Sixty-four per cent of brokers are expected to adopt a hybrid approach of remote and face-to-face working after the lifting of pandemic restrictions, a study from TMA Club has found.

TMA said its data shows the lasting shift in working behaviours across the mortgage industry as a result of COVID-19.

The survey, based on findings from 40 mortgage intermediaries, indicated that 9% of respondents plan to continue working entirely remotely for the foreseeable future, while 27% are planning a full return to the office.

One in seven brokers (14%) also revealed that they lost a client at the beginning of the pandemic due to unsuitable tech while half of respondents (50%) said they had to make complete changes to their tech to retain clients while remote working.

However, just a third (32%) of respondents already had systems in place which were suitable to ensure a seamless transition to remote working without the loss of any clients.

TMA Club development director, Lisa Martin, commented: ‘Today’s results confirm the necessity of adopting a slick tech platform for brokers who are dragging their heels. We understand that many of our brokers will feel more comfortable working remotely, and many offices are recommending a staggered return to the office to ensure maximum safety for employees during this time. Brokers need to ensure they can provide a seamless experience whether in or out of the office.

“In addition to facilitating remote work through video conferencing tools, remote ID verification or due diligence, an up-to-date tech platform can give brokers the ability to automate administrative tasks, keep on top of fixed-term product deadlines and strengthen their compliance processes.

“As we look ahead to the rest of 2021 and beyond, our results show that the majority of brokers will continue using a hybrid work model, providing advice to their clients both from the office and from home, which makes seamless and secure access to documents from any location essential.”

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