Dylan Frost (Client Support Manager)

Dylan Frost

Client Support Manager

As a CSM we support clients from day one of application to completion to make sure everything goes as smoothly as our services. We chase solicitors and find solutions for any issues whether you be a first time buyer or completing your final remortgage. The market constantly changes and we are here to support people throughout anything that pops up in the process.

Experience and Specialisms

As a CSM, my role is all about guiding clients through the mortgage process from start to finish, chasing solicitors, solving problems, and making sure things stay on track no matter how complex the case. Every day brings something different, and over time I’ve become more confident handling a wide range of scenarios, from first-time buyers to remortgages.

More recently, I’ve started working with clients who have adverse credit cases that often involve specialist lenders or unusual circumstances. These can be challenging and time-consuming, but they’re also the most rewarding. There’s nothing quite like helping someone who thought they had no chance finally get that mortgage offer.

What I Love About the Role

I love working in a company where nobody’s afraid to keep learning. There’s a real sense of collaboration here—if someone knows something new, they share it. That constant exchange of knowledge makes every day interesting and helps all of us improve.

Previous Roles

Before this, I came from a background in high-pressure commercial finance roles. It was a fast-paced and target-driven environment—great for building resilience and sharp communication skills, which definitely carry over into what I do now.

Questions & Answers

Why did you choose a career in mortgages?

Ever since i purchased my first home last year i started gaining an interest in the mortgage world, getting our offer whilst nerve racking, was extremely rewarding. this industry will never die and helping people purchase their first / dream home is something i want to be a part of.

What do you find most rewarding about your work?

Helping people buy their dream home, especially those who thought they’d never be able to get a mortgage, it doesn’t get more rewarding than that.

How do you approach working with new clients?

I always lead with clear, honest communication. Recently, I’ve been stepping more into specialist cases where managing expectations is crucial. Making sure clients know what’s happening, why, and what to expect next is a huge part of delivering an A* service.

Dylan's Case Studies

Case Study 1:

Overcoming Adverse Credit for a Fresh Start

A family had been through incredibly tough personal challenges, which led to significant debt. After starting to rebuild their lives, they made a speculative mortgage enquiry, not expecting much. Through persistence and working with a specialist lender, we secured them a mortgage offer. They’re now settled in their dream home as a family again, with plans to remortgage onto a better rate in 2027.

Case Study 2:

Debt Consolidation and Credit Recovery

This client wanted to remortgage their home to raise funds and clear a substantial amount of debt. We successfully arranged the finance they needed, putting them on the road to repairing their credit score. The long-term goal is to remortgage onto a lower rate in the future and help them fully stabilise their financial situation.

Dylan's Personal Interests and Hobbies

Outside of work, you’ll rarely find me indoors. I’m either out with friends at a festival or enjoying a bottle of Savvy B at the local. I’ve got a big family, and even though I’ve moved out, I can’t seem to escape them for long. When I am home, I’m usually feeding my plus-size cat or asleep.
And as for work… my favourite hobby is annoying Suzanne. If she’s not in, I’m probably too busy to annoy anyone else!