How will the enhancements improve the process?
High street lender NatWest has introduced new measures to enhance support for mortgage brokers, including a streamlined contact system and an expansion of its LiveTALK service.
The bank has launched a single contact number aimed at simplifying the process for brokers seeking assistance, aiming quicker connections to the appropriate support teams.
NatWest has also expanded its LiveTALK chat service to handle both pre-application and post-application queries, offering more flexibility for brokers.
“We’re always looking for ways to improve our service and support brokers – making homebuying a simpler, clearer and more simplified process,” said Gemma Atkin, head of telephony for intermediaries at NatWest. “Our new single phone number and expanded LiveTALK service will make it easier for brokers to contact us and get their questions answered quickly.”
The changes build on updates made earlier this year to LiveTALK, including the integration of Cora, NatWest’s AI-powered digital assistant. While the bank’s existing six phone lines for broker queries will remain active, the major lender said the new single number aims to optimise response times and provide more options for brokers to interact with the bank.
The improvements come alongside other recent measures by NatWest to support the homebuying process. The bank has reduced selected mortgage rates and introduced a revamped buy-to-let affordability calculator, reflecting efforts to assist buyers and remortgagers amid challenging market conditions.
NatWest has also upgraded its intermediary website and broker portal, further enhancing the experience for brokers throughout the mortgage process.
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