How the right case manager/broker relationship can make mortgages simple: Q&A with Alan Gemmell

Experience faster mortgages made simple with the right experts here.
Alan Gemmell, the Team Leader for our Buy-to-Let and Residential Post Offer team, has been at Lendinvest for 15 months and is in charge of the people delivering mortgages for every type of landlord and homebuyer.
Here he talks about how people and technology – when used together – can lead to a more efficient and effective mortgage process.

Alan Gemmell
What do you think good case management looks like?
I think the fundamentals of good case management, from an individual and team perspective, is:
- Brilliant Customer service: Got to keep brokers and solicitors happy
- Highly organised as they will be managing over 100+ cases at a time
- Great team player
- Proactive in communications with solicitors and brokers
- Manage multitasking
How do you lead your team to work on cases? Is there a set style or guidelines or does everyone find their own way?
I try not to micro manage the team as I want the team to feel empowered to manage their own workload, work day and work week – they are the experts after all. We will discuss SLAs at our daily huddles and go over any complex cases.
We always ensure the service we provide is first class so this is always at the forefront of everything we do.
What are some examples of deals that have relied on good case management recently, particularly with residential mortgages?
Residential purchases always rely on close management as the deadlines for completion will have consequences for the borrower if they are not met.
The Post Offer Team are proactive in their management. They will ensure they contact all stakeholders for updates regularly on progress of cases.
This ensures that any potential hurdles can be addressed in good time for completion.
How does the LendInvest Mortgages portal interact with your jobs every day? How does the technology make it easier?
We use the Genesys Case Admin Portal which is a great tool with so much scope to adapt to any future changes, This allows us to instruct our solicitors to the ULS portal and we also receive our COTs via this too. This allows us to easily manage the workflow and gives great visibility to completion dates.
Also, having a great tech team on-hand means we can be reactive to things that block our path with quick updates.
LendInvest is relatively new to the residential space, what have you seen about the market in the past year?
It’s been a turbulent year or so in the residential market given mini budgets, soaring interest rates and decrease in house values, but I feel this is where LendInvest Mortgages can maximise our place in the market as a specialist lender.
Given the company was founded during the financial markets crash in 2008 we have a proven record of being able to operate in these conditions, and have built a product range with flexibility in mind for homeowners who may be struggling to get a mortgage elsewhere.
Experience faster mortgages made simple with the right experts here.
LendInvest Mortgages and LI Mortgages are registered trading names of LendInvest Loans Limited.
LendInvest Loans Limited is authorised and regulated by the Financial Conduct Authority
(FRN:737073).
LendInvest Loans Limited is a company registered in England & Wales (Company No. 09971600) and is a
wholly owned subsidiary of LendInvest plc.
Regulated lending is provided via LendInvest Loans Limited (Company No. 09971600). Borrowing through
LendInvest Loans Limited involves entering into a regulated mortgage contract secured against property.
Your property may be repossessed if you do not repay your mortgage in full.
LendInvest plc is a public limited company registered in England and Wales (No. 8146929). Registered
Office: 8 Mortimer Street, London, W1T 3JJ.
Unregulated lending is provided by LendInvest BTL Limited (Company No. 10845703) and LendInvest
Bridge Limited (Company No. 11651573), which are wholly owned subsidiaries of LendInvest plc.
Unregulated borrowing through LendInvest and its affiliates involves entering into a mortgage contract
secured against property. Your property may be repossessed if you do not repay your mortgage in full.