous learning, and adaptability. The dynamic nature of the mortgage market means that what worked yesterday might not work today, making it essential to be agile, well-informed, and flexible in our strategies. While these challenges can be daunting, they also provide opportunities for growth and innovation, pushing me to excel and deliver superior service in an ever-changing landscape.

What do you love most about your job?

Having been at The Nottingham for just under six months now, I am thoroughly enjoying supporting a range of clients in their homebuying journey, particularly those who don’t fit the traditional mould. As you may have seen recently, we introduced a range of new mortgage criteria changes as we continue to help more people achieve their dreams of homeownership, and it is this aspect of the role that I find most satisfying.

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you?

The most invaluable guidance I received at the start of my career came from a former colleague, now a dear friend of nearly 30 years. Their advice was simple yet profound: consistently put in the effort, aim for excellence, maintain a high level of professionalism in your chosen field, and always prioritise your clients or customers. I’ve made it a personal mission to follow this advice throughout my professional journey so far.

How do you keep up to date with developments in the market?

I actively engage with blogs, articles, news updates, and podcasts. I also recognise the immense value of personal interactions, and when I interact with brokers, I tap into their wealth of experience by asking questions and seeking their perspectives. I firmly believe in the importance of fostering a supportive community among mortgage professionals, as this camaraderie is crucial to my ongoing quest for knowledge and skill development.

What is the most quirky/unique property deal you’ve been involved in?

Over the years I’ve had weird and wonderful properties from old churches, converted windmills and even canal boats. But, by far the quirkiest property was a converted lighthouse – kitted out with all the mod cons. The property was stunning and so unique with breath-taking views of the sea and coastline… I absolutely had home envy.

Tell us about your trickiest case – what happened and how did you resolve the problem(s)?

I can’t even remember the last query that I had that was straightforward, every case that I seem to come across has more hurdles than the Olympics! One recent application was a client who had recently been divorced so she ended up with some slight adverse finances. She was looking to purchase a property from an ex-husband and didn’t have any deposit. She was self-employed with a very complex income, and the expenditure was tight. We know that every scenario is different, and that one size doesn’t always fit all, but by working closely with our underwriters, and adopting a common-sense approach, I’m pleased to say we managed to get this case offer. We had a happy broker and even happier client!

What was your motivation for choosing this career?

I’ve worked in financial services for a long time now as it enables me to do the things that I love. I have always been a people person and love to develop relationships, get to know people and find out what is important to them. I strive to give brokers the best possible service I can and I think you can build that trust more through a face-to-face relationship. As I work in the field, I get to visit lots of different places and meet interesting people. I can honestly say that I get job satisfaction, and the positive feedback I get from brokers makes me feel it’s a job well done.

What did you want to be growing up?

In my early teens I wanted to join the Army, and I started Army cadets at 11 years old. I do believe it shaped me into the person I am today, I have some amazing memories and met so many people from different walks of life. The cadets taught me many life skills that you don’t learn at school.

If you could have one superpower, what would it be?

The power of invisibility would be so cool. I would love a mooch around Buckingham Palace and the Houses of Parliament in London, to see what goes on at those meetings. But to be able to get on any plane and visit any country in the world without being seen would be incredible.

What is your strategy for tackling challenges?

You come across many challenges in our line of work but that is an integral part of our role – to help shape a case or to try and find solutions. It’s important to remember that we can’t work miracles. I wish I could at times, but I do feel it’s imperative to ask the right questions, look at all different avenues, be open and work with the client. At times I’m like a ‘dog with a bone’, and I will always try my best to find a solution.

And finally, what’s the strangest question you’ve ever been asked?

Well, it had nothing to do with mortgages and was more of a personal question… but it did make me chuckle. As much as I’d love to spill the beans, some things are best left unsaid.

What locations and how many advisers and broker firms do you cover in your role? 

I cover quite a wide patch including Essex, Norfolk, Suffolk, Kent, London, part of Middlesex, Hertfordshire and Cambridgeshire. Within this area, we have over 4,200 registered brokers. This means I get to work with a really broad and diverse range of people, ensuring that no two days are the same and I am constantly challenged with different cases.  

