As an industry, I believe that we’re all one team, working together to achieve great things for clients – as it should be.
Of course, we all have our own teams behind the scenes. Our business development team is at the heart of everything we do.
That’s why each customer is allocated a dedicated colleague within the team, to guide and support them through every step of the application process and give them a single touch point, so they know exactly where to go when they need support.
Looking at the last couple of years, it’s easy to see why business development teams have been so crucial.
During the uncertainty brought by Covid they provided the in-depth knowledge of products, criteria and processes that brokers really needed, and today, in a post-Covid world, they’re back out there, making themselves visible to brokers whenever they are required.
And lenders who choose to invest in them will reap the rewards of their efforts. For us, this has meant expanding the availability and reach of the team, which has doubled in the last few years, cementing strong regional hubs across the country to ensure we’re there for clients, wherever they are.
Because our relationship directors guide clients through the application process, they know exactly what stage their application is at, and what needs to happen next.
Clients have the reassurance of being able to get in touch with them directly. All of this demonstrates our belief in the importance of the human touch through relationship building, and being as accessible as possible.
The personal service level agreement the team have ensures we respond to every broker query within 48hrs, so no one is ever left waiting for an answer.
Another critical function performed by BDMs – which must not be underestimated – is where they act as the voice of the broker, providing vital feedback on product or service improvements, which allow for crucial market insight, and, for us, have led to product or criteria changes, or even new propositions where needed.
Building on the strengths all of this yields, there’s no question of the benefits of the industry working together. When we see the value this can and does create, the end user – the client, is the one who benefits.
This should always be the end goal for us all – and the business development team is pivotal in making this happen.
Sarah Prescott is regional director for YBS Commercial Mortgages
