"The most significant change I have experienced in the 20 plus years of working in the industry is the move from spending hours a day on the phone to hours at your laptop."
We spoke to Richard Groom, head of mortgage sales at the Tipton & Coseley Building Society, about how manual underwriters can make a huge difference in the customer journey and why he still values a direct conversation.
FR: What area do you cover?
England & Wales! I share responsibility with Cammy Amaira, our sales director, to manage our key account relationships nationally which include networks, clubs, packagers and large brokerages.
FR: If you had one ‘top tip’ for life as a BDM, what would it be?
Build and develop a thorough knowledge of the wider criteria offered by your competitors as well as your own criteria. It will help you identify new opportunities and will also enhance your credibility with brokers.
FR: How do you pass the time on the road - books, podcasts, audiobooks?
I only recently got in to podcasts, particularly when travelling for an overnight stay late at night or when normal radio becomes repetitive. Really enjoying “That Peter Crouch” podcast currently. He has achieved so much in his professional career but doesn’t take life too seriously and his insight into what goes on behind the scenes in the professional game is really interesting and often hilarious.
FR: What’s one thing you wish all brokers knew?
That with lenders like us, access to manual underwriters can make a huge difference in the customer journey. A significant percentage of our applications are now offered within a respectable 10 workings days, but it’s the information provided up front that determines how quick we can turnaround their cases.
FR: A quick email on Monday or a phone call in the afternoons - how can brokers contact you?
No preference, whichever suits the broker. The most significant change I have experienced in the 20 plus years of working in the industry is the move from spending hours a day on the phone to hours at your laptop. Yes email can be quick and convenient but I still value a direct conversation, particularly when discussing a more complex enquiry.
FR: And lastly - what’s your favourite place to stop for a coffee when you’re between meetings?
My preference would be the small independent shops over any high street chain, and my drink of choice is a double macchiato as long as it’s before midday!