Aggregator hires 100 customer service managers monthly
Loan Market’s elite brokerages feature nearly a 1:1 ratio of brokers to customer service managers (CSMs), highlighting the crucial role of support staff in brokerage growth.
Analysis shows that a high number of support specialists — ranging from client service and settlements to credit analysis and marketing — contribute significantly to Loan Market and LMG Partner businesses’ inclusion in the prestigious Chairman’s Club.
This month, LMG – Australia’s biggest aggregator – inducted its 4,000th support specialist, propelled by its training platform, Brokerversity, and recruitment unit TalentForce.
Since Brokerversity relaunched last year, 1,190 CSMs have joined the network — averaging nearly 100 new CSMs each month. The platform prepares new CSMs to manage the loan process comprehensively from their first day. It offers Certificate IV and diplomas in mortgage broking and provides ongoing education in areas such as cyber security and asset finance.
TalentForce, the recruitment service for Loan Market and LMG Partner businesses, has played a key role in scaling operations, recruiting support staff to handle administrative duties. This allows brokers to focus on client service and business development.
From June 17-20, LMG will celebrate the contributions of support specialists during its fourth CSM Week. The event will feature presentations from top CSMs, insights from lenders, and tips for optimising MyCRM.
Louise Rainger (pictured above left), LMG’s national head of broker education, emphasised the value of CSMs to brokerage success.
“The top performing businesses recognise CSMs as an investment, not an impost, in their growth journeys,” Rainger said. “Brokerversity’s curated content and qualifications have been influential in attracting the industry’s next generation of CSMs. It prepares them to manage the end-to-end loan process from the first day they step foot inside a brokerage.”
Rainger pointed out that the CSM role was no longer just a “stepping-stone” to broking.
“Many CSMs still have broking as their end-goal, but we’re seeing more CSMs recognise the long-term contributions they can make in their businesses and the opportunity to shape their role as specialists in processing, settlements, credit analysis, marketing or another support stream,” she said.
Over two years, Loan Market Geelong City scaled-up from two brokers to eight, expanding north into the Gold Coast and Sunshine Coast markets in the process.
“We’ve segmented the loan journey within the business, creating specialists in each of the processes from onboarding to post-settlement care,” said Rebecca Baddeley (pictured above right), operations manager at Loan Market Geelong City. “Everyone knows their role and the handover process is watertight. It’s a seamless experience for the client.
“We’ve created a support team that delivers brokers the confidence and flexibility to focus on doing what they do best, which is working directly with clients for solutions. Clients can call the office and immediately talk to someone who’s across their file. They don’t have to wait until a broker has finished their meetings, which gives the clients peace of mind.”
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