BDM says curiosity is key
When it comes to turning a negative customer experience into a positive one, prevention goes a long way. Getting to know what each lender offers from the outset while maintaining strong relationships with lenders and BDMs is critical to success. This will help improve each loan application while minimising the potential for unexpected bad news. According to Suncorp BDM Kylie Fox (pictured), curiosity is a key attribute that brokers should use to make this happen.
The current environment and the constant changes within the banking industry make it challenging for all brokers to be across every product and policy for each bank. This is why the role of the BDM has never been so important.
“Understand your banks and be curious in the initial transaction,” said Fox. “Every client and every transaction is different. A deep dive into a really good conversation that’s going to add value is important, while good lodgment and the customer experience are critical, compared to treating it like a transaction.
“Take five minutes to call your BDM, talk through the scenario and gain a greater understanding around whether the application fits the bank’s appetite.”
Fox said the role of the BDM at Suncorp wasn’t just about having a five-minute conversation to understand a scenario, it was also about supporting the broker and communicating with the broker through the whole application journey.
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“One thing I always hear from brokers is, I don’t want to bother my BDM, I know they’re busy,” she said. “We want the call, we want to know your business, we want to know how we can support you, so always reach out to your BDM. Don’t think that we’re busy because, without brokers, we’re not.
“Attend your lender’s sessions. I love running these for the purpose of educating brokers on what we need at Suncorp to create a great relationship, trust and to provide the broker with as much knowledge on product, policy, rate and offers to support the broker in making a recommendation that suits their clients’ needs.”
If a customer does end up having a negative experience, brokers can potentially turn it into a positive one by helping the client understand why the lender has made this decision, said Fox. Giving them a path to overcome any hurdles in their serviceability can help them move forward and achieve their goals at a later date while maintaining the relationship well into the future.
