Responding to brokers in a timely fashion is vital for this 86 400 BDM
BDM in the spotlight asks a different BDM the same questions – giving you regular insights into the lives of some of the top BDMs in the country.
Name: Hien Nguyen
Years in the industry: 12 years
Company: 86 400
Location: Sydney NSW
What did you do before entering the industry?
After finishing my Senior Certificate in Brisbane, I knew I wanted to do something creative and practical so I became a qualified hairdresser. I spent over 10 years in hairdressing and the experience it gave me in managing existing relationships and building new ones, as well as engaging with customers from all backgrounds and demographics really helped me when I moved on. A client of mine gave me the opportunity to change careers based on my work ethic and passion for customers.
How often do you see mortgage brokers in a week?
I’ll complete 3-4 face to face broker meetings a day. I ensure I leave time in between each appointment to return phone calls and emails and to prepare myself so I'm not rushing or running late. I try to do one admin day at home every fortnight to make calls and set up meetings for the following weeks. I will also offer to do Zoom meetings for brokers late afternoon or after hours if they need help with any deals or scenarios.
What do mortgage brokers want most from you?
To be able to pick up the phone and respond to emails in a timely manner. I don’t understand, after being in the industry for so long, how BDMs expect to earn trust and win business when they don’t respond to their brokers. Even if I've a missed call with no voicemail I'll always return the call and then follow up with an email. My role is to support my brokers and to ensure they have the best experience and support with 86 400.
What is your favourite part of the job?
Meeting new people and learning about their backgrounds and experiences. I have a strong interest in people and what motivates them and drives them to live the life they have and how I can be a part of supporting them and their business.
What distinguishes the best brokers you deal with?
I really believe that brokers who embrace the compliance process and ask their customers the right questions upfront, complete their own verifications and do their research truly will have the best experience when it comes to lodging a deal with any lender. Clear notes, understanding all their customer’s liabilities and future financial position makes for a smoother process for all parties involved
What’s your ideal weekend?
A long coast walk, swimming and sunbaking and reading a good book.
What’s the strangest lending scenario you’ve ever encountered?
I can honestly say I haven’t had any lending scenarios that I consider strange. Every deal is unique because every customer has their own individual circumstances, so these days there's no such thing as a vanilla deal. Strange scenarios have now become the normal.
What's your top time-saving tip and how much time does it save you?
For me I love being organised. Two weeks in advance I want to see what my diary is going to look like so I can prepare myself mentally and give myself time to also do the admin tasks in between. When you're on the road and can't assist a broker on the spot it’s important to always ask your broker support or back office to assist. This way the broker will have the service they require in an efficient manner.
What’s your favourite meal?
Any home cooked traditional Vietnamese meal prepared by my Dad. He was a fisherman and is an amazing cook. Unfortunately, he doesn’t live in Sydney so it is rare I can experience his cooking, but I always turn to Vietnamese comfort food when I can.
