FR: What does your role of client account manager in the high net worth and specialist property Team at OSB Group consist of?
In my role, I manage a portfolio of high-value clients across the group, whether that’s a single facility or a wider property portfolio.
I act as the primary relationship point for both the client and their mortgage broker, ensuring a smooth and responsive service throughout the lifecycle of their facilities.
Our approach is very much concierge-style. I provide ongoing support post-completion, oversee retention strategies and identify opportunities for new business. Much of the role involves working through complex scenarios, whether linked to existing lending or new ventures, and taking a tailored, solutions-focused approach.
I also coordinate and deliver annual reviews for higher-value clients, as well as arrange and attend site visits, so we maintain a strong understanding of each client’s assets, strategy and evolving requirements.
FR: How would you say your role differs to that of a business development manager?
As a business development manager, my focus was on supporting brokers with new business across Precise and Kent Reliance for Intermediaries when it was still open to new lending.
My role now draws on a much broader knowledge of all OSB Group brands. That includes supporting clients with existing Kent Reliance for Intermediaries portfolios, alongside facilities held with Rely, InterBay and Precise.
Alongside new business, there’s a greater emphasis on post-completion and ongoing servicing, which has been a steep but valuable learning curve.
I now engage directly with both the client and the broker, while making sure the broker remains fully involved at every stage.
FR: Are there specific areas of specialist finance that the team support the most?
Many of our clients have exposure across multiple OSB Group brands, which means we develop a strong working knowledge across each.
While some of the larger facilities sit within InterBay commercial lending, we also manage substantial portfolios across existing Kent Reliance for Intermediaries accounts, Rely and Precise. So, in practice, we support a broad mix of cases. Our wider team covers both high net worth and specialist property clients, with specialist property focused on larger and more complex property transactions. As a result, we support a broad mix of lending requirements across the group.
FR: The high net worth and specialist property team at OSB Group has been supporting brokers and their clients for a few years now – have you seen demand change? If so, how has this impacted the way you work?
We’ve seen a clear increase in clients with larger lending exposures. That’s been driven in part by diversification into commercial and semi-commercial finance, as well as opportunities to acquire bigger portfolios from landlords exiting the market.
That shift adds to the importance of our role. As the high net worth function has evolved, and now includes specialist property, so has the level of expertise and understanding required around more complex client structures, which allows us to offer a genuinely tailored service.
It also means we take a more strategic, relationship-led approach, working closely with clients and brokers to understand long-term objectives and align solutions to their wider portfolio strategy.
FR: Are there any other internal teams that you work closely with, or do you work independently?
We work closely with a wide range of internal teams, including sales, servicing, financial support, credit risk, underwriting, completions and legal.
That collaboration is key to delivering a seamless end-to-end experience and helps us manage more complex cases while maintaining oversight across both new and existing lending.
FR: There has, and continues to be, a number of challenges in the market – has this impacted the cases you have seen recently, and have you seen any changes?
Like all lenders, we’re navigating ongoing challenges, from cost of living pressures to increasing regulatory and legislative complexity.
In that environment, having a consistent point of contact becomes even more important. Clients need clarity and support, and that’s where we come in.
We act as that central relationship, helping clients work through challenges, explore their options and stay on track, with clear and proactive communication throughout.
