Karen Bennett, Sales & Marketing Director (Commercial Mortgages) at Shawbrook

FR: What have been the big milestones for the commercial lending side of Shawbrook in the last few years?

Shawbrook has reached a number of important milestones since its launch in October 2011. Business has increased dramatically across all the markets we are active in, although we have seen the largest growth within our short term loan, refurbishment and specialist BTL offering.

We launched - and have continued to expand - our Strategic Partner programme which is specifically designed to recognise high quality business generation from our network of expert brokers. We now have 27 brokers in the programme and are always looking to grow this further.

We work closely with our brokers to develop new products that suit demand in the market. Last year Shawbrook enhanced its suite of commercial loan products based on this feedback and we now offer 13 products across simple buy-to-lets to complex mixed used residential and commercial properties.

Shawbrook launched lots of product changes at the start of the year which have been really well received and, whilst are always looking at improvements, we are now ensuring that our focus in on the process and service that we offer our brokers as we know they rely on us to deliver on our word, and we take that very seriously.

FR: Is the relationship Shawbrook has with brokers an important part of business for you and, if so, why?

It’s everything. Brokers lie at the heart of our business. We are very proud to have such strong relationships with them and Shawbrook’s model relies on the huge part they play in the process. We are committed to supporting our brokers’ growth moving forward and really value their feedback for product and process development. Working together creates a faster and more efficient process for clients, and gives Shawbrook the ability to stay agile and work across a variety of regions.

FR: What do you foresee for 2013 in commercial lending?

I believe that demand for commercial lending will continue to increase as we move further into 2013. It will also be interesting to see the impact of the Business Bank and the Funding for Lending scheme as we hope these will support the provision of much needed finance for small businesses.

FR: What advice would you give to anyone looking to start up in the industry?

I think that research is the best place for anyone to start –and not being afraid to ask questions. Lenders and brokers are supportive, and starting new in the industry is all about learning the ropes and going that extra mile to impress. Relationships are key in the market, with both lenders and brokers alike and I would highly recommend that any new introducer speak with one of our Partners as they can guide and support them through their first few cases.

FR: How important do you feel social media is – or could be – in financial services?

More lenders, brokers and clients are using social media in financial services and I think this is a great development. Twitter is a useful way for Shawbrook to show its personality and have informal conversations with our network of brokers. At Shawbrook we place huge emphasis on personal relationships and social media would never detract from that but we certainly believe there is an important place for it in the industry.

FR: If you weren’t in the financial services industry, what would you be doing?

I would probably be making novelty chocolate cakes; by novelty, I refer not to taste but to design – think Pirate Ships/Cars etc!  I do make them in my spare time and although I could not imagine not being in this industry, I have been told I could make a career out of my chocolate cake and to be honest, there are worse ways to spend the day!