The Mortgage Lender has ramped up its investment in delivering ‘service excellence’ and improving the broker journey by promoting Scott Callaghan into the newly created role of mortgage operations director.
Scott says: “Service excellence is listening and responding to the changing needs of brokers to ultimately provide the best possible journey for them. To make the process of working together smoother, more intuitive and yes, make brokers’ lives easier.
“We have a customer first focus at The Mortgage Lender. Everything we do as a team challenges the industry norms – to reject the ‘do as we have always done’ and to do things differently. To do it better.”
Scott, who has been with The Mortgage Lender since launch and was head of finance and risk, now leads a team of 40 across the underwriting, customer service, collections and completions divisions from the real-life lender’s headquarters in Glasgow.
Scott adds: “The creation of my new role is the first of many areas we’re investing in to deliver service excellence. We’re working on an extensive training programme to be rolled out in the new year, our aim is to continue to empower our staff to make the right decision at the right time for brokers and customers.”
Those investments include the Underwriters Academy at The Mortgage Lender and the recent partnership with One Mortgage System (OMS), the seamless single-input enquiry to completion processing platform for brokers.
Peter Beaumont, deputy chief executive at The Mortgage Lender adds: “The creation of Scott’s new role is fundamental to our focus on delivering exceptional service to the market.
“Real life lending isn’t just about having a pragmatic approach it’s about supporting people at different stages in their life and how we work with our partners.”