Gen H has restructured its sales and underwriting teams in a move designed to speed up broker case enquiries and improve continuity through the underwriting process.

Under the new model, Gen H’s underwriting team will now directly handle inbound broker email enquiries, while the sales team focuses fully on relationship management across the lender’s intermediary panel.

The lender said the change is intended to give brokers faster and more definitive answers on complex case queries, particularly where time-sensitive lending decisions are required.

Gen H expects the new structure to save around 20 person hours per week once fully operational, while maintaining existing service level agreements.

IMPROVED COMMUNICATION

The move reflects growing pressure across the mortgage market for lenders to improve broker communication, case visibility and underwriting speed as advisers increasingly deal with more complex affordability and policy scenarios.

Previously, brokers would typically route case queries through business development managers, who would then seek clarification from underwriting teams where necessary.

Under the revised structure, underwriters will respond directly to email enquiries, allowing brokers to receive quicker policy decisions and reducing delays between enquiry and submission.

Gen H said the new process should also create a smoother underwriting journey once applications formally enter the system.

The lender already operates an “exceptions” process enabling brokers and BDMs to secure sign-off from senior underwriting on cases that fall marginally outside standard criteria.

Gen H said initial case assessments are currently completed within two working days of submission, while fully packaged applications can receive same-day mortgage offers subject to valuation turnaround times.

IDEAL WORKFLOW

Sara Palmer (main picture), 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.”