Broker support profile: Georgia Hunt, Broker Chat adviser

Georgia provides insight into the role of a Broker Chat adviser and tells us how she helps support you and your client's applications.

How long have you worked in Broker Chat and what attracted you to this job?

I’ve worked in Broker Chat within Dedicated Broker Support (DBS) for about a year and a half, and really enjoy the variety of work! Before moving into this role, I had worked in the telephony team within DBS, so it seemed like a great opportunity to do something a little bit different.

What are the benefits of using Broker Chat over other ways to get in touch?

Broker Chat provides a more efficient service to brokers who have simple criteria queries, and I aim to add value by providing useful links to our website which will save brokers time in the future.

Also, you can print or save a copy of the chat so that you’ll have full evidence of your interaction with us for your compliance and own records.

What are some of the more common questions that you get asked?

I’m often asked about product switches, as this is one of the biggest improvements that we have recently introduced. Brokers are now able to complete product switches for their clients via NFI Online. When speaking to brokers, I advise that their client can switch ERC free up to 3 months before the end of their fixed rate period, and I also give them a link to our useful Rate switch keying guide and forms.

What other challenges are you able to support brokers with?

There are other things I can assist brokers with other than criteria queries, like procuration fee and registration queries - I can give generic information about the processes for each of these.

If I can’t help because it's a more in-depth query or something I can’t personally check, I’ll send a contact request to our Operations team for them to look into and get back to the broker, which they generally aim to do within a few working hours.

What’s a common misconception about your role?

A common misconception about Broker Chat and DBS is that I can look at submitted cases. Due to data protection restrictions, I’m unable to discuss information related to submitted Decision in Principles, Full Mortgage Applications or personal data related to a broker’s client.

What’s your top tip that’ll help speed up an application?

Make sure all documents requested are sent to us as soon as possible - the case won’t get assigned to an assessor until they have been. Also, when submitting documents, only upload what has been asked for because additional proofs would cause a delay. And for case updates, I'd recommend tracking their case online.

Another tip would be to avoid using the Notes section in the applications because this will stop the valuation being automatically instructed.

And finally, if Broker Chat is unavailable what do you recommend your brokers to do?

We have a very large and inclusive A-Z of criteria on our website which covers many of the most common questions.

Also, we have a set of keying guides which help with specific case keying issues.

And finally, brokers can also contact their BDM.