Now as the national intermediary sales manager for Accord, Mr Robinson is full of admiration for how much more professional the mortgage market has become.
He said: “We have seen massive changes brought on by regulation such as the mortgage market review, most of it really good and positive, most of it has been to the strength of the intermediary side. Regulation has driven up standards and the advice a customer gets.”
It all could have actually been so different had Mr Robinson followed his desired career path. A Belfast boy, he attended Queen’s University where he did a business management degree.
Rather than dreaming of financial services though, his ambition was to work in marketing, but these hopes were dashed when he was rejected for a job at a brewery, instead ending up at Standard Life.
But he is by no means drowning his sorrows now, and is proud of the Accord brand, which has seen its application processing times drop and its relationship with brokers improve.
He said: “In the past, some may have thought we were hard work, fussy and slow – that feedback is changing. We have had a number of brokers say we have moved from zero to hero.
“We have been through a journey over the past six or seven months by listening to broker feedback, and last year we embarked on a multi-million pound investment scheme to improve the underwriting and application process.
“There is now an underwriter on the case all the way who can speak to the broker and make a decision and sign it off. This helps us deliver a faster mortgage application and a common sense decision.
“In the mortgage intermediary market this has bought our speed of application time down from 17 days at start of the year to 12 days. That has been a good improvement.”
There are more plans to improve the Accord service, for example the lender is now making welcome packs with the broker’s branding. Mr Robinson said: “One thing we are working on is how we recognise that relationship with the broker.
“One of the things brokers constantly say drives them is making sure they have a happy customer. We are running a pilot scheme with a welcome pack that goes to new Accord mortgage borrowers branded as coming from the broker. That helps with cementing the relationship.”
As well as service, Accord is also getting a good reputation for decent rates. For example, it recently released a 10-year fixed rate at 2.88 per cent for 75 per cent LTV.
Mr Robinson said: “Borrowers are more aware of what is out in the marketplace and are understanding credit scoring and affordability, so competition is providing real options.”
When it comes to the mortgage industry, he is very much a glass-half-full type of person. “We have built up fantastic relationships with intermediaries. There are some unbelievably professional people around.
“I am constantly listening and learning. It can be really hectic, and it is hard to always get the balance right.
“The industry is challenging in terms of keeping up to speed with regulation, we have seen a lot over the past years with the mortgage market review, mortgage credit directive and government legislation.”
One area where he is less concerned is the digitisation of the market. Mr Robinson explains: “Digitisation has grown, and customers have much better access to online functionality and comparison sites. Technology has come a long way.
“But an intermediary provides face-to-face advice rather than going online and that still matters in the application process. At the end of the day this is a massive thing. A client doesn’t really want a mortgage, it is a house they are actually buying, so advisers need to make sure they get the best deal.
“The need for advice, whether through a branch or intermediary, is still really important. There are still many specialist areas of the market where that advice is needed such as on an interest-only mortgage or on buy-to-let.”
He is equally positive about access to the best deals. Mr Robinson insists it has not got more difficult to get a home loan since new regulations and application rules, and adds: “One or two may find it more difficult to know the right lender.
“Overall, there is one or two areas that have probably become a bit more specialised. There is a clear demographic trend where more people are going self-employed or on contracts, and we are analysing what we can do in that area.”
Beyond the products and the process, it is the adviser Accord wants to reach. Mr Robinson explains: “At the heart of what we want is to provide a leading customer experience. We want to be seen by intermediaries as a genuine alternative to the main lenders.”
Marc Shoffman is a freelance journalist
CAREER LADDER
2011 – present National intermediary sales manager, Accord Mortgages
2007 – 2011 Head of national accounts, Accord
2003 – 2007 Regional sales manager North, Accord
1995 – 2003 Area and regional manager roles in YBS's branch network
1989 – 1995 YBS, branch development manager and branch manager roles
1987 – 1989 Standard Life marketing assistant
1984 – 1987 Queens University Belfast
