Specialist lender Pepper Money has revised its service proposition with the introduction of case owners to provide brokers with a dedicated resource and single point of contact when progressing mortgage applications.
Pepper says the function has been created to bolster its partnership with brokers and allow the lender to provide the highest level of support when submitting business.
It believes the combination of a regional development manager and a dedicated case owner at the point of application submission will pave the way for quicker processing as it will enable a higher degree of understanding and clarity bought about through greater human interaction.
Every application with Pepper Money will be met by a conversation with the case owner, providing the broker is available and able to spare some time. 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 (pictured), Pepper’s sales director, said: “At Pepper Money, we are continually striving to identify and implement new ways to enhance the service that we provide to our brokers – and the introduction of a case management operating model focussed at a regional level made sense for so many reasons.
“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.
“We are already seeing the benefits of our case management approach in the high standard of service we are delivering to brokers. But don’t take my word for it – take a look at our up to date service levels online at pepper.money to see for yourself.”