The Intermediary – August 2026 - Flipbook - Page 65
I N P RO F I L E
additional funds. What would make sense is to
take the second charge out.”
The same broadening can be seen within
bridging, such as downsizers purchasing before
selling their existing home, and properties being
converted between resi and commercial uses.
Payne says: “Advisers and brokers don’t need
to become experts in specialist finance overnight.
But it does mean having the right support around
them to step into those spaces when their
client needs it.”
Turning an existing customer away for one
specialist requirement risks introducing them to
another firm capable of handling not only that
case, but potentially their future business as well.
Identifying opportunities
Recognising a specialist requirement early can
make all the difference in how a case progresses.
Yet distributors are often brought into the
conversation only after a broker has already spent
considerable time trying to find a solution.
Cappaert says: “The biggest missed opportunity
is not speaking to us early in the process. The best
brokers we work with are the ones that reach out
as soon as a complex enquiry comes through.”
Rather than attempting to develop expertise
across every specialist market, Cappaert believes
brokers need enough awareness to know which
questions to ask, and most importantly, when to
involve someone with greater experience.
He recalls one broker who did exactly that
after discovering an existing client was looking to
purchase a large warehouse: “That broker made
a couple of phone calls to us, introduced us to his
client and then put the client details on to our
CRM system. Once the case was completed, he
received a five-figure introductory commission.
If he just said to that client, ‘Sorry, I don’t deal
with commercial,’ he would have lost out on
that income.”
Human judgement, new talent
Technology is also changing how applications are
handled. Brightstar has invested in its Launchpad
platform, giving brokers 24/7 visibility over case
progress and providing templates designed to
ensure the right information is supplied from the
outset. For Cappaert, however, the value of lies in
removing friction from the process, rather than
replacing the expertise behind it.
He says. “I don’t think the robots are going to
take over the world at any stage – well, not in my
lifetime anyway. Technology isn’t something that
we should all be afraid of.”
Payne agrees that greater automation can create
more space for the parts of the process where
individual expertise is most valuable, adding:
“Technology is improving speed, efficiency and
visibility for brokers, and that’s something that
we’re committed to delivering. It’s allowing our
team to focus on providing high value support and
advice where it matters the most.”
Cappaert adds: “Borrower complexity is not
going to go down [...] and that therefore needs
a human to sense check things rather than a
‘computer says no’ approach.
“We understand that the published criteria
for lenders can sometimes be stretched a little
further. If it makes sense, lenders will often relax
criteria or offer bespoke terms. A sourcing system
or AI would never be able to identify that or offer
the best solution.”
Finding people with the right skills remains an
important part of the equation. Neither Cappaert
nor Payne followed a conventional route into the
industry, and their own experiences have shaped
how they think about recruitment.
Cappaert explains: “Brightstar especially is very
good at employing people because they will fit the
culture of the business. Knowledge can be given.”
Payne entered financial services following 24
years in the army, an experience that has helped
shape Brightstar’s Mortgage Jobs for Heroes
initiative alongside Working in Mortgages (WIM).
While technical knowledge can be developed
through training, Payne believes the interpersonal
skills people bring from other careers can be just
as valuable.
Continued evolution
Brightstar’s plans for the remainder of the
year reflect the tenets of growth and access to
expertise. Its annual Specialist Lending Expo
is moving to the London Stadium in Stratford,
following the success of the previous two events,
with more than 300 brokers and 30 providers
expected to attend.
The group’s proposition has also continued to
broaden, including the recent launch of its School
Fees Company, alongside Solstar, its specialist
property insurance arm.
Brightstar continues to invest in broker
education. Its focus sessions, now held five times
a month, give intermediaries the opportunity
to speak directly with consultants about areas
including residential and buy-to-let mortgages,
bridging, development and second charges.
Payne says: “Businesses that successfully
combine innovation, expertise and strong
customer outcomes will be best positioned to
drive the next stage of growth moving forward.”
Cappaert concludes: “We need to be seen as
an extension of the networks and of the brokers.
Most of our business comes from intermediaries.
We’re always working on their behalf.”
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