Vida has launched a new centralised decisioning unit.
At the core of this new approach is a unified engagement centre, called V-Hub, connecting brokers directly to decision makers who can deliver an end-to-end case management and support service.
V-Hub brings together Vida’s intermediary relationship and decision-making teams with the aim of helping intermediaries to get answers to their questions quickly, easily, and accurately.
The changes to its intermediary engagement model are designed to enhance the overall broker experience and provide greater direct access to an increased number of underwriters.
Core to the new V-Hub is the intermediary relationship team, which will be led by Helen Cawthra and supported by national account managers who will work closely with Vida’s main partners to continually improve their intermediary proposition and delivery.
Anth Mooney, CEO of Vida Homeloans, said: “After a thorough review, we have decided to redesign our intermediary proposition so that we prioritise our people and resources on providing the access and decision-making support that our brokers and partners tell us they need.
“We know that intermediaries need exceptional levels of service to support their clients, so we have established the V-Hub to give brokers quick and direct access to dedicated underwriters, who will help them with every type of query, from pre-application case shaping and policy enquiries, through to complex case management and completions.
“I firmly believe that this new model gives our partners the focussed access and service they really need. This is another important evolution in our proposition as we continue our journey to becoming a bank.”
