The six phone lines are being simplified into one number, so brokers can access all intermediary-related support from NatWest.
The existing lines are available, but the system “will aim to optimise the current process, looking to reduce turnaround time and providing brokers with more options of how they choose to interact with NatWest”.
The LiveChat function from NatWest will be able to handle pre-application and post-application queries, which will give “greater flexibility and convenience for those seeking support”.
In an interview with this publication earlier this year, Gemma Atkin, head of telephony for intermediaries at NatWest, said that over half of brokers were using live chat pre-submission over phones since it made “structural changes” in May last year.
At the time, Atkin said that the lender was testing post-submission live chat, following broker feedback.
Earlier this year, NatWest said that it had integrated Cora, which is NatWest’s AI-powered digital assistant, into LiveTalk.
Atkin said: “We’re always looking for ways to improve our service and support brokers – making homebuying a simpler, clearer and more simplified process. Our new single phone number and expanded LiveTalk service will make it easier for brokers to contact us and get their questions answered quickly.”
