Eligible partners with Shawbrook to enhance client retention 

Eligible, the customer engagement platform purpose-built for the mortgage market, has partnered with Shawbrook Bank to enhance customer retention and improve the overall borrower experience.

Through the new Eligible platform, Shawbrook can deliver relevant, consistent and well timed engagement at important lifecycle stages - beginning with product maturity. 

Clients will be more informed of their options earlier, enabling faster decisions and reducing friction. Shawbrook says this should lead to fewer lapses, better retention and more opportunities for brokers to add value.

Claire Rankin, director of strategy and specialist lending at Shawbrook, said: “Professional landlords and commercial clients expect speed, clarity and certainty. Our work with Eligible helps ensure we engage in the right way, at the right time - supporting customer confidence and lifting the burden of routine tasks so our people and broker partners can focus on advice and service. Customers can seamlessly move to a new product at the right time, while brokers remain fully connected to the process and continue to be recognised for their ongoing support.”

Rameez Zafar, founder of Eligible, added: “Mortgage decisions should feel straightforward, not stressful. Eligible helps lenders like Shawbrook guide customers with clarity, converting intent into action and improving operational efficiency at scale.”