NatWest is expanding its intermediary business development team to help brokers support their customers at every stage of their mortgage journey.

New roles have been created to bolster the existing business development team and telephony support through the new business development adviser (BDA) role.

This change signals more support and expertise on the phone with BDA’s helping brokers get access to the information they need quickly.

In particular intermediaries will have someone to talk to pre-application to discuss complex cases or to  help with criteria queries or delays in case progress.

There’s a specific broker line post application if intermediaries have questions about the progress of their application.

This service is in addition to ‘LiveTalk’ which is handled by the same business development advisers so brokers can rely on an answer from a real person who understands their question.

There is also a new specific London telephone line to support the nuanced needs of the capital’s mortgage market.