You might be wondering who our TAMs are. Well, they're our team of Telephone Account Managers. Ever since SortRefer was created back in 2009, customer service has formed a huge part of our business. It was this that made us adapt the process in July 2017.
The customer service team, as it was previously known changed from advisers to telephone account managers. Each area we cover now has a regional account manager and a telephone account manager. This means twice the support to our brokers, double the amount of people with access to your cases and an extra pair of hands to resolve issues and make sure everything is running smoothly.
Meet Debra – covering the South West
Debra came from a varied background, with a career at an estate agents and as a spa therapist. Working at SortRefer for one year so far, she is enjoying being back in the world of property and conveyancing again (very different to giving body massages and facials!).
Her new role as a TAM gives an opportunity to provide an even better service to mortgage brokers. Debra is the designated point of contact on the phone for the South West region, allowing her to develop the area by introducing brokers to new opportunities. All queries will be dealt with by Debra, whilst the RAM (who is yet to be appointed) will spend time meeting new and existing users out on the road.
Debra says: "SortRefer is influencing how brokers do business and it's exciting. Brokers are our priority and we enjoy building personal relationships with them."
Meet Richard – covering the South East
Richard has been with the company from day one, before SortRefer officially launched. When the Bank of Ireland withdrew from the UK market in 2009, he joined CEO, Kev and two other ex-mortgage brokers and conducted the initial market research that led to the launch of SortRefer in 2009. He then spent a number of years on the road as a BDM before joining the head office in 2016. Rich now works as a TAM alongside RAM, Kat in the South East.
He has a wealth of market experience having started in the industry with the Burnley Building Society in 1980. Rich also worked for the National & Provincial and Melton Mowbray Building Societies and Bank of Ireland Mortgages where he ended up top Sales Performer 3 years in a row. He is fully CeMap qualified.
Rich says: "The greater the relationship, the greater the success... for both parties. I am keen to meet and exceed business targets and I believe I can do so with my vast amount of knowledge, experience and character!"
Want to speak to one of the TAMs? The team are available from 09.00-17.30 each day on 0333 456 4567.
Watch out for part 2 of the TAM blog, which will be shared next week.