Instead of one large processing factory supported by a single call centre, Accord now offers four processing teams, each supported by a dedicated broker telephone support team.
Each team supports brokers located in a geographic catchment area and is self-contained with its own underwriters, processors and management.
Linda Will, Accord's Managing Director said, "Brokers wanted to be able to speak to the same team every time they called, and they wanted to build up relationships with the people underwriting and processing their cases. This reorganisation will make this possible."
She continued, "In addition, it allows us to provide dedicated teams for brokers in Scotland and Northern Ireland, where the house buying process or documentation is very different, facts which often lead to English based lenders failing to meet entry dates or sending out incorrect offers."
For Accord's staff the move creates more management roles and a broader remit for processors and telephone support staff. Enhanced document control will ease the problem of mislaid verifications and the team environment increases visibility of problems at an early stage and encourages ownership of their resolution.
"This change has taken several months to achieve as it required substantial system and process changes but we believe it will provide very real benefits to both our brokers and our staff," said Will.
