From 3 May NatWest Intermediary Solutions will use its LiveTALK instant messaging service to handle all all pre-sale mortgage application enquiries.
LiveTALK is manned by the NatWest Intermediary Solutions’ Sales Support team and enables brokers ask questions about topics such as lending criteria, product availability, latest rates and application packaging requirements
Available to log on to from its web site, LiveTALK has been used for more than 20,000 conversations in the first quarter of this year. The lender says the service has been achieving around a 90% satisfaction rating from brokers using this service
NatWest Intermediary Solutions will still provide brokers with a dedicated business development manager (BDM) who they can speak to face-to-face and on the phone. And, for any enquires regarding a submitted application, brokers will be able to phone the processing centre on the usual number
Mark Bullard, head of sales at NatWest Intermediary Solutions said: “We have been using LiveTALK as one of our core communication channels with brokers for more than three years and have witnessed a huge increase in its usage. We have enhanced the service over this period and
