The new ‘TSB Intermediary’ scheme launched this week and will see the bank hoping to raise its profile for a place to come to when potential clients are looking to purchase a home.
The branch have employed more than 200 people in the last six months who will help to accommodate the new arrangement. The initiative recently had a pilot period with broker, London and Country and was donned as a success.
Roland McCormack, TSB's Mortgage Intermediary Director, said: "TSB was born to bring competition to the market and we will be a substantial intermediary player. We're dedicated to providing a great service to brokers and competitive mortgages for their customers.
“However, service is our number one priority and we aren't prepared to sacrifice for volume which is why we're looking to grow organically.”
The bank claims it will continue a premium and personal service, having employed 24 ‘local relationship’ managers to liaise and support with broker branches.
The majority of partners of TSB Intermediary working on the enquiry lines are CeMAP (certificate in mortgage advice and practice) trained, with many previously working as mortgage advisors.
To ensure brokers are kept in the loop, all calls to relationship managers will be returned within three hours and any emails received before 5pm will be responded to the same day.
Customers’ applications will be referred to an ‘underwriter’, who at TSB, have an average of ten years of experience in the job. Brokers will then have direct access to the underwriter, who will then help them understand any decisions or problems they may have.
Mr McCormack added: "You can copy systems but you can't replicate people. This is why we have built an intermediary business with the focus on recruiting experts who care about providing a stand out service to brokers.
“In doing so, we will provide mortgage brokers with the tools they need to help people buy their homes - making the process, from start to finish, as simple and transparent as possible."
To guarantee the best deals are available to customers, in whatever format they take out a mortgage, the contracts will be the same through TSB Intermediary and the bank branches.
Attributed to Dan Goulding
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