Lenders have been urged to focus their efforts on building relationships with brokers, ensuring that intermediaries do not spend interminable periods on hold, if they want to offer better support. This week Santander announced it was “simplifying” its broker support system by introducing a single number for intermediaries to call, a change it said was being made following feedback from brokers. However, brokers argued that rather than trimming back contact numbers, lenders should focus on speedy responses and building relationships with intermediaries, allowing issues to be resolved swiftly.
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Link to Original Article: Mortgage Solutions - The ABCs of broker/lender communication: Answer the phone, build relationships, cancel live chat ? analysis