Back-office review for mortgage brokerages
Tighter controls. Lower cost. The personal touch. AI where it pays.
I go into mortgage brokerages to tighten their back-office controls, cut the admin bill, turn the admin team into a relationship team, and put AI to work where it pays.
The problem
What it's really costing you
The admin bill
Paying for wasted time
- The same details keyed two or three times
- Hours lost chasing documents and updates
- Checks done differently every time, and never recorded
- The office leans on one or two key people
Clients who drift away
Silence costs you the next deal
Nobody calls with an update, so clients chase you for news or quietly lose faith. At rate expiry they don't come back, they don't refer friends, and the product transfer goes to the lender.
Missed opportunities
Conversations never had
Income protection for the self-employed client. A wealth referral for the one with savings. Raised once, never followed up, and never recorded.
None of it shows up anywhere you can see it, and it grows with every adviser you add.
Control first, saving second
Before submission, quality is checked informally
Your network checks that the file is complete, and audits the advice after it has gone. In between, the only check is whoever writes the suitability letter: informal, unrecorded, and invisible to you. Cut admin without fixing that, and you remove your only control.
The middle box is where I start. Make the check explicit and recorded, then the saving is safe to take.
What I do
Three jobs inside your firm
1 · Tighten controls
A recorded quality check on every case before it's submitted. A named owner for every next action. A pipeline you can see.
2 · Less admin, more contact
Strip out the duplication and the chasing, and cut the admin bill. Your admins become Relationship Managers who keep every client updated.
3 · Put AI to work
Only where it pays and your network approves it. The fix isn't always AI: sometimes it's a better process or a template.
One team · adviser and RM
- The adviser gives the advice and makes the recommendation
- The RM runs the case from fact find to completion
- Both see every case, at every stage
- Both share in every completion that passes the quality check
The result
- A named person for every client
- Calls at key stages, before the client asks
- Needs spotted and passed to the adviser
- Clients kept in touch with after completion
Every client gets two people. Your firm gets one team pulling the same way.
- Enquiry
- Fact find
- Documents
- Research
- Advice
- Submitted
- Offer
- Completion
- Aftercare
Every case on one line. Your team sees what's needed, what's complete and what's compliant at each stop, and your client sees where they are without having to ring.
The approach
Five steps, each one small
Each step is priced at the end of the one before, and nothing is quoted until it has been scoped. You can stop after any step and keep what's done.
Free · 90 minutes
Health Check
A walk through your office. You keep a one-page red, amber and green scorecard.
Free
Step 1 · 2–4 weeks
Discovery
People, process, controls and costs measured. A report you own.
From £3,500
Step 2 · ~4 weeks
Redesign
New process, controls and tools, plus the approval pack for your network.
Fixed fee
Step 3 · ~3 months
Build
Put in place, staff trained, before-and-after numbers.
Fixed fee
Included · 2 years
Quarterly review
Controls checked, results tracked, new rules and tools filtered for you.
Included with Build
Discovery is a fixed fee set by the size of your firm, and comes off the Redesign fee if you go ahead within 60 days.
About
Over 25 years in UK mortgages, in every seat
I'm Steve Salmond. I've done the admin, advised clients, run a firm and handled the complaints when files went wrong.
“I'm not guessing at your problems. I've had all of them.”
Your CRM stays
Nothing is replaced. Any new tools sit alongside what you have.
Your network approves
I prepare the approval pack. Nothing goes live until you and your network approve it.
Your data stays yours
I don't need to see client data to review how your office runs. Nothing leaves the building.
Clear limits
I review, design and train. I don't give regulated advice or compliance sign-off.
The first step
Start with 90 minutes
A free Health Check in your office. You keep the scorecard, and no client data leaves the building. Birmingham and the West Midlands first.