Tailor the best end-to-end experience for your clients

We hear how three leading brokers guide their clients from application to settlement

By MPA

21 Sep 2015

Donald Tang

Co-founder/sales director
Alliance Mortgage Solutions

“At Alliance Mortgage Solutions [AMS], we believe a smooth and streamlined loan lodging application can be well facilitated by proper client education and premium customer service. First, client education helps our clients to overcome any English language barriers – and, more importantly, Australian bank policy illiteracy – since a majority of them are newly migrated to Australia.

Second, we keep all parties involved engaged. Clients, vendors, property developers, lawyers and accountants arewell-informed of any updates

and progress. Recent technological innovations, especially apps like WeChat, are great ways to communicate daily.

Third, within one week of settlement, we make sure all accounts have been set up correctly and the insurance has been arranged. Follow-up phone calls and emails on a six-month basis guarantee our high-quality lifetime service.”

Rebecca Barbe

Owner

Home Loan Market

“The first step with any new client is getting to know them and what they are looking to achieve. Understandinglong-term goals is important, as this can influence my recommendations. Many of my clients are self-employed,so often there is a commercial element to consider, and I strive to deliver a solution within 48 hours.

Once we have decided on a particular path, most of the action happens behind the scenes, and I keep my clients informed at every stage so they know what is happening next. I am rarely out of contact for more than 48 hours, as I understand that my clients don’t do this every day, and the process can be daunting.

I like to communicate in their preferred medium, whether that is text, email or personal phone call, and I stay in touch beyond settlement with a regular calling program and newsletter service.”

Cameron Price
Franchisee
Mortgage Choice Melbourne

“After a customer contacts us, we will send them an enquiry form to complete before arranging a face-to-face meeting. By getting our customers to fill out an enquiry form before our meeting, we can use that first interview to handle the important task at hand – finding the right solution for their needs.

Once established, we do all of the legwork on the customer’s behalf, including the submission of a loan application. Throughout the loan process, we contact our customers every second day to let them know the status of their loan. We want to make sure they never chase us for information and only think about picking up the keys to their new property.

Post settlement, we continue to liaise with our customers. We stay in touch via phone calls, emails and monthly newsletters. We want our customers to know that we care about them long after settlement – because we do.”