Mortgage lenders are facing a multitude of challenges as they seek to help customers who are under enormous strain while still doing what is best for their business. What are the key challenges facing mortgage lenders and how can they confront them?

Iona Bain, journalist and broadcaster specialising in personal finance, together with two customer experience experts from Capita, discuss how mortgage lenders can better support customers through the current cost-of-living crisis by using data and digital channels to identify the vulnerable early, to help personalise solutions and ease the increase in demand.

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Connecting with customers during times of uncertainty
What are the key challenges facing mortgage lenders today and in the future?
Are mortgage lenders ready for the influx of calls and are their staff skilled and trained to cope with these calls?
How can mortgage lenders identify the vulnerable early?
Does the one size fit all model work in today’s world?
Watch the full-length vodcast

Expert spotlight

Iona Bain

Iona Bain

Speaker & broadcaster specialising in young finances

Iona Bain is an award-winning journalist, broadcaster, speaker, and author, specialising in personal finance and young people. She is the UK’s go-to voice on millennial money, and BBC Morning Live's resident financial expert. Since founding the pioneering Young Money Blog, Iona has gone on to become one of the most respected financial writers of her generation, with a rare combination of accessibility and authority.

Alan Linter

Alan Linter

Innovation and Data Science Director at Capita

In his current role, Alan is responsible for searching out new and innovative technology solutions that allow our clients to be at the forefront of customer service delivery. He is also responsible for our Data Science practice that looks to link complex data sets and maximise the value that data can generate for clients in improving customer experience, generating revenue and reducing costs.

Sarah Green

Sarah Green

Client Partner Mortgages at Capita

Al is a transformation leader with 30+ years’ experience in a range of strategic leadership roles. As Managing Director for Justice and Central Government in Capita’s Government Services division, Al is responsible for driving growth and transformation with key government departments.



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