Meet Sue Scott and our Mortgage Service Centre
Sue Scott is our Head of Mortgage Service Centre. Having worked for much of her career in Financial Services, she took advantage of voluntary redundancy in 2017, in part to finance a house purchase in Durham with her husband. The lender for that purchase was Newcastle Building Society and as fate would have it, she began working for the Society (although she made sure the application was accepted first!) as maternity leave cover as Head of Customer Outcomes. From there, Sue has fulfilled several roles, culminating in her present post as Head of Mortgage Service Centre. Her true values are ensuring compliance as well as the right outcome for customers.
Sue lives in Durham with her husband, two cats and a pre-lockdown dog and enjoys long walks - often around the country's golf courses, which are played by her husband. Sue is no golf widow - though she admits she does not play, as she has no ball co-ordination - save for the spectacular juggling she performs at work. Sue travels extensively and recently celebrated her 10-year wedding anniversary.
How has your career experience prepared you for the role you have today?
My career at Newcastle Building Society has at large focused on Customer Outcomes and I have been keen to keep that focus throughout my role in Operations, ensuring that we have the very best outcomes for new and existing customers applying for a mortgage with us. I value the core purpose of the Society and want to add value to the experience our customers and brokers have within our mortgage process.
Coming from a big corporate, as I did, I have had the opportunity to see what they do well, especially in terms of governance and outcomes but enjoy the empowerment and autonomy working somewhere like the Newcastle Building Society offers to make a real difference.
How do your broker relationships inform what you do?
Clearly from an operational view, it is really important that we listen and work with brokers, whether that is through the broker facing parts of the business or through our own activities such as attending Broker Forums - or quarterly feedback meetings with the BDM team. The insights they give us really matter because these materially affect how we shape the service we offer.
Successful operational delivery means really getting colleagues internally engaged with the market through the experiences of our brokers, whilst also ensuring that we are ahead of changes in the industry e.g. Consumer Duty regulatory requirements.
How do you see your role going forward?
Our aspiration to grow is underpinning investment in our people to grow talent from within the Society to support and develop relationships with our Intermediary partners. We have a lot of talent in the organisation that with the right investment will really help us deliver.
Part of all of this is getting our people more involved in the broader business so they can add even more value to our borrowers and brokers' experience and I'm very proud of our people investment. We have already seen some real success stories. Sophie Goodwin, our Business Development Manager for the North East and Scotland comes from managing one of our Underwriting Teams within the Mortgage Service Centre.
Got a case in mind?
You'll need to be registered with us to place your case. Registering is quick and straightforward with five key steps. We will ask you to:
- Read and accept our terms of business;
- Provide your own personal details including the FCA number for your firm;
- Confirm your address details and which club / network you are a member of;
- Set up your user name, password and security question for future login; and
- We will then confirm that your application is complete.
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For more information about how we can help you do business:
Talk to your dedicated Business Development Manager or contact your Intermediary Support Team at Intermediary.lending@newcastle.co.uk or 0345 602 2338. Our lines are open 8am - 6pm Monday to Friday.