BuildLoan is delighted to announce the appointment of Chris Martin as Head of Operations and Customer Service, with responsibility for ensuring mortgage brokers and their clients receive first class service, from enquiry to completion.
Chris joins BuildLoan from Furness Building Society where he was managing a new mortgage business team, overseeing end to end underwriting and processing of mortgage applications – from application to completion. He is highly experienced in the underwriting of residential, buy to let and self build lending both direct to lender and intermediary sourced, and has also been involved in product and policy development and implementation.
Drawing on his 30 years’ experience in mortgage lending, including several as a self employed mortgage broker, and in the light of our recent BuildLoan Broker Service Survey, Chris will first head out on the road to meet with mortgage intermediaries to listen to any concerns they might have.
Chris comments: “Self build mortgages are complex and it’s true more is required of the broker and the client when compared with a standard mortgage for house purchase. My role is to ensure that all of BuildLoan’s processes are as simple, quick and efficient as they can be. I will be using the survey feedback, as well as meeting brokers face to face, to full understand what we need to do to met the expectations of both brokers and customers. Building a home is an exciting and challenging thing to do. Our aim has always been to make financing a project as straightforward as possible for self builders.”
Raymond Connor, CEO adds: “We recognise that service is absolutely key to growing our business and handling cases more efficiently. We have increased headcount in our processing team this year and introduced a rigorous training plan and support in their roles. Our broker mortgage processing team will benefit from a newly designed, bespoke training course at the National Self Build & Renovation Centre in Swindon. Over the past couple of months, we’ve surveyed brokers to gain insight into what works well and the areas we need to improve upon.
As Head of Mortgage Operations and Customer Service, Chris will be responsible for making sure our service is first class as we continue to develop new and innovative products for this specialist marketplace with our lenders, and design the products required to grow the self and custom build sector.”