Brokers, how much do you value your mortgage administrators?

The industry has a widespread problem undervaluing support staff, it's claimed

Brokers, how much do you value your mortgage administrators?

They are arguably the backbone of the industry, but it’s claimed today that mortgage administrators are often disrespected and overlooked, with some brokers and lenders not valuing the vital work that they do.

Amy Davenport (pictured) has been working in the industry for the past decade, for a number of different employers, and has spoken out, telling Mortgage Introducer about what she believes is a widespread problem in the sector. She is calling for change.

Davenport details being spoken to in a condescending way on multiple occasions, and being called ‘admin’ rather than by her name. She has collated a list of some of the most memorable:

“You wouldn’t understand, you’re just an admin.”

“Can I speak to someone who isn’t an admin. No offence.”

“Oh that’s menial, I’ll just get my admin to do it.”

Lenders assume she won’t have the information they require, Davenport shares, and she recounts being excluded from invitations to industry events. Salaries for mortgage administrators often do not reflect the importance of the work they do, she suggests.

“Brokers need to understand that a dedicated, loyal administrator will earn them the money,” Davenport said. “People in these roles are miserable when they are made to feel ‘less than’. Industry-wide, administration needs to be more appreciated.”

Davenport, who has a business management degree, is currently paraplanner for The Mortgage Mum Specialist Finance, where - she emphasises - she is very well treated by her employer and colleagues, and she felt appreciated too at a previous employer, Glenhawk. But she claims she has had less favourable experiences elsewhere, and her concerns have been borne out by other administrators she has spoken with.

Davenport remembers a lender calling to speak to a broker, and being dismissive of her ability to help them.

“It's that immediate assumption that you therefore don't know something,” she said. “You face pushbacks and challenges. They assume you just don’t know the information they’re seeking, whereas 98% of the time, that’s not the case. We're quite clever people, we know what we're doing. I've had times before where we've had invitations come through for a dinner or something like that, or an awards ceremony, and every other person on the team has been invited but me. You don't get acknowledged. It baffles me really - the administrators are the engine room. They're the people you really want on side.”

She added: “I don't need to be invited to everything. I don't need to be showered with affection and love every day, but it's just having that acknowledgement that what you do matters, and you matter as a person, as an individual, as an employee.”

Davenport tells how at one event to which she was invited, she was blanked by a high profile broker when she introduced herself as an administrator.

“They literally didn't even say hello to me and just moved on to the next person,” she said. “I felt my heart drop because I thought, ‘you just don't even want to look at me, because of my job title, but next week you're going to want me to work on your case. I'm the one who's going to be pushing this through for you and doing the best that I can for you, but you don't even want to look at me.’ “

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How are administrators viewed in the industry?

According to Davenport, there is a perception in the sector that mortgage administrators should want to aspire to become brokers – as some do – and if you stay in the role for too long, eyebrows are raised.

“A lot of people think that because you’re an administrator you're not clever enough to do anything else,” she noted.  “I could have been a broker - throughout my time I have had that opportunity. I've also previously worked for a lender and could have become an underwriter. But as much as I have the knowledge to do that, I enjoy operations, I enjoy administration, and I can use the knowledge that I've gained over the last 10 years to be a really good administrator and a good business support. That’s where my skills lie.

“You often feel quite unseen as the administrator because you're not the fee earner. The brokers can focus on getting the money in, but they need their administrators to be the backbone of their  team, to be the liaison with all the different parties, to get them through to the end. Administrators add so much value to the process.”

She added: “Administrators are often so widely underpaid, it actually shocks me sometimes when I see the salaries that are out there. I think it's really important as a business owner to make sure all of your staff feel valued.”

Furthermore, Davenport suggests that administrators need great representation in the industry.

“I feel like there isn't really a voice out there for support staff,” she said. “I want a support staff forum, where we can all share best practice.”

The Mortgage Mum founder & CEO, Sarah Tucker said it was inconceivable to her that administrative staff should be undervalued in the industry.

 “The support team are the core and foundation of our businesses and we literally couldn’t do what we do without them,” Tucker commented.

“They are pillars of strength, and they hold so much for us and our clients. I can’t believe anyone would overlook their value. We certainly don’t, and Amy is an exceptional talent in this area of our specialist finance business. We’re lucky to have her.”

When Davenport flagged the matter recently in a LinkedIn post, specialist broker Shelley Walker, with whom she works closely, showed her support, responding: “I feel this so much. Why recruit someone if you’re not going to see their value? I’m beyond grateful for your support.”