A young and adaptable team pull together to improve customer experience
.JPG)
Being a group of young brokers, the team at Mortgage Choice Brisbane faces slight skepticism from those outside looking in. But managing director Matt Cunliffe has 15 years’ experience under his belt and says the youth of his team makes them energetic and able to adapt to anything.
The biggest challenge for Cunliffe over the past year spiked in February when the royal commission final report was released.
“The unknown of what might be happening to our industry, how that may play out with an effect on my family and the family of my staff around me; I have felt the burden of the unknown. It’s been a long waiting game,” he says.
With big plans for the future to grow the business and train his staff, Cunliffe was like many brokers in waiting for the outcome of the Federal Election. But while he waited, they took the chance to reassess the business.
In September the team looked at its functions and processes and worked on building a new system to improve the client experience.
“Seeing the whole team work together to get the outcome and the commitment that people have put forth has made me really proud of the team.”
Cunliffe puts the brokerage’s success down to that same team, which has not seen a change in staff in two and a half years.
Total loan book: $716,916,792
Total settlements 1 March 2018 – 28 February 2019: $145,843,490
Number of loan writers: 5
Avg. annual volume per broker: $29,168,698
Conversion rate: 91%
