How can brokerages stand out from the crowd in a competitive market? In this video we talk to Infinity Group CEO Boban Jurisic about the brokerage’s investment in its staff through education and how it services customers. Jurisic also describes the innovative tools Infinity Group uses to ensure customers’ needs are met. Infinity Group was an excellence awardee in the 2023 Australian Mortgage Awards Resimac Brokerage of the Year – 6-20 Staff category.
Kylie Speer [00:00:05] Hello and welcome to MPA TV. I'm Kylie Speer. And joining me today is Boban Jurisic, CEO at Infinity Group Australia. Infinity Group is an Excellence Awardee in MPA's Top Brokerages of the year for 2023. Welcome to you, Boban. Congratulations, and thank you so much for being here today.
Boban Jurisic [00:00:26] Thank you so much, Kylie. Happy to be here. Thank you.
Kylie Speer [00:00:30] Well, firstly, Boban how do you empower your clients to improve their financial well being? And what education tools do you provide to them?
Boban Jurisic [00:00:40] Great, great question we do, we do plenty of stuff Kylie. So we, clients are the cornerstone of our business. Might I just add. And so what we effectively do is we provide free webinars for our clients. So these are free education, webinars on finances, how to manage your finances, you know about the mortgage industry, etc., etc. What are the pitfalls, what to look out for all that kind of stuff. And then from there, if the clients are interested in joining, joining Infinity Group, we invite them to a two day masterclass, we delve deeper into their finances. So we have a live audience. Sometimes you do it on live, it really depends on where the audience is and how many people we have. And that's really, really exciting because people get a lot out of it, people can bring up their personal circumstances, you know, we get Graeme up on stage to talk about people's finances, and he rips it apart, puts it back together. And he does live coaching strategies, which is really, really exciting. And then from there, the astute clients can decide to go and potentially buy property or you know, pull equity out of their home, whatever it might be. So we also facilitate for that through our real estate mastery. Three day courses, there'll be a run up here in the Gold Coast. So there's, there's a magnitude of things that we do. We've also most recently released a client portal, which the clients can log into, they can track their finances, they can print out statements, and they get a report every single month to tell them if they're on track with their budgeting. So there's a number of different things that we do to help our clients with their finances.
Kylie Speer [00:02:09] Can you talk us through the innovative systems you had in place to ensure a quality customer experience?
Boban Jurisic [00:02:17] Absolutely. So one of the things that I've just mentioned earlier on is the client portal. So we've invested a significant amount of money into that portal. It's very innovative, very easy to use. Like I said, it provides the clients up to date. It gives them an update on where their finances are up to you taps into early on which downloads all the bank statements, all the finances, then the state where the goals are at. So tracks absolutely everything. It's like a little bank portal really for them to log into and track all their finances Infinity, which is amazing. But on the back of that what I'm most proud of here in Infinity, is the customer care team that we've created. And what we call it internally here is effectively a private bank of mum and dad. We look after all of our clients finances, we do all of their budgeting. And we have a multitude of touch points with our clients on a monthly basis. So each one of our relationship managers will get in touch with their clients once a month and work out where they're at how their challenges their finances, if there's anything they can assist with. So that's what I'm most proud of. And as I've said earlier on, our clients are the cornerstone of what's built this business so we're very proud of that achievement.
Kylie Speer [00:03:26] Boban how do you train upskill and mentor your brokers to ensure they are performing at the highest level?
Boban Jurisic [00:03:35]
We invest a lot in our people. Graeme himself takes time out of his out of his week to train our relationship managers, our broker supports both onshore and offshore but also our brokers and our wealth strategist who are our property guys, so Graeme spends a considerable amount of time training guys. So you get it from the horse's mouth, so to speak from the gentleman who's done it all. But we also have trainers here on site, were able to train these guys on banking, product service abilities, whatever it might be, we invest heavily in training our people hence the reason why we can write the way that we write at such a high level of efficiency.
Kylie Speer [00:04:21] And finally, Boban, given the highly competitive world of mortgage broking, how can brokerages build growth and to stand out from the crowd?
Boban Jurisic [00:04:31] That's very simple. I can only speak from an Infinity point of view. But from what I've seen, it's two things, invest in your people and look after your customers. It's as simple as that. If you invest in your people whose technology was training, and you educate them, then you empower your people to make informed decisions. Okay, and the same goes for your clients. If you empower your, your clients with knowledge, provide them with technology and the right training and the education And they both go hand in hand. So two things like I said, invest in your people look after your clients, and the rest will be sorted.
Kylie Speer [00:05:07] Such great advice. Well, congratulations once again on such an outstanding and clearly well deserved accolade Boban, it was brilliant speaking with you.
Boban Jurisic [00:05:16] Thank you very much, Kylie. Really appreciate it and I hope you have a good day.
Kylie Speer [00:05:21] And thank you, of course to our viewers for watching the latest episode of the MPA TV. We look forward to catching you again soon.
