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Analysis: Whose job is admin anyway?


A recent update from Santander suggests only registered intermediaries can access its Mortgage Application Tracking System. But how realistic is it for advisers to administer a whole case from start to finish?

As an adviser, I am inefficient with admin, given my strengths mainly lie in the client contact, relationship creation and nurture, research, analysis and problem-solving face-to-face contact.

Typical pre-crash brokerages may have been multi-adviser firms where the adviser handled their own admin, plus one or two administrators. The modern brokerage has fewer advisers with greater admin support. But this evolution seems to have passed by some lenders – Santander being the latest to bring the broker back to keying cases and chasing admin.

Administrators may need to register individually to submit business but Santander tells me its attempt to undertake such registration ended in chaos, hence its move to prevent administrators from being, well, administrators.

Lenders are giving mixed signals on what is an acceptable administrative process but surely the development of technology should include the modern-day broker approach?



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