Alex Murray, group director of mortgages for Thinc Group, stated the constant changing of lenders’ key account managers and business development managers (BDMs) resulted in no continuity or follow up.
He said 40 per cent of his top 30 lenders had changed their key account manager in the last 12 months and named GMAC-RFC and Platform among the lenders to have recent staff changes.
He said: “With BDMs, there is no holiday cover, so when they go on holiday, brokers are left out on a limb. We are in the service industry, yet brokers are being served poorly. You can’t stop people moving around, but I would hope that for continuity they could have files they can pass on to the incoming person. It must be the biggest time waster for me, and my PA now writes their names in pencil in my diary.”
Toby Nelson, PR manager for Platform, said: “We have had one change of key account manager in the last year. However, we have had a relatively high turnover of BDMs in recent months and can understand the concerns over consistency. But we won’t ever have one source that is not represented and always make sure accounts are served.
“There is a constant flow of people in the industry and that is a result of margins being squeezed and competitiveness. We have developed people extremely well through our training programme and they are being poached, but we’re not changing staff on a weekly basis.”
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