Former broker always available to listen and learn
State Manager in the Spotlight and BDM in the Spotlight is a regular series, giving brokers insight into the lives of some of the country’s leading relationship managers.
MPA caught up with Samantha Robinson, BOQ Group state manager for Victoria and Tasmania, who is utilising the skills she picked up working as an area leader at Flight Centre and as an Aussie mortgage broker to provide the best service possible to broker clients.
Robinson says she understands the pressures and excitement that comes with being a broker and the major impacts that brokers have on the lives of their customers.
She loves her job with a passion and says her BDM team cares – they will return brokers’ calls and emails and stay by their side “through good times and tough times.”
“I'm always here for my brokers, ready to listen and learn from their feedback,” says Robinson.
Full name: Samantha Robinson
Job title: BOQ Group state manager (Victoria/Tasmania) BOQ Group includes BOQ, ME Bank and Virgin Money Australia brands
Number of years in the industry: 10 years
Location: Melbourne, Victoria
What did you do before entering the industry?
Prior to working in the industry, I worked at Flight Centre for over 11 years. I progressed from being a travel consultant to a team leader, and eventually to an area leader where I managed 24 stores with over 100 staff.
My role involved building an exceptional team through leadership and coaching, ensuring we delivered outstanding results for the business, and most importantly, that our customers received an amazing, memorable experience.
Please give a brief description of your role and how you support brokers
I absolutely love my job. Working for a fantastic company alongside the most incredible BDM team and collaborating with outstanding brokers every day fills me with excitement. I started with ME before being acquired by BOQ Group, after which I had the wonderful opportunity to work as a state manager on a number of brands including BOQ, ME and Virgin Money Australia.
Drawing from my previous experience as a broker with Aussie, I understand what brokers go through daily – the excitement, the pressure, the stress, the sleepless nights, and above all, the profound impact they have on customers' lives.
One thing that is in my control and I can offer to our brokers is that my BDM team care – they will call you back, return your email, and on the small occasion something goes wrong, they’re there for you. They will assist you and be by your side through good times and tough times. I am always looking for ways to provide my team excitement, inspiration and commitment to each and every broker.
My influence with coaching, development and going out on the road with my team allows me to stay in touch and know what is current and important.
A goal that you aim to achieve in your role this year?
To be known for having the best BDM team based on exceptional service, and for one my BDMs and/or brands to win an industry award for it.
What’s your favourite part of the job?
Definitely hitting the road with my BDMs to catch up with brokers. Hearing about their businesses – their wins and challenges. It really keeps me in the loop and helps me stay on top of what our brokers need.
What sets successful brokers apart?
Successful brokers build strong relationships with their BDMs. They dive deep into policies, collaborate on applications and rely on their BDMs to ensure smooth submissions for the best shot at one-touch approvals. This not only ensures brokers get to unconditional quick and happy clients, but also frees up brokers to focus on expanding their business.
Successful brokers also prioritise maintaining strong connections with their clients, consistently checking in and addressing their present and future needs. This approach helps brokers build a solid book of business, enabling them to provide excellent service and protect their business.
What should brokers expect from their state manager or BDM?
Brokers should expect same-day responses to phone calls and emails. They should anticipate receiving top-notch service and training from somebody who genuinely cares for them and their business. Look forward to meeting us at professional development days, conferences and during broker visits. And most importantly, expect to have some fun with our team.
What do you provide to brokers that makes you valuable to them?
I've worked as a broker, BDM, and now state manager. I'm well versed in navigating systems and understanding the workings of other lenders. I know how to structure a deal and present applications to credit. And accessibility and approachability? They're my trademarks. I'm always here for my brokers, ready to listen and learn from their feedback.
Describe your ideal weekend.
My perfect weekend entails ensuring my brokers, team and business partners are content and well supported, allowing me to log off on a Friday night and fully engage with my family. It's a time filled with children's sports, laughter, socialising and living my best life!
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: Mortgage Choice’s Ben Livera, SFG’s Amy Thorburn, Beyond Bank’s Tristian Cunningham, AMP Bank’s David Askew, Moula’s Gillian Paton, La Trobe Financial’s Waran Chandiran and Pepper Monday’s Harry Stewart.
Do you know a great BDM or state manager that deserves to be featured in MPA? Email [email protected] with the details
