The Intermediary – January 2026 - Flipbook - Page 57
Q&A
Where does case structuring have
the biggest impact?
Sue Gibney (SG): If I am honest, structure is
where most deals either hold firm or start to
wobble. A structure that reflects how a borrower
actually runs their business gives the whole team
something solid to work with and helps keep the
case stable when details move.
Those conversations are not always quick, and
they can involve challenging assumptions, but that
is the point of doing it properly. We are always
trying to arrive at a structure that makes sense in
the real world, not just on paper.
What typically causes friction later
in the process?
SG: In terms of avoiding friction, early visibility
changes the tone of a case for everyone. It allows
people to plan rather than react. Even partial
information helps, because it gives us something
to work with and gives the broker something
to manage. When there is some warning,
conversations tend to stay constructive, and the
structure can be adjusted without everything
feeling urgent. That is a big part of how we
protect results.
How has the broker experience
changed as your team has grown?
RL: Consistency has become a much bigger part of
the experience. Brokers want to feel that whoever
they speak to understands the background of the
case, not just the latest update, and growth in the
team supports that. It also improves coverage
across regions and deal types, which matters when
brokers need fast, practical answers. When there is
depth across lending and operations, cases are less
likely to loop back.
KG: It has also changed how we work together
day-to-day. With workloads spread more evenly,
there is more time to explain context rather than
just outcomes, and that improves communication
with brokers. It also makes internal hand-offs
more effective, because information is captured
and shared properly rather than held in someone’s
head. That is how service stays consistent, even
when volumes are strong.
What practical advice would you
give brokers when working with
LHV Bank?
SG: When a deal is live, sharing context early
makes a real difference for the whole team. Deals
rarely stand still, and small changes can have
wider effects if they come late, so it helps if we
understand what is driving a change as soon
as possible.
That allows us to support the case properly and
keep communication clear. From a broker’s point of
view, it leads to clearer updates and fewer difficult
conversations towards the end. More importantly,
it creates a process that feels consistent rather
than reactive, which is what most brokers are
looking for when timelines tighten. ●
FROM L TO R: RYAN LUNN, KEVIN GLOVER AND SUE GIBNEY
→
