"TBDMs build connections. We're the personal link between the intermediary and the business."
"I usually call to introduce myself as soon as a new intermediary joins one of the networks on my panel. We then speak regularly and I develop the relationship from there. I was a Mortgage Advisor for five years and an estate agent before that – now I speak to intermediaries every day, so I have a real understanding of the issues they face.
I'm the first point of contact for them and I can give guidance about the direction a case needs to take. They know they can have an honest conversation with me – if a more complex case is strong and has merit, I’ll support them and liaise with the underwriters on their behalf.
Cases vary and intermediaries need support in different areas, so I put myself in their shoes and always try to help. Recently one of my intermediaries was arranging a mortgage – but it was part of a long and complex chain and he was due to go on holiday. I took over while he was away, made sure things progressed and then sent him a message telling him it had completed successfully. It’s just the way we do things."
"I don’t have targets – it’s about service not sales. I like to be proactive – it’s really satisfying to call intermediaries as soon as I have an update for them."