Veteran broker reflects on two decades of change — and the skills that never go out of style
Broker in Focus is a dedicated series that highlights the unique journeys of mortgage brokers, providing them with a platform to share their experiences, insights, and expertise. Through compelling personal stories and professional reflections, each featured broker recounts the key moments that have shaped their careers, delves into the challenges and opportunities facing the industry today, and shares the valuable wisdom they have gained along the way.
Mortgage Introducer caught up with Paul Hampton (pictured), principal at Approved Mortgage Solutions, who has spent more than two decades helping clients navigate the ever-evolving mortgage landscape. Starting his career as a financial adviser at Barclays, Hampton quickly recognised the disconnect between mortgage and protection advice — prompting him to gain his CeMAP qualification and take on both roles to better serve his clients. Now with 26 years in the industry, he shares his perspective on the rise of technology, the growing threat of financial crime, and why, despite digital advances, strong people skills remain a broker’s most valuable asset.
Full name: Paul Hampton
Job title: Principal
Company: Approved Mortgage Solutions
Number of years in the industry: 26
Location: Northeast
How and when did you become a mortgage broker?
I was a financial adviser for Barclays Financial Management. The branches I covered had very little scope for investment and pension, so I found myself providing protection advice to mortgage customers who had received advice from the branch mortgage advisers. It seemed disjointed, as quite often I would be meeting the client for the first time after the mortgage was offered, and as a result, found that the relationship was between the client and the mortgage broker. I decided to gain my CeMAP qualification in 1999, so I could do the mortgage and the protection all as part of one transaction. I left Barclays the year after to be able to offer more products.
What has been the most positive development for you?
Definitely technology. Coming from an age before online applications, the introduction and the progression of technology has made the whole process better for the clients, the lenders, and the brokers. The technology still isn’t perfect, and there are massive differentials from one system to another, but it’s improving and hopefully, before long, we should get somewhere near.
What challenges do you see currently facing the industry, and what solutions would you propose?
There are still lots of challenges. Financial crime is becoming more prevalent and much more complex than simple forged documents. Proper training and sharing stories of financial crime will increase the chances of brokers being able to identify suspicious events and properly protect lenders, customers, and themselves.
A reduction in good old-fashioned people skills is something I am noticing more and more. You can go through massive swathes of the process without actually speaking to clients. Emails, portals, and messages are all part of the process and easy to record, but sometimes meeting a client or picking the phone up gives them the opportunity to ask questions and for the broker to get a better sense of how the client feels.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
I am fortunate enough to have traded through the credit crunch of 2007/2008, huge changes in regulation, COVID-19, and Liz Truss. All of them were very memorable, and some of them were career-ending for some people. The overriding lesson is that things are never as bad as they seem. People will always need somewhere to live. Keep being confident that things will always get better — and they always will.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
There is so much knowledge and expertise around, so make the most of it. Mortgage professionals are one of the few industries who don’t keep success or knowledge to themselves.
Join in with other brokers and firms in sharing experiences and best practices. You will be amazed how many people are experiencing the same problems you are, but even more amazed at how many people will help you with their knowledge and experience. Focus on the solution — it's always bigger than the problem.
Broker in Focus is a weekly Mortgage Introducer feature, spotlighting mortgage brokers from diverse backgrounds and locations across the UK. Among those recently featured are Christina Oliver of The Old Bakehouse Financial Services, Steve Dickinson of Momentum Financial Services, Paul McMath of Prosper Home Loans, Richard Noble of The Mortgage Finance Store, Luke Spellman of Spellman Financial Services, Daniel McLardy of Experts 4 Mortgages, Richard Dalgleish of Premier Financial Planning, Nick Cooper of Clark Marshall Associates, Shadab Sayed of Bennison Brown, and Andrew Foligno of Foligno & Co.
Are you a mortgage broker interested in being featured? Email the author with your details.
