Helping brokers navigate complex deals
BDM in the Spotlight and State Manager in the Spotlight is a regular series, giving brokers insight into the lives of some of the country’s leading relationship managers.
Liberty business development manager – residential Caroline Pellew has been in the finance industry for 18 years, joining the non-bank lender in 2006 in a customer service role.
Pellow says her BDM role involves providing high-quality service and support to brokers at all stages of a loan – from the initial scenario all the way through to settlement.
“I love it when a broker calls me and says they have a tricky deal and we’re able to work together to find a free-thinking solution,” says Pellow. “It’s satisfying to help brokers grow their business and give options that allow them to get clients a ‘yes’.”
Full name: Caroline Pellew
Job title: Business Development Manager − Residential
Company: Liberty
Number of years in the industry: 18 years
Location: Melbourne
What did you do before entering the industry? I started my career straight after finishing my business degree at university.
A brief description of your role and how you support brokers?
My role is to provide high quality service and support to brokers at all stages of a loan – from the initial scenario stage through to the application process, and settlement. I work closely with brokers to learn everything I can about their business, allowing for more in-depth discussions around their needs and relevant solutions for clients.
A goal that you aim to achieve in your role this year?
To continue educating brokers around solutions-based lending and supporting them to grow their business.
What’s your favourite part of the job?
I love it when a broker calls me and says they have a tricky deal and we’re able to work together to find a free-thinking solution. It’s satisfying to help brokers grow their business and give options that allow them to get clients a “yes”.
What sets successful brokers apart?
A strong commitment to clients with distinctive solutions always makes a broker stand out from the crowd.
What should brokers be demanding from a BDM and lender relationship?
While lending can be transactional, you can’t forget about the clients involved and their experience. BDMs and lenders need to provide fast decisions with certainty so brokers can confidently serve their clients.
Brokers should also expect to have a broker platform with web-based calculators and the ability to track how an application is progressing. This reduces time on the phone for the broker and their staff.
What do you provide to brokers that makes you valuable to them?
Liberty has a deep understanding of broker requirements and what they’re looking for across a wide range of borrower solutions.
Having worked at Liberty for many years, I have developed extensive commercial and financial knowledge, allowing me to provide fast and comprehensive solutions to brokers and clients.
Describe your ideal weekend
My ideal weekend involves spending time with my family and having a hit of tennis (and winning!).
BDM in the Spotlight and State Manager in the Spotlight features a range of relationship managers and BDMs within the mortgage and finance industry.
Among those recently featured include: ME Bank’s Alysha Baksh, Beyond Bank’s Sarah Chisholm, AFG’s Jia Jia Wong, Liberty’s Belinda Ng, SFG’s Joel Ganino, BankVic’s Paul Meilak Red Zed’s Mitch Shaw, Pepper Money’s Bettina Lumsden, Assetline Capital’s Jason Lucas, AMP Bank’s Nicole Woodruff, outsource Financial’s Sonia Diamante, Mortgage Choice’s Matt Bocking and Ben Livera, and BOQ’s Samantha Robinson.
If you know a great BDM or state manager that you would like featured in this series, please email [email protected]
