Sarah Yetton

Broker Support Specialist

Share

Get to know our Adviser Support Team!

2024-11-11 00:00:00

2024-11-01 00:04:00

Sarah Yetton

Broker Support Specialist

Share

Want to know more about the support you can get from Royal London Equity Release?

We recently spoke with Sarah Yetton, a Broker Support Specialist from our dedicated Adviser Support Team to find out more about her role working directly with advisers like you.

Tell us a little bit about yourself...

I’m Plymouth born and bred, and I love living by the sea. I’m married, with 2 daughters; a teen and a 5-year-old, which keeps me on my toes! I have worked in Financial Services since 2008 and have been with Royal London Equity Release as an underwriter since 2017. More recently, I became a Broker Support Specialist.

What do you love about working as a Broker Support Specialist?

I love being able to offer a personalised service and achieving exceptional outcomes in the face of complexity and obstacles. For me, ensuring the right outcome is key! While ‘right’ doesn’t always mean acceptance, it means going above and beyond to accomplish something. I try to view the bigger picture outside of criteria and process - What more can I do to achieve a different outcome? Is there something we can obtain to support rationale? Can I investigate and escalate to support an exception? Achieving the seemingly impossible is exciting and is what drives me.

What's the question you get asked most from advisers and how do you and your team respond?

We get asked everything! The most weird and wonderful things. For us, providing a detailed breakdown is the most important thing. We like to educate the brokers on criteria, so next time they get a case they will think, “Oh, maybe Royal London Equity Release will consider this one, as they said they would take this element before.” They know we will give a comprehensive review of their query, more than just what they are asking, and we enjoy walking them through our processes and the requirements for what they need.

Do you have any cases or stories that have stood out to you across your time here? If so, why?

One of my favourite cases of all time started out originally being ‘declined due to spray foam and some previous works’. It was escalated to me, and I worked extensively with the broker and the valuer to confirm that works were done to regulation standards. The valuer had initially required a full roofing report, but with the extra leg work I was able to get the valuer to agree to a limited inspection report, saving the customer hundreds of pounds. I worked with the valuer to get the decision overturned, and the case was offered. It wasn’t until our annual conference that a senior leader called out this case; the customer had been his mentor many years ago and was a close personal friend and the loan had been to help his family, who were is a difficult situation. It really warmed my heart that my work had been driven by delivering the right outcome, but actually it was supporting the customer in so many more ways than I could have imagined.

How do you think your role has changed over the last couple of years?

My role has dramatically changed from underwriting a pipeline of cases to helping establish a unique specialist function in Broker Support. This role is fairly new to the business, within the last 12 months, so it is ever changing. No other lender in the market offers a dedicated team for advisers to chat cases through or escalate queries to. The best thing about this role is that there are no limits to what we can offer, and we have some good ideas moving forward.

Why do you think advisers should register with Royal London Equity Release?

Royal London is a well-respected and revered name. Even if you haven’t worked in Financial Services, you are very likely to have heard of them and have a sense of their reputation. They are all about putting customers first, they don’t make any rash decisions and prioritise long-term investment in their people, their customers and their business partners.

Thank you, Sarah!

Now you know more about Sarah and how the Adviser Support team are here to support you, get in contact with them today!