We’re proud of our brokers and we want to shine a light on the fantastic work they do to help their customers. In this edition of Broker Focus, we speak to Graham Wilson, Director of Options Mortgage Centre LTD about how he helps his customers.
Which types of customers do you help most?
When it comes to supporting customers, my focus is on those looking to navigate the journey of buying a new home, moving, re-mortgaging, or reassessing their current mortgage and protection/insurance needs. Whether it’s first-time buyers or long-term homeowners, I’m dedicated to providing tailored advice that makes a real difference.
Why is it important to help residential customers?
For me, helping residential customers isn’t just a job – it’s a calling. I feel a deep sense of responsibility, duty of care, to ensure that each customer gets the absolute best outcome. It’s not just about numbers or policies; it’s about treating each customer as I would a close family member. That’s the mindset I bring to every conversation, every piece of advice, and every solution I provide. Seeing someone’s relief when they secure their dream home or find the right mortgage deal is incredibly rewarding.
What has been your most significant success story since joining PRIMIS?
Being asked to speak about new technology at a recent PRIMIS conference. Being entrusted to test the system prior to the initial launch and provide feedback to the IT team was a compliment to me. Working with them was a joy and the fact that they took on board my suggestions, as a broker, made the whole process streamlined. I’m proud to say that I’ve played a part in the technology development, and I hope that it continues to develop to help other brokers.
What challenges did you face early in your career, and
how did you overcome them?
My biggest challenge was moving from being a bank mortgage adviser with access to just one set of criteria, to moving into the mortgage broker market in 2011 with access to hundreds of criteria. At first, I found it mind-boggling and slightly overwhelming, however the support from the BDMs as well as my peers was fantastic. It enabled me to take each day as a new experience and to learn. 13 years later I’ve built a career and being seen as someone to aspire to is truly a great feeling
How do you build lasting relationships with your customers?
Easy! I’m myself and I treat each customer like they are a long-lost friend. I pride myself on service and utmost honesty. I tell my customers that I will do my best to provide them with the most cost-effective product allowable to meet their needs, whilst trying not to scrimp on the quality when it comes to advising on protection. I even have a laugh in most cases with my customers and they always let me know how they enjoy spending time with me, reviewing their mortgage/protection needs. Some even say they look forward to it every couple of years! (I think they need to get out more). Be yourself!
What message would you like to share with new brokers
who have recently joined PRIMIS?
You have joined the right network! The support since me and my business joined has been fabulous, no questions too small and no requests too big. Don’t be afraid to speak out and to network with other brokers to gain experience.
What tips would you share on navigating the current market landscape?
Utilise technology and use it to the best of its ability. Research and knowledge is key, be a step above the rest with how thorough your research is. The best tip of all is FACT FIND, FACT FIND and FACT FIND! A great fact find is the absolute key to success in this business because once you have a good financial snapshot of your customers, you can then take it away and source the most suitable product that matches their needs. Whether it’s for a mortgage, protection or insurance, you can then match your recommendation to the gap that they have in their requirements.
Thank you Graham for sharing with us. If you’re a PRIMIS broker and you’d like to feature in a future Broker Spotlight, get in touch at marketing.team@primis.co.uk.
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