Name: James Travers
Age: 38
Location: Teesside
Firm: Darlington Building Society
Education: CeMAP
Specialty: Self-build
Interests: The three Fs – Family, Fitness and Food.
- How long have you been in finance and how did you make the leap to become Darlington’s first digital BDM?
I’ve been in finance since I was 19, so almost two decades now. My interest started after buying my first home 15 years ago. I had a fantastic experience with my broker, which sparked a real passion for mortgages.
I qualified with CeMAP, joined Darlington as a mortgage adviser, and quickly realised I was more drawn to the intermediary side. From there I became a BDO, then a senior BDO, and when the opportunity came up to be Darlington’s first Digital BDM, it felt like the perfect fit.
- Give me an outline of your CV and any key learnings about client service along the way.
My CV’s not your average finance journey! I started out as a carpet fitter, then a plumber. The plan was to run a plumbing business with my dad. But after being diagnosed with bone cancer, I couldn’t continue in a manual job. That’s when I moved into finance, starting at Barclays in PPI sales, then managing the PPI complaints team (a full-circle moment!). I later joined Darlington and found my home in mortgages.
The biggest thing I’ve learned is that relationships make everything easier. Whether it’s brokers, customers, or colleagues, so, finding common ground builds trust, and that’s the foundation for everything that follows.
- How do you establish relationships with brokers in the South, London and Wales? What are the key dos and don’ts?
It’s all about being visible and accessible. I use every channel available, so, telephone, emails, LinkedIn and events. Technically, it’s a sales role, but I’ve never thought of it that way. My approach is simply to help people. The lending we do at Darlington is worth their time, so I focus on being available when they need me.
The big “don’t” is being pushy. Brokers are busy, and the best relationships are built on respect and timing. My job is to be there when they need support and not when they don’t.
- How have technology and digital interactions changed your role? Any tips for advisers?
Technology has been a complete game-changer. It gives brokers the one thing they value most in the world, time. Since Covid, digital meetings have become second nature. I can present to a broker in Scotland at 9:30 and another in Torquay at 10:00, without leaving my desk. It means we can help more people, faster and my travel expenses are pretty much zero, which my boss loves!
For advisers, my tip is to use video where possible. It’s personal, time-efficient and helps clients feel connected. The digital tools we now use from document uploads to real-time currency conversion on foreign income cases make the whole process smoother for everyone.
- How has the market evolved and which niche criteria do advisers often overlook?
We’ve seen real growth in specialist lending. Foreign nationals and clients earning in overseas currencies are a great example. Through our digital upgrades, Darlington can now process applications in 16 currencies, from the US dollar to the UAE dirham, which opens the door for expats and professionals with global income to buy in the UK.
Another area gathering momentum is limited company buy to let. We’ve just launched our first range, open to first-time and experienced landlords, and even holiday lets. It’s giving landlords the flexibility to build portfolios more efficiently and manage tax and cashflow through a company structure.
- What’s a typical day like during your busiest periods?
Plate-spinning. Presentations, prospecting, relationship management and often jumping in when cases get tricky. That’s when a BDM really earns their stripes. When a case hits a snag, we work closely with underwriters to find a way through. Helping get stuck cases moving again is the most satisfying part of the job.
- What’s been the biggest industry shift you’ve had to adapt to?
Covid, hands down. It was a tough period, but we made a conscious decision to stay open and keep lending. There were long nights and a lot of juggling, but we helped so many people get homes and keep them. It’s something I’ll always be proud of and it showed what teamwork and resilience can achieve.
- What’s the most unusual or challenging mortgage case you’ve worked on?
To be honest, what used to feel complex now feels normal. We see a lot of borrowers with low deposits, limited UK credit history or visas. These are people who assume they can’t buy. Helping them secure their first home is brilliant. It’s about looking beyond the surface and seeing the person, not just the paperwork.
- Do buyers understand how brokers and lenders work together?
Not always, but awareness is improving. The best brokers manage expectations really well and they know how to translate complex lending criteria into real-world solutions. It’s a partnership, and when it works, the client experience is second to none.
- Which client stories have stayed with you?
The ones where clients thought homeownership was out of reach. I’ll never forget helping a retired couple buy their council home through Right to Buy. They assumed age and income would rule them out, but we made it work using pension income up to age 99. Seeing them own the home they’d lived in for decades was incredible.
- How do you handle stress when deals fall through or criteria changes?
You have to accept that things will go wrong sometimes. I always do everything possible to get a deal over the line, and if it still doesn’t work, at least I know I’ve left no stone unturned. Brokers know I’ll fight their corner. That’s what keeps me motivated.
- What’s your proudest career moment?
Just being here, doing what I do. After overcoming cancer and now, managing an eye condition that’s affecting my sight, every day in this job feels like an achievement. I’m proud to be part of Darlington. It’s proof that nothing can hold you back if you love what you do.
- What’s your best advice for aspiring BDMs?
Be yourself. You don’t need a grey suit or a corporate persona to succeed. If you’re genuinely passionate about people and problem-solving, this job is incredibly rewarding.
- How do you see the housing market performing over the next few years?
There’ll be challenges, no doubt, because supply is still lagging behind demand. But innovation around affordability, deposit flexibility and specialist products will continue to help.
For landlords, the rise of limited company structures is reshaping the buy-to-let space, and we’re already seeing growing demand for holiday lets and portfolio diversification. Change always brings opportunity, and as a smaller, agile lender, Darlington is well placed to adapt and keep supporting the brokers and borrowers who need us most.
