Name: Nicola Ashby
Age: 29
Location: Midlands
Firm: Shawbrook Retail – The Mortgage Lender (TML) and Bluestone Mortgages
Interests: Reformer Pilates, my 6-year-old Labradoodle and travelling/holidays
Career and motivation
- You’ve risen rapidly over the past decade. What’s the one career moment that changed everything for you?
Joining The Mortgage Lender (TML) three and a half years ago was the real turning point. It was the moment I stepped fully into the intermediary world, took on a patch of my own and realised how much I thrived on being out with brokers, solving problems and building relationships. It gave me the platform to grow quickly and paved the way for where I am today.
- What was the biggest lesson you took from your early days as a Customer Service Assistant in 2015?
That every customer interaction matters. Back then, I learned the importance of listening first and responding second. It taught me that everyone’s life circumstances are different, and people need support in different ways – skills I still lean on every single day as a BDM.
- What first drew you to Shawbrook Retail, and how have TML and Bluestone shaped your experience since joining?
All three brands have a genuine appetite to help real people with real-world challenges. That authenticity drew me in. What keeps me here is the momentum – TML and Bluestone aren’t afraid to innovate, invest and take specialist lending seriously. It’s exciting to be part of something that’s consistently moving forward.
- How would your broker partners describe your style as a BDM?
Approachable, proactive and solutions driven. I like to think they see me as someone who picks up the phone, gets stuck in and genuinely wants to help them place cases – not just someone who repeats criteria.
- What’s the most surprising thing you’ve learnt about specialist lending since joining Shawbrook?
Just how personalised the outcomes can be. You hear “specialist” and think complexity, but often it’s simply about common-sense underwriting and spending time to understand the customer’s story. The room for flexibility – within sensible risk boundaries – surprised me.
- If you hadn’t gone into mortgages, what career do you think you’d be in today?
Probably still something customer driven as I love helping people. However, I have also always wanted to be a florist and open my own little boutique florist (maybe one day). I love flowers and home interiors.
- What’s the best piece of advice you’ve ever been given in the industry?
‘A quick “no” is sometimes what is needed’ – although of course, I will always try to find resolutions and help where possible, sometimes a quick no if we can’t do something is just what’s needed. Brokers count on you, and given how busy they are, it’s important to use their time and their customers’ time effectively.
- What part of the job gives you the biggest buzz?
Calling a broker to say, “We’ve found a way to make this work.” When a tricky case comes together because of good communication and teamwork, that’s the best part of the role.
- What’s one myth about specialist lenders you wish the industry would drop for good?
That specialist means “last resort”. For many customers, specialist lenders are simply the right fit for their circumstances, not a downgrade from high-street lending. The products are sophisticated, competitive and designed with real life in mind. Brokers have changed their mind set on this over the last few years, but there’s still more educating to be done.
Skills and experience
- Looking back at your career, what experiences shaped you the most and helped you become the BDM you are today?
My time in the intermediary department of course made a big impact. Working behind the scenes in admin and telephone roles helped me understand the operational pressures, the importance of accuracy, and what underwriters need to make confident decisions. It’s made me far more effective in the role I do now as a BDM.
- How do you switch off after a busy week on the road?
Walking my Labradoodle Barney or just having some down time (preferably that doesn’t involve driving!). I also love catching up with friends and family over a coffee or easing into a Sunday morning with a reformer Pilates class.
- Favourite place to grab a coffee or reset between broker meetings?
Is it boring and cliché to say Starbucks? Love a good iced caramel latte.
- What’s the one thing brokers can do that makes your job 10 times easier?
Provide the full story upfront. The more context I have on the client’s situation, the faster I can navigate criteria, underwriting and product fit. Transparency saves everyone time.
- If you could change one thing about the mortgage market overnight, what would it be?
That the idea of ‘cheapest is always best’ would disappear. The lowest rate isn’t always the right solution for a customer, whether you’re looking at the short-term or the long-term. I’d love to see more focus on the full picture, making sure every option is considered so customers get the solution that truly fits their needs.
- What’s your hidden talent that your colleagues would be surprised to learn about?
I spent a lot of my childhood and teenage years riding horses and I am really quite good at show jumping! Probably a bit rusty now but it’s just like riding a bike, right?
