Brokers now arrive ready.

HAS Loans offers a niche shared-equity mortgage product, complex enough that brokers need genuine understanding before they can explain it to a customer. Every new broker accreditation meant a BDM spending at least 30 minutes on product education, sometimes over several sessions. When brokers still couldn't explain it, they passed customers back, and the BDM explained it again.

The analyst team then followed up with customers after approval: another session per deal, up to an hour each. With interest accelerating and funders asking pointed questions about scalability, the bottleneck wasn't demand. It was how the expertise was being delivered.

Adding BDMs would have scaled the cost without fixing the constraint. Broker education had to happen before the BDM conversation, not as the reason for it. We built one academy with two courses, one for brokers and one for customers, each for a different stage of the deal. The broker course covers the product, the policy and accreditation. The customer course, completed after loan approval, walks buyers through what shared equity means for them, with calculators and a final assessment, and runs without any team involvement.

• Broker education: 30+ minutes of BDM time per explanation, replaced by brokers who arrive already across the product.
• Customer education: up to an hour of team time per deal, down to 15 to 20 minutes, self-directed.
• BDMs back on scenario support, not product orientation.
• An industry-first credibility asset with aggregators and funders, now underpinning expansion into the UK market.