Lender an extension of the broker's brand, says relationship manager
BDM in the Spotlight and State Manager in the Spotlight are a regular series, giving brokers insight into the lives of some of the country’s leading relationship managers.
MPA spoke to Commonwealth Bank relationship manager third party banking Jessica Matthews about how she supports brokers, what sets successful brokers apart, and what brokers should expect from a relationship manager and lender.
Her first full-time job was a business traineeship for a group of ophthalmologists, which she undertook while completing her HSC.
Describing her first role as “incredibly rewarding”, as she was able to witness patients having their sight restored, Matthews said that she was grateful for the experience, which had since led to opportunities to build relationships with brokers, supporting and coaching them in her role at Commonwealth Bank.
Having worked at CBA for over 12 years, Matthews works with brokers on the Central Coast and along the east coast of NSW, to the Queensland border.
Her first role with the bank was as a customer lending specialist and relieving officer. She then moved into a senior home loan specialist role, followed by premier banking relationship manager.
Matthews is one of the 2023 Australian Mortgage Awards excellence awardees for the Best Major Bank BDM category.
Name: Jessica Matthews
Title: Relationship manager, third party banking NSW
Years in the industry: 12 years
Company: Commonwealth Bank of Australia
Location: Sydney
Briefly describe your role and how you support brokers
My role is to support brokers’ businesses and their customers, while also highlighting the benefits of working with CBA.
Essentially, I am the connection between the bank and the broker. My role is very diverse and my days can include coaching brokers on structure, policy, compliance and educating them and their support staff.
I am also their first point of call when guidance is required – in fact we are often referred to as the ‘fire extinguishers’!
It is an incredibly high volume and challenging role, but it is equally rewarding and I love it!
What’s your favourite part of the job?
I really love getting on the road and meeting brokers face to face, getting to know not just their business, but more about them and the journey that brought them to where they are now.
Supporting brokers and seeing their business grow over time is really pleasing to see, and I have built many great relationships and friendships in this role.
A goal that you aim to achieve in your role over the next year?
Last year, I was awarded the top performing relationship manager for NSW at CBA. I would love to take out this title again.
What sets successful brokers apart?
The brokers who are most successful are those who are holistic in their approach.
They are not just looking at price but are listening to a client’s current and future goals, offering solutions that will not only help them today, but for their future plans too.
Successful brokers also provide the client with suggestions for their overall banking and financial position, including introducing them to other experts in the industry such as financial planners, to give the customer a holistic experience when it comes to their property goals.
Finally, they check in periodically to provide an ongoing service which helps ensure their clients will keep trusting their broker with their financial needs.
What should brokers demand from a BDM and lender relationship?
Responsiveness, integrity and passion for the customer.
At CBA, we strive to put the customer at the centre of everything we do.
When a broker is using a lender, the lender becomes extension of the broker’s own brand and the service the bank can deliver will directly impact on the customer’s overall experience with their broker.
Choosing a bank who can deliver on this service experience is paramount.
Describe your ideal weekend
I am lucky enough to live in a beautiful location within a few minutes’ drive of multiple beaches and bush tracks. My ideal weekend is spending time with my family exploring what our area has to offer.
BDM in the Spotlight features a range of relationship managers and BDMs within the mortgage and finance industry. Among those recently featured are Moula business development managers Steven Grasion and Sam Brant, and Suncorp business development manager McCullough.
Commonwealth Bank released its full-year results on Wednesday, confirming a statutory net profit after tax of $10.18 billion, and home lending growth of $26.2bn over the 12 months to June 30.
