The Broker Blues Thread

kingstreet

Is it me, or we approximately where we were about May last year in terms of lender inability to do anything correctly?

ACG

Following that post....
Them - Underwriter calls - we can not accept this case as the company has not been in existance for 2 years.
Me - I know, but prior to going ltd it was a sole trader exact same business just a change in entity. Before submitting I asked the question and was told it was fine.
Them - We cant accept it.
Me - Im not happy about that, I think you need to get a manager
Them - Let me go off and check some information
HOLD
Them - Yes we can look to take a view on it.

So basically I have the next week wondering if I am going to be having an argument about something I checked before submitting the application in the first place!

How can you get 3 answer from 2 different people on the same question:
Yes
No
We can take a view.

Senior_Paper_Monitor

Kingstreet - glad you said it - that's exactly my view of the last 2 -3 weeks - gone to hell in a handcart !!


ACG - I'm sure I had that call this afternoon - are you tapping my phones !!!

Dave_Ham

I'm sure our experiences largely come down the lenders inability to manage their resources appropriately.

You get inexperienced colleagues on the phones giving "duff" information as they don't want their KPI's to missed for call times waiting etc.

The banks always badly plan holidays and from Easter (all goes wrong) and most of the Summer months they are under resourced and stretched as too many senior and experienced colleagues off.

See MMR launch for many lenders during Easter week..

Senior_Paper_Monitor

On Dave's 2nd point above ...


Heard our youngest/newest case manager checking with the desk at one of the larger lenders about the release of funds on 'extra borrowing for home improvements' on a right to buy, having been instructed to do so by the adviser. Desk said "released with funds at time of mortgage" which he was reporting back to adviser.


I poked my nose in - based on fading memories (and comprehensive notes) of the issue previously with that lender- phones the BDM who confirmed full retention until works completed, possible inspection and required receipted invoices.


A 'gnat's gonad' from an embarrassing screwed up application !!

ACG

ACG wrote: »

Who would ever be a broker!
Calling call centres for advice on how to input figures on their system and you get someone who can not grasp adding and dividing and then when you explain they are giving wrong information you sit in silence for 20 seconds followed by "is there anything else I can help you with?"

Well before we move on to my next question can you help with my first!?!

Following this...
I spoke to my account manager who I would trust over anyone on this...

He gave me a COMPLETELY different answer.

Call centre would use 2 x P60s and average out the overtime (the bit she could not get her head around/explain was how can you average overtime on a P60 when you do not know their basic wage in 2013-14).

My account manager - we would ask for 2 x P60s and go off the previous years full figure and class it as all guaranteed (assuming the most recent years is higher).

amnblog

I can forgive a lack of knowledge at the call centre. They are paid to take calls not make decisions. If you are out of the loop you don't know the loop.


When I get a lazy/cant be bothered answer from the BDM it drives me nuts.

ACG

There is no reason for someone in a call centre to not give the correct info. Even if you do not know the answer you have a PC in front of you and tens or hundreads of people at aroud you.

amnblog

They read the files notes and misinterpret them.


Therefore unless the information can be considered a fact - "val has been instructed", I make it a rule not to believe them anyway.

kingstreet

My recent favourite with Nationwide.

Please call us re pension scheme membership.

The entry on payslip "SWIP" is pension contribution.

Box ticked for pension scheme membership

Please call us re deduction on payslip.

The entry on payslip "SWIP" is pension contribution.

Box ticked for deduction on payslip.

No way anyone is actually going to read the case notes are they?