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The major brokerage is set to scale a range of support mechanisms to its brokers to help save them time and improve customer interaction.
Noting the recent surge in home loan activity, which resulted in Aussie experiencing its best financial year on record in 2021, the distribution arm of the Lendi Group has been “gearing up for a new era of growth” as it celebrates its 30th year in business.
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Speaking to The Adviser, the chief executive of distribution at the Lendi Group (parent company of Aussie), Brad Cramb, revealed that the brokerage is rolling out new initiatives to provide more support to brokers in a bid to save them time, improve efficiencies, and meet changing customer expectations.
Mr Cramb said: “Customer desires and demands are rapidly evolving and if you stand still as a business, it’s likely you will be left behind…
“We know brokers often spend weeks learning their clients’ objectives and financial situations, looking at lenders’ serviceability spreadsheets or liaising with lender BDMs to come up with suitable loan options – this, topped with having to generate leads and manage the day to day running of their businesses, can be challenging.
“Enabling our broker network with the right technology and support functions helps ensure these measures are practical, scalable, and most importantly successful in relieving some of these broker pain points. Without question, this is a key focus for us.”
The CEO of distribution added that the Lendi Group had been carrying out a series of “test and learn” pilots in recent months, which have been focused on saving brokers time and “delivering better and faster outcomes for customers”.
“We’ll be scaling many of these in the coming months, including non-technology-based changes to operational processes to improve customer interaction, along with some marketing lead generation changes,” he said.
“Backed by the technology behind the best-in-class Lendi platform, we are investing in automating many of the routine manual tasks for Aussie brokers, freeing up their time to focus on deeper and more productive interactions with customers.”
While Mr Cramb noted that technology “plays an enormous role in improving efficiencies for brokers” he added that “the people, systems and operations that support it are equally as important”.
As such, he said the brokerage would be rolling out resourcing support to brokers as well, for example, by providing Aussie brokers with access to the Lendi Group’s in-house client solutions team to support them with the final lodgement of their customer applications.
Mr Cramb continued: “When built successfully, technology can provide benefits such as easier application processing, greater customer interactions, a wider range of product options, increased lead generation, reduced operational costs and greater customer satisfaction overall.
“Ultimately, our aim is to power our brokers with the best-in-breed technology, data and systems that make them indispensable to both customers and lenders.
“While tech-driven efficiencies are key, the people, systems and operations that support it are equally as important. Our broker-partnership mentality remains at the core of the Aussie business, as we continue to work closely with our broker representative groups, Voice of the Broker and Aussie Franchise Council, along with our top-tier Signature Platinum brokers, to develop best practices and improve efficiency for our network through this omni-channel approach.”
Looking to the future, Mr Cramb said that “brokers of the future” will need to be “dedicated to seamlessly servicing their customers’ needs and that’s where we want our broker’s ‘quality time’ being spent”.
“Whether there is a broker that wants to build a quality business on their own or would like to be the CEO of their own scalable business, we believe we can equip them with the right tools to get them there,” he said.
Discover more about how brokers can improve efficiencies and streamline processes at The Adviser’s Business Accelerator Program 2022, starting this week, and discover more about how brokers can harness technology and protect their businesses in a digital environment at the Better Business Summit 2022.
[Related: Aussie celebrates 30th anniversary]
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