Leading case managers to be underwriter associates: Q&A with our Bridging Operations Manager

Written by Luke Stevenson

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See all of our bridging, development and Buy-to-Let rates and offers here.

Artesa Ormeni, Bridging Operations Manager, talks about her time at LendInvest and how the team is delivering simpler bridging finance.

Joined: May 2019

Role: Bridging Operations Manager

Has your role grown/changed over time?

I initially joined as Case Manager Team Lead for the bridging department.

My role subsequently grew to include the Development department for a brief window, and in July 2020 I was promoted to the role of Bridging Operations Manager.

What does your role involve?

I oversee the day-to-day operations of the bridging team, dealing with the entire lending process from application through to completion and across all types of bridging products (Auction, Development Exit, Bridge).

It also involves coordinating Underwriter Associates and Senior Underwriters to deliver within strict SLAs, ensuring all urgent tasks and completions are dealt with promptly.

What are some of the challenges of delivering bridging finance?

One of our greatest challenges is ensuring that applications and all of their tasks are dealt with quickly, due to the time-sensitive nature of bridging loans.

This became even more difficult with the announcement of the first lockdown, where we had to adapt our systems and procedures overnight, in order to continue to lend during unprecedented times.

The biggest struggle was coordinate delays and hold ups which were caused by third parties, such as valuers not being able to inspect properties or clients to be able visit their solicitors. This was definitely the biggest challenge we have experienced.

How have the team improved bridging operations over the past 12 months?

I led a team of Case Managers to become Underwriter Associates, and this transition has vastly increased their overall knowledge and greatly benefited the development of the department.

The work we deliver now is much more streamlined and efficient, meaning we can handle greater volumes of applications with the same amount of people. We also successfully implemented and transitioned to a new Operational system.

What improvements are you looking to make in the future?

We are in the process of building a new online Broker Portal. The delivery of this portal will allow brokers to submit applications online, track the progress of their cases, have visibility of any outstanding actions and the ability to upload documents.

We will then be looking to introduce features like paying valuation fees through the portal and a chat function that allows direct contact to the underwriter. The portal will greatly improve the broker journey and speed of the deals.

What do you think good lending operations look like?

Like ours! A team that is proactive and and that builds strong relationships with brokers, promoting repeat business and receiving great feedback on the service provided. Simple is best, so keeping all parties involved up-to-date and straightening out any potential issues at the outset goes a long way.

See all of our bridging, development and Buy-to-Let rates and offers here.

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