What personal talent/skill is most valuable in doing your job? 

At Saffron, we value a close relationship with brokers, so strong communication skills are required. This is something I naturally love about the role, and it is always great to catch up with our brokers on both a professional and personal level. Beyond this, I think it is also important to be able to take ownership and responsibility over what we do. Buying a home is usually one of the largest and most important financial decisions that individuals make, so it is especially important that everyone in the industry is producing work of the highest quality. Taking ownership and responsibility ties in to this, as it ensures that services are always meeting high standards. 

What personal talent/skill would you most like to improve on? 

I have definitely improved over the past few years, but as Saffron for Intermediaries gets busier and we work with more brokers, I would love to improve my time management and organisation skills further. Naturally, as a BDM, I spend a lot of my time on the road and in between different meetings. After 11 years in the industry, I have almost got my organisation down to a fine art, but there is always room for improvement.  

What’s the hardest part of your job? 

A big part of my role is travelling to visit our broker partners. I feel incredibly lucky to be in an industry that still values face-to-face meetings, and I love going to meet brokers across the country. However, the hardest part of my role is probably catching up on emails after a day on the road – my inbox can be a bit of an avalanche at times. 

What do you love most about your job? 

I love a challenge and pushing myself to develop new skills, so it’s always really rewarding to get a challenging or complex case over the line. Ultimately, we are helping people to achieve huge life goals in buying a home, so it’s great to know that I play a part in that. 

What’s the best bit of career-related advice you’ve ever been given? Who gave it to you? 

A previous manager told me that you cannot please everyone all the time, and this has definitely proved true. Good business is all about compromise and flexibility, particularly when it comes to the kind of complex cases we support, so I am glad I learnt that early on in my career. 

How do you keep up to date with developments in the market? 

I like to read news in the trade press as well as the general mainstream media. It is also really useful to speak to brokers in the field, who are often able to tell us trends and developments before news publications catch on. 

What is the most quirky/unique property deal you’ve been involved in? 

We recently refurbished a former church into a residential dwelling, which was definitely a different one. An intricate but incredibly rewarding case, as the end result was stunning. 

Tell us about your trickiest case – what happened and how did you resolve the problem(s)? 

We had a scenario where an applicant had a large plot of land and wanted to split the title into two, build one out and leave one for a later date. The applicant’s pension fund owned half of the land, so we had to facilitate both the purchase of the full plot, as well as the eventual build. We worked closely with the broker to understand the client’s individual financial situation, and were able to provide support throughout the entire process.  

What was your motivation for choosing this career? 

I started at Saffron back in 2012 and have spent the majority of my career working on the savings side of the business. I remember looking at the different teams who were more closely involved with our mortgage offerings, and after some chats with the team, I realised I may be more suited to a mortgage-focused position. When an opportunity came up, I jumped at the chance and have never looked back.  

If you could do any other job in the property sector, what would it be and why? 

I really do love my job but if I had to move, I would probably opt for property surveying – a job which has always interested me. As a surveyor I would still be helping individuals buy homes, and would be able to add real value by making buyers aware of any hidden issues to potentially save them money in the long run. 

What did you want to be growing up? 

Something you probably hear from quite a lot of people, but I would have loved to have been a footballer. I actually studied sport and exercise performance at university, but ultimately realised I could add more value in the financial services sector. I will always have a love for sports and use my spare time to play and watch whenever I can.  

If you could have one superpower, what would it be? 

I would want to be able to travel anywhere instantly. As a BDM, I have to attend a lot of in-person broker meetings and travelling takes up a lot of my time. It would also be very handy to get me to exotic destinations every weekend. 

What is your strategy for tackling challenges? 

Tackling challenges is something that you have to do a lot as a BDM. You need to manage the relationships and expectations of brokers whilst also maintaining good relationships with various internal teams. When trying to find a solution to a challenge, I think it’s important to get as much information as possible about the borrower’s situation before making a decision or committing to anything. It is also important to conduct your own research into what has happened, getting both sides of the story before problem solving and providing a response. 

And finally, what’s the strangest question you’ve ever been asked? 

How much will the house value decrease if a member of the family is buried in the garden?