Katie
Murphy

Finding a better way through cases
Katie's story so far...

Katie Murphy applied for a trainee mortgage processor role because she wanted to stay in Newcastle after her fine art degree. At 21, she knew little about mortgages, but the job gave her independence and soon became something she wanted to pursue.

A year later, after moving to Liverpool, she applied to a specialist firm and was turned down for lacking experience. She asked for another interview, won the role and began learning through more complex cases. When she later approached Mortgage 1st, she asked for another opportunity: to join remotely, something its employees had not previously done.

Katie progressed into senior case processing and then relationship management while working remotely. She trained a colleague with no mortgage experience and shared practical ways for remote colleagues to stay connected and manage their work.

Her current role includes Resolutions, an area of support she developed for clients, brokers and administrators when a case becomes difficult. She works to explain what is happening, find a way forward and understand what could prevent the same problem next time. This approach has contributed to fewer formal complaints. Katie wants to keep developing her leadership and influence over the customer journey, using the experience she has gained across processing, training and relationship management to make difficult moments easier to handle.