As part of the amendment, brokers will have a dedicated resource and single point of contact when progressing mortgage applications.
Pepper Money has amended its service proposition with the introduction of case owners.
As part of the amendment, brokers will have a dedicated resource and single point of contact when progressing mortgage applications.
According to the lender, the new model has enabled it to form a greater partnership with brokers.
Furthermore, each application will be greeted by a conversation with the case owner, providing the broker is available.
This will then be followed by further interactions if required to help complete the picture, reach a decision and progress to a mortgage offer.
Paul Adams, sales director at Pepper Money, said: “By creating dedicated teams that are focused on working in partnership with brokers from the point of application we can encourage a conversation with the decision maker and provide guidance directly on the requirements.
“This compliments the support provided through our regional business development managers who are on hand to build stronger relationships with broker partners, discussing products criteria and our wider proposition.
“The operating model leads to better communication and ultimately means that applications get processed more effectively.”
