The New Mortgage Referral Process – getting our customers to the right people for the best experience.

Did you know if you have a customer in your agency, or on the phone who’d like to discuss a new or existing mortgage you can now ring the direct mortgage line?

It’s the quickest way for you and your customers to get the information they need

01274 472724 - takes you to the next available customer service representative (CSR) and you’re speaking to someone direct in less than a minute. This is a number just for you (not to give to customers direct).

The CSRs can answer your questions, or speak to your customer direct, but what can they help with?

• Questions around new mortgage products for new and existing customers
• Booking customers an appointment to speak to a Mortgage Adviser
• Checking affordability and criteria for a customer
• Producing an Approval In Principle (AIP)

Customer benefits

• A quick AIP is great for your customer - it gives them the ability to make an offer quickly knowing what they can afford. Having that immediacy really helps when house prices are rising, and the market is hot – walk in and speak to a specialist and 30 minutes later you could have an AIP!
• ‘Common sense’ lending approach to mortgage underwriting – there’s usually a same or next day appointment available and there’s no ‘computer says no’. It’s speaking to real people with the option to talk to an underwriter if the case has merit, who'll look at individual circumstances if needed.
• A mortgage offer can be received in a matter of days - it’s a really slick process with no need to send an application form for the majority of cases, just verbal acceptance allowing underwriting to start straight away.

Benefits for you

• Ability to offer a complete service, deepening the customer relationship - which reduces the risk of customers wanting to go elsewhere.
• It’s a USP - if you have your own mortgage adviser they can submit cases directly using the online portal. If you don’t have a resident adviser just use the direct mortgage line. This is for YBS mortgages and is only available if customers come to us direct or through an agency, something other brokers don’t have access too.
• £250 is paid when an application is received.

We caught up with Mark Blair at Giffnock Agency , whose seen success using the direct mortgage line.

“Being able to essentially offer mortgages from our office really benefits us and the local community. The USP for us is that if the customer needs help with anything throughout the process they know they can still come in and see us, for example certifying ID, re-arranging appointments etc it means we can be there from start to finish. The main thing is making sure your customers are aware of the service – and I really like being able to keep on top of the referrals via SharePoint”.

Sarah Grahame RAM (Yorkshire South & West) and Adeel Qureshi (Mortgage Team Manager) top tips:

1. Make sure colleagues are engaged and know how to handle conversations
2. Use the instant handover line to get immediate action for your customer
3. If possible use a private space in the office for the call
4. Log the referral on SharePoint - £250 is paid on application
5. Be confident in the service we offer, there’s nearly 200 people in the team ready to help
6. Look for opportunities – be more Rachel………

Rachel Ellis, Customer Consultant - Malton

“First thing I had a lady that came in to make a withdrawal. I mentioned that the rate on her savings would be going up on 7 July, which was great, but increasing rates could also increase her mortgage payments. I found out that her mortgage was fixed until February next year so I’ve agreed a follow up call in August so I can pop her straight through to DMT. I have also just transferred an existing customer through to DMT who's mortgage term finishes in August. Maggie had previously spoken to him and arranged a convenient time for us to call him and pop him through to DMT. I only waited 29 seconds for the DMT team to answer as well so super quick service.”

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