Meet the BDM - Emma Kelman

This editorial was originally published in The Intermediary.

How and why did you become a BDM?

When I was working as a financial adviser, we used to have BDMs come in and present to us all the time and I often thought how much I’d love to be in their role. One day, a sales manager visited the office and shared that they were expanding their team but were having trouble finding a BDM for the South East region. I jumped at the opportunity and called her as soon as she left our office. I had no experience in the role at the time, but I managed to persuade them that I would be perfect for the role. That was in 1999 – the rest is history.

What brought you to Gatehouse Bank?

I’ve always enjoyed pushing myself and learning new things. While I wasn’t really aware of how Shariah finance worked at the time, it excited me to try something different. I also loved the idea of being able to help customers based overseas as it’s something I had often been asked about in my previous role but had never been able to experience. Joining Gatehouse Bank has given me the opportunity to do this.

I’ve now been working at Gatehouse Bank for the last three years and I’m very much enjoying the experience. The people you work with can make such a difference to your overall happiness in the workplace and everyone here has been so welcoming and collaborative.

I also love working in the specialist market and continuing to challenge myself within my role. One of the best parts about the job is that every day feels different, which gives me a real sense of satisfaction that I don’t think would be possible in the same way if I was working for a mainstream provider.

What makes Gatehouse Bank stand out from the crowd?

Gatehouse Bank stands out because of its innovative and wide product offering, which is especially helpful for customers with complex cases or who have more niche requirements, as well as those residing overseas. The sales team’s ‘can-do’ attitude and commitment to being there for our intermediary partners throughout the entirety of the process also makes a great deal of difference to those who work with us.

We are listening to what is needed within the market and evolving to meet these needs, which makes us a go-to provider for many of our brokers. The manual nature of our underwriting processes allows us to take a more pragmatic approach than some more traditional providers. While they often rely on automatic assessments we can look at applications on a case-by-case basis if we feel it is needed. Seeing the individual behind the application is really important to us and can make all the difference.

What are the challenges facing BDMs right now?

There is a lot of new legislation being introduced such as changes to stamp duty thresholds. As with all change, it will take some time to understand the full impact of these regulatory changes on the market and on individual homebuyers and investors. Rapidly changing swap rates also pose a challenge that many BDMs are currently working with.

Part of the nature of a BDM role is regularly adapting to fit the market, often at short notice. Over the last couple of years, it’s felt like we’ve had to be more agile than ever before. And we’re committed to making sure that brokers are able to access the best support to manage these changes too.

What are the opportunities for BDMs?

Human expertise still matters. Cases are often complex and need to be evaluated on an individual basis, so a BDM is essential to help brokers navigate this. In a recent survey, over 83% of brokers stated they still see BDMs as crucial to their success and the most crucial form of support and I think there is real opportunity in this. In a world where everything is becoming more automated, sometimes sitting down and having a conversation to fully understand the needs of a broker and their clients can be so valuable and appreciated.

How do you work with brokers to ensure the best outcome for customers?

I believe the most important way to help brokers and ultimately the customer is to be on hand to guide them and answer their queries quickly and efficiently. I can educate brokers on our products and processes, give them tips on how to use us effectively and I am on hand every step of the way. It is especially important to have this support when some brokers do not yet have full knowledge of Islamic finance although it is rapidly gaining popularity within the industry.

What advice would you give potential borrowers in the current climate?

Look to potential new opportunities as an exciting endeavour, even it if means you sometimes need to think outside the box. As the market adapts to wider economic changes, those looking to purchase home finance or investment properties should remain open to options such as Houses in Multiple Occupation (HMOs) and Multi-Unit Freehold Blocks (MUFBs) which tend to produce higher yields. At Gatehouse Bank, we have no limit on the number of units in an MUFB or bedrooms in an HMO which is a criteria differentiation that really stands out in the market.

What would you like people to know about you outside of work? (for examples, favourite hobbies).

I enjoy travelling to new places, I love a bit of karaoke and I’m also a keen theatregoer. I really enjoy organising social events and would have gone into Event Management had I not become a BDM. I’m also a mum and a bit of a mad cat lady (I have 7 cats!!) – all of which keep me very busy when I’m not at work!