Ellen
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Telephone Business Development Manager
Metro Bank Plc
Ellen’s career began in estate agency, where her natural ability to connect with people and guide them through the homebuying journey first took shape. After three promotions in as many years, she discovered a fascination for mortgages - particularly the challenge of finding the right solution for each client. That curiosity led her to Metro Bank, where she started on the Broker Helpdesk. She quickly proved herself by mastering policy, criteria, and process - progressing to a multi-skilled role supporting both advisers and underwriters before being promoted to her current position as Telephone BDM.
2025
"What started as curiosity has grown into the start of a fantastic career, that allows me to do what I love every day by solving problems, building relationships, and making a genuine difference to people’s lives."
Turning insight into innovation and support for every broker:
Ellen's story so far...
Ellen’s impact has been felt across every part of Metro Bank’s mortgage business. She helped lead a review of AIP declines, identifying ways to turn more applications into approvals - increasing application flow by 20% and improving intermediary understanding of Metro’s criteria.
She also developed a launch communication strategy for the bank’s Near Prime and HMO/MUFB products, ensuring advisers had the tools and confidence to present them effectively. Her work became a blueprint for future product rollouts, directly contributing to their successful launch.
Ellen’s standout contribution, however, is the creation of The Mortgage Hub, a centralised internal knowledge base designed to improve efficiency, accuracy, and confidence among front-line teams. Originally built to help Helpdesk staff, the Hub has since been adopted across multiple departments - transforming how colleagues access information and support advisers.
In addition, Ellen is a lead presenter on ‘Metro Bank Talks’, a webinar series attracting over 1,000 mortgage intermediaries each year, helping educate brokers, raise product awareness, and improve application quality.
Ellen's career highlights
- Winner of the 2025 British Specialist Lending Awards – Rising Star.
- Led the AIP decline review, increasing application flow by 20%.
- Created The Mortgage Hub, now used across multiple Metro Bank departments.
- Co-hosts Metro Bank Talks, engaging 1,000+ advisers annually through education and training.
- Played a key role in launching Metro Bank’s Near Prime and HMO/MUFB propositions.
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