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While the impact of the current, challenging environment continues to affect mortgage advisers, business development managers are continuing as usual. BDMs are concentrating on building and developing their relationships with intermediaries.

Of course, in any sector facing a downturn, there is always a fear redundancies may occur and in recent times we have witnessed a whole host of job losses, from operational staff to those employees on the road helping advisers place business.

However, it can be said the role of the business development manager has never been more important, especially when times are tough and innovation and initiative come to the fore.

A good BDM can instill confidence in an intermediary even in an uncertain market, showing while no one can be completely sure what the future may bring, it is still "business as usual" and there are still opportunities for intermediaries who demonstrate tenacity and continue with their strong work ethic.

Broadly speaking, as an ambassador for their organisation a BDM's role will keep the intermediary informed of any upcoming product changes or new innovations the lender will be introducing and keep the adviser informed of the progress of their case.

However, it is a clear that what separates an average BDM from a first-rate performer is the willingness to go that extra mile and truly help develop business.

One adviser singled out his BDM for praise after she went that bit further on a number of occasions. He said that, in his experience, time and time again after talking through the circumstances of a case with the BDM progress on the application then proceeded immediately, especially in those instances where an application had been held up at some point.

It is also easy to forget a good and efficient BDM can reflect very well on the lender that he or she works for. If the lender's representative is prompt and efficient then the organisation they work for is also looked upon favorably too.

This is clear when looking at larger organisations' operating in the sector who have suffered from service issues in recent times. A centralised processing centre is unlikely to provide the intermediary with the personalised attention they seek when an application for a client is being held up.

What has been interesting in the last few years is to see the alternative ways in which a BDM can add value to an adviser's business. The role is no longer confined to the old image of a BDM on the road, travelling to each face-to-face appointment.

Although this personal contact is still vital, this can now be complimented with a range of other added-value services such as online help in the form of virtual BDMs and telephone-based help.

Other tools that can offer added-value include interactive online training guides covering both mortgages and general insurance.

It is also easy to forget a good BDM will also work hard to ensure they have kept up-to-date with market conditions so they are able to deliver more than just product updates and advice on how a particular client can be helped.

A BDM that is looking to add value will realise it is ancillary products that are likely to help support intermediaries at the present time. They will focus on why protection is so important; identifying customer needs and helping advisers identify where they can add value to their business.

With the arrival of new technology, many industry watchers have questioned whether there will be a need for BDMs in the future.

It is certainly true lenders are making more of their websites and introducing interactive tools for intermediaries but will this make the role of the BDM less important? Although there is much added value with online facilities for intermediaries, a website cannot help an intermediary looking to place a more complicated case or push through an application when time is of the essence.

A good BDM will work with facilities such as online tools and email contact to improve the service offered to intermediaries.

In the current climate, contact between intermediaries and BDMs has never been more important. A BDM is not just there to offer an intermediary product information and client updates. They can also be a valuable business adviser, helping with cross-selling opportunities and future plans.

Nigel Payne is managing director of The Mortgage Business and BM Solutions