NatWest moves pre-sale mortgage enquiries to online only service
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NatWest Intermediary Solutions will no longer offer telephone support services for brokers with pre-sale application enquiries from May 3.
Instead all enquiries relating to a mortgage application before it has been submitted will be handled by NatWest’s instant messaging service LiveTALK.
Brokers can use LiveTALK to speak to NatWest’s sales support team online, with answers provided in real time.
Once an application is submitted, brokers will still be able to speak to the sales support team on the phone.
NatWest says brokers will still have access to their business development manager either face to face or on the phone.
NatWest Intermediary Solutions head of sales Mark Bullard says: “We have been using LiveTALK as one of our core communication channels with brokers for more than three years and have witnessed a huge increase in its usage.
“We have enhanced the service over this period and, from the customer satisfaction scores achieved, know that brokers regard it very highly as a contact tool.
“We have an experienced and highly skilled team of people who conduct the LiveTALK conversations and I am confident that those intermediaries who have not used it yet will be delighted with the service they receive.”
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