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Brokers, how will you maintain service levels in 2023?

Journalist: Anna Sagar, Mortgage Solutions / Specialist Lending Solutions

ended 26. January 2023

Looking to speak to mortgage brokers about how they will try to maintain service levels in 2023.

Will the priority be recruitment, investing in lead generation, customer retention, enhanced partnerships with lenders, tech investment or something else entirely? 

Look forward to hearing your plans. 

6 responses from the Newspage community

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Samuel Mather-Holgate
Independent Financial Adviser at Mather and Murray Financial
Maintaining our service standard for clients will always be our number one priority. The services we offer clients is driven by demand so we have more advisers taking their equity release qualifications this year and will be trained to offer this type of advice. We see more clients wanting this and expect the demand to increase.

We are also looking a lot a truly green product offering to clients across all product types including mortgages, pensions and investments and insurance.
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Justin Moy
Managing Director at EHF Mortgages
Trying to find a happy balance is difficult in an ever-changing marketplace, and both the Lockdown and the recent market conditions have really forced me to focus on what's important. With greater availability of excellent technology, we have been able to cut down the level of physical paperwork in the office, to the extent we have removed the office too! Cutting down on costs, streamlining processes, and the use of great technology should give us a headstart. The days of needing a High Street presence have long gone, and clients are more than happy to fill in online forms and provide documents in that way too. Bringing in experienced brokers who want to find easy ways to do business, and keep costs down, will be our challenge for this year
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Imran Hussain
Director at Harmony Financial Services
This year will be all about ensuring the onboarding process is seamless as in 2023 clients don't want to be sat in front of an advisor to tell us about their date of birth advisors and clients can utilise technology to ensure when we speak we are giving the most value to our clients not asking them what their national insurance number is this can all be done via our client portal in less than 10 mins we can have all the basic information we need prior to even sitting down with a client or even save them a journey if we can't help them.
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Mark Hosker
Mortgage Adviser at Cyborg Finance
At Cyborg Finance, our primary focus as mortgage brokers in 2023 will be on enhancing the consumer journey. To achieve this, we are upgrading our website's onboarding process, utilizing API from Twenty7Tec to provide positive feedback to prospective clients. This three-pronged approach includes enhancements to our bespoke CRM and the release of fresh content to our website. This tech investment will improve the consumer journey and lead generation. While our customer retention is already strong, we are improving our retention communications with Dashly.
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Jonathan Southgate
Founder at Sterling Southgate
As the market tightens and purchases become more protracted it's more important than ever to ensure the client journey is as fluent as possible. We have doubled down on our support team and outsourced our social media to ensure the client experience is faultless. Added to this we have removed all paperwork and lender chasing from our advisers giving them time back to concentrate on advising and keeping those clients happy!
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Lee Johnson
Director at Willow Private Finance
We work from the philosophy that our focus should be on supporting our broker team to do what they are best at and enjoy, which is building relationships, solving problems, and closing deals. To achieve this we heavily invested in increasing the number of highly skilled administrative staff to complete 90% of all the administrative tasks normally completed by mortgage brokers. Why is this important?
In 2022 we saw significant changes to service levels by lenders and supporting specialists due to 9 interest changes. Thanks to our model, all our clients were kept very much in the loop as the brokers were always accessible to their clients and the admin team aggressively pursued cases to their conclusion on behalf of the client. As such, we had a 45% increase in case numbers compared to 2021. 2023 will see more investment in this area.