The mortgage market is different and much more complex than it used to be. In my experience, the most satisfying wins are often complex cases that others shy away from.
Whether dealing with mainstream or specialist mortgages, brokers are beginning to realize that their customers are facing increasingly unique situations. From unconventional hiring to purchasing HMOs for clients based overseas, complexity is key. 
However, with the right approach from your broker, the complexity can be overcome.
How brokers can simplify complex tasks
When dealing with difficult cases, keeping a few key strategies in mind can make a big difference.
What are the client's priorities?
Every client's situation is different and so are their priorities.
In simple cases, cost can be the deciding factor. But when complexities arise, such as multiple properties or a sensitive financial situation, finding a lender who values flexibility and looks beyond the surface becomes essential.
It's not just about meeting standards. It's about building solutions that meet the specific needs of our clients. Take the time to figure out what's most important to your client. Is it speed? Flexibility? Tailor-made approach?
Once you know your customer's objectives, you're ready to find the right financing partner.
communication is key
Surprises can derail even the best laid plans. One of the biggest reasons complex cases fall apart is that important details emerge late in the process. The broker is the glue here, gathering all the customer details upfront to ensure the lender has the complete picture. Even seemingly trivial information can be a deal breaker for insurance companies.
A proactive approach reduces problems and speeds up the decision-making process. Lenders that take a collaborative approach – those that provide direct access to underwriters – can make a big difference here. This open line of communication allows questions to be answered quickly and challenges to be tackled head-on.
manage expectations
We all know that speed is important in this market. Customers, especially investors, want to act quickly to seize opportunities. But the reality is that complex cases take time. For example, if a transaction involves dozens of properties, valuations won't happen overnight.
Setting realistic expectations upfront will help keep everyone on the same page. Clients will appreciate understanding the process, even if it extends the timeline.
don't jump the gun
Being prepared is half the battle. Ensuring your client is fully prepared before you begin trading can be the difference between a smooth transaction and unnecessary delays. Make sure everything is ready on the client before pressing (Run). Preparing a little more in advance will save you time and frustration later.
choose a partner
Perhaps the most important element in tackling a complex case is choosing the right lender. We know firsthand that the right lender makes a big difference. Not all lenders are equipped to handle complex issues. Some companies take a strict, black-and-white checkbox approach. But in reality, most cases in this area are various shades of gray. What you need is a financier who can overcome complexity and produce creative, customized solutions.
Brokers should look for lenders that value quality communication along with a determination to find answers. If the case is a little difficult, there will inevitably be some misunderstandings. But brokers are kept in the dark because not all lenders are transparent about what's going on. This is even more painful when something unexpected appears and the case collapses almost out of nowhere.
Quality communication can make all the difference between a complex case being resolved over the phone or a failure.
Providing brokers with direct access to decision makers is crucial here. We have repeatedly seen situations in the past where conversations between the broker and the underwriter or loan manager can help uncover important nuggets in a case and result in a successful outcome.
Communication must be open and subject to the broker's terms and conditions. Having to make an appointment to speak with an underwriter doesn't make for a smooth experience.
Complex cases, by their very nature, are not easy. However, these incidents are becoming more common, and while proactivity on the part of brokers can make a difference, it will also help to understand which lenders are comfortable handling cases that are not black and white. .
Alex Upton is a Managing Director in Hampshire Trust Bank's Mortgage and Bridging specialist division.
