Mortgages update
We’ve had lots of feedback from our members in mortgages - both branch and remote – which has shaped the talks we’ve been having with senior management.
A newsflash has been sent to our LBG members working in mortgages in the three branch networks, detailing the key themes and issues we've raised with the business.
We’ve had lots of feedback from our members in mortgages - both branch and remote – which has shaped the talks we’ve been having with senior management.
Here are the key themes:
- Members have generally welcomed the opportunity around flexible working choices & WFH with test and learn activity to shape the future ways of working going well.
- The new Customer Journey MI being piloted is being well received and is seen as a good aid to both MaPAs and LMMs
- LMM spans of control are varied and can range from 5 to 10 heads which is seen as unfair. There are also questions about a SPOC of 10 being sustainable.
- The debt consolidation pilot has been criticised as heavy in resources but light on business opportunity. (One MaPA on the pilot reported doing 15 applications in one week with not one of them getting onto the books - quality was the issue - which they described as demoralising and frustrating). We’ve asked for an update on the pilot and to see transparent results (enquiries made and customers helped). The underwriting approach also remains a mystery (no credit scoring).
- Concerns about protection sales and the emergence of trust issues.
- Little or no recognition for what MaPAs have been through over the last 14 months and a feeling they’ve been disproportionately relied upon. The embedding of change is a major challenge, and the pace needs to be slowed.
- There’s too much pressure on productivity and a lack of quality leads being provided for outbound calling. Concerns raised up the line seem to fall on deaf ears and there’s a “just get on and do it” mentality.
- Scripting remains an issue and the free flow format used pre-pandemic is a loss to the business. MaPAs and LMMs feel the ask of them is greater than RM colleagues and want compliance checklists to be harmonised. MaPAs feel there is more scrutiny of their role than before.
- Mixture of work, remote calls versus branch diary is hard to balance for branch MaPAs.
Accord and the Mortgage Leadership teams are in discussion about the future direction of the business. The landscape is still uncertain externally, but we are in dialogue. We’ve left business leaders to think through your feedback.
A further meeting with the mortgage leadership teams is scheduled for early June - an update will follow soon after.
Any comments or queries should be sent to [email protected].
Newsflash ends.
