Liz Collins (Client Onboarding Manager)

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Liz Collins

Client Onboarding Office Manager

As Onboarding Manager, I’m usually the first person you’ll speak with when you contact YesCanDo! I help clients get started on their mortgage journey by finding out what they’re looking to achieve and matching them with the best adviser for their individual situation. I speak to lots of our clients every day, and I’m here to offer reassurance and support through what can sometimes feel like a daunting process.

Industry Details

I have worked in the financial industry since 2018 however I have worked in client support roles for many years. I feel my strength lies in supporting first time buyers. It can be a daunting process and I offer reassurance and essentially am there to ‘hold hands’ throughout.

Professional Experience

Current Role: As Lead Onboarding Manager, I’m the first point of contact for most of our new clients. I take the time to understand what they’re trying to achieve and make sure they’re matched with the adviser who’s best suited to help them. No two clients are the same, and I love having conversations that help people feel reassured and clear about their next steps. I also stay in touch with advisers to ensure a smooth handover and a great client experience right from the start.

Previous Roles: Before moving into onboarding, I worked as a Client Support Manager here at YesCanDo, supporting clients from start to finish — including liaising with lenders, conveyancers, and helping get mortgage offers issued. Before that, I was a CSM at a small IFA between 2018 and 2021, and prior to that I worked in client support at a local tourist attraction. I’ve always enjoyed helping people — but being part of something as important as someone’s mortgage journey makes this job especially rewarding.

Liz’s Personal Interests and Hobbies

In my free time I am an avid reader and always have my nose stuck in a book! And I love spending time at the beach when the weather permits!

Questions & Answers

Why did you choose a career in mortgages?

Having previously worked as a CSM from 2018-2021 for a small IFA, I chose to continue my career in mortgages as it is very rewarding being able to assist someone is something that can be life changing for them. By far the most rewarding part of my job is telling a first time buyer they have a mortgage offer!

How do you approach working with new clients?

When I speak to a new client, I always start by letting them know we’re going to take great care of them. I ask what they’re hoping to do, listen carefully to their circumstances, and make sure they’re matched with the right adviser. It’s really important to me that clients feel informed and looked after from the very first call.

What do you find most rewarding about your work?

For me, the most rewarding part is knowing I’ve helped someone feel at ease from the very first conversation. Buying a home or arranging a mortgage can feel really overwhelming, especially if it’s all new to them. Being that first reassuring voice and showing clients that they’re in safe hands makes a huge difference. I love knowing I’ve helped set the tone for a smooth, supportive experience and hearing later on that a client I first spoke to has gone on to complete is always such a lovely feeling.

Case Studies from Liz

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Case Study 1

From Past Client to New Referral

I recently onboarded a new client who’d been referred by someone I helped a couple of years ago when I was a Client Support Manager. Back then, I supported them all the way to completion, and it was lovely to hear they’d recommended us. With the new lead, I quickly built that same level of trust, talked them through the first steps, and matched them with the right adviser. It was a great reminder of how lasting relationships can bring new clients through the door.

Case Study 2

Helping a Nervous First-Time Buyer Take the First Step

I recently spoke with a first-time buyer who was feeling really unsure about the process and didn’t know where to begin. She was nervous and overwhelmed, so I took the time to explain how everything works in simple terms and reassured her that we’d be with her every step of the way. I listened to her concerns, understood what she was trying to achieve, and made sure to match her with one of our advisers who specialises in helping first-time buyers. A few weeks later, I heard from the adviser that she’d secured her mortgage offer and felt so much more confident after that first call — it’s lovely knowing that initial support made such a difference.