Gen H underwriters to take first look at broker email enquiries

Residential mortgage lender, Gen H, has announced a new collaborative structure for its sales and underwriting teams. Now, its sales team will focus entirely on building relationships across the broker panel whilst Gen H’s underwriters will directly handle inbound email enquiries.

The aim is to provide final-word clarity on case queries faster than before and to facilitate a smoother underwriting process when the case is submitted. Gen H expects this to save 20 person hours each week once fully operational.

Gen H has already implemented an always-on 'exceptions' channel that allows BDMs to get sign off from the head of underwriting for cases that fall slightly outside policy. 

Initial case assessment happens within two working days of submission, and for fully packaged cases, offers are sent out the same day (pending valuation timescales).

This change makes the email enquiries process faster and more streamlined. Typically, a broker would reach out to their BDM who may seek further guidance from an underwriter, which could take an hour or two to get a response. Now, as soon as a query is received, the underwriting team can provide a clear answer. The sales team will still provide support for email enquiries on an as-needed basis.

Sara Palmer, sales and distribution director at Gen H, said: “I am very proud to announce this exciting new structure. Our engineering team has made so many strides this year, building out smarter and faster tech and tools, that we’re able to focus our team’s judgment and expertise where it really matters: finding ways to say yes and underwriting with common sense. 

"Brokers want the slick, streamlined platforms but not at the expense of a real, human conversation when there’s an ambiguity at hand. I hope this demonstrates our commitment to making that ideal workflow into a reality.”