The best brokers hunt for solutions and work closely with BDMs
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.
MPA spoke to Scott Chandler (pictured above), an AFG business relationship manager based in Western Australia, about how he supports brokers, what sets successful brokers apart and what brokers should expect from a BDM and lender relationship.
For Chandler, who has been in the industry for 17 years having joined the finance sector after leaving school, the best part of the job is the relationships he builds with brokers and more often than not, their families as well.
According to Chandler it’s these relationships that enable the brokers to trust him and in-turn allow him to help them.
Name: Scott Chandler
Title: Business relationship manager
Years in the industry: 17 years
Location: Perth, Western Australia
A brief description of your role and how you support brokers
Getting to know my brokers and their businesses means I can provide the tailored support that they need to help more clients, rather than a one-size-for-all (approach), it’s about understanding where I can add value through education on not only the broad range of AFG Home Loan products, but also to their overall business.
A goal that you aim to achieve in your role this year (2023)?
My goal is to win the AFG Non-Bank BDM of the Year award which is recognised by our brokers for the support they receive from BDMs. I’d also like to make 2023 my best settlement year as that will mean more brokers and their customers are helped into better positions.
What’s your favourite part of the job?
The relationships I get to build with brokers (and usually their families) that enables them to trust me to help them. Being a trusted adviser means I then get to help with their growth, problem solve their scenarios and concerns, and celebrate their successes with them!
What sets successful brokers apart?
Successful brokers are willing to view every interaction as an opportunity – to educate, to learn and to diversify. The best brokers are those who are willing to hunt for solutions for their clients and have built good relationships with BDMs, and other support services within our industry and others, to provide exceptional service to their clients – taking it from ‘transactional’ to ‘meaningful’ and creating advocates that go on to provide them with leads and referrals.
What should brokers be demanding from a BDM and lender relationship?
Communication: not only being responsive and replying ASAP (even if it’s just acknowledging you are working on a solution) but also honesty in that communication. If it’s not a deal let the broker know or try to find a solution for them. Genuine care: brokers should want and expect BDMs to be invested in them and their businesses – the better the brokers, the easier our jobs are as BDMs.
Are there any industry-wide changes that you think would benefit brokers?
A focus on solution-based lending rather than what is the cheapest price – a lot of media and noise the general public see just pushes the ‘get the cheapest rate’ rather than ‘get the best solution’.
Lending is simpler than ever with so many options and helping clients to find their right solution that will fit their current and long-term goals is what brokers do best. AFG Home Loans is proud to be a part of that with our white label residential and commercial offerings (including SMSF) and market-leading solutions.
What do you provide to brokers that makes you valuable to them?
Responsiveness, solutions, choice, and support. Brokers are required to present multiple options to clients and AFG Home Loans has multiple solutions for clients.
Being able to leverage my industry experience from multiple roles has meant brokers can come to me to also discuss growing their businesses as well as providing support for their customers – this enables me to support brokers as a trusted adviser and with genuine care.
Describe your ideal weekend:
Saturdays are for time spent with my partner and our two dogs (boxers), and early Sunday mornings are for a round of golf.
What sort of attributes do you think a good BDM should have? Share your thoughts below
