|1. First of all, congratulations on winning Best TBDM at the British Mortgage Awards 2019. How did you feel on the night?
Thank you very much. I felt very calm on the night although the nerves kicked in once the entertainment had finished and the award ceremony started. There were over 75 tables at the event, and that was a lot more people than I was expecting. Once my name was announced, I felt very honoured and proud to win the award. The kind comments and support I received both on the day and subsequently were extremely humbling. Overall it was a fantastic evening and one that I will never forget.
2. Tell us a bit about how you became a Telephone BDM for Nationwide and TMW?
I first joined Nationwide’s Intermediary Relationships team back in 2010, when I worked on our online trading support team. I always felt I had the qualities to be a good BDM, so when the Telephone BDM team formed in 2016 I applied successfully for the role I am in today. Looking back now I am very glad I made that decision.
3. What’s the best thing about working for Nationwide and TMW?
I have made some fantastic working relationships with my brokers during the last three years. It certainly helps having two great brands to promote. I especially like having the support network around me that I can call upon if needed, and our support and servicing teams are fantastic. Lastly, working alongside my colleagues in a high-performing team and with the wider Intermediary Relationships community makes Nationwide a great place to work.
4. What would you say makes a good Telephone BDM?
I would say someone who really understands the brokers’ needs and those of their clients. Being passionate about what you do to seek the best customer outcomes. Being open and honest and always fulfilling promises will demonstrate to your brokers that you really care for their business. And being extremely proactive and prioritising work is also absolutely paramount for a TBDM.
5. What are your top three tips for Telephone BDMs just starting out in the role?
Firstly, it’s important to make a good impression, but be careful not to over-promise at the outset, as this will help to manage expectations. Secondly, if you don’t know the answer to something, don’t be afraid to go away and come back later. And finally, although it’s always good to drive for the best possible customer outcomes where you can, you also need to identify swiftly when something is not going to work.
Enjoyed reading this feature? Then why not take a look at some Top Tips from our BDMs to help speed up your applications.