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The aggregator has confirmed that its 800th customer service manager has been enlisted to its ranks, with the latest addition joining on 1 July.
According to Loan Market, this new figure was the result of “dedicated support staff training,” which is said to include daily online learning sessions and a knowledge sharing through Loan Market’s CSM network.
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Further, the aggregator has said that this 800th addition will set a 1:1 ratio of support personnel to brokers across its network.
Loan Market national network support manager Skye House said: “We have a blueprint to help CSMs not only thrive now, but set themselves up to thrive into the future. No longer will a CSM only have the option to either stay as a CSM or go on to become a broker.
"We are helping open doors to bigger opportunities such as operations managers for the businesses, engaging in human resource activities and more to help their business and broker continue to grow and adapt to the changing needs of mortgaging broking businesses.”
Speaking of the aggregators focus on support, Loan Market managing director Andrea McNaughton added that support specialists are essential to business growth.
“Single person or two-person brokerages succeeded 25 years ago, but if you’re going to be productive and grow amidst customer demands and compliance, you need a team of highly trained specialists supporting you,” Ms McNaughton said.
The aggregator’s managing director said that with more support specialists in brokerages across its reach, Loan Market’s brokers will be able to increase the number of loans they’re lodging.
Ms McNaughton also noted that Loan Market is aiming to have at least 1,000 broker support specialists in brokerages across the country by September.
“Brokers want to help more customers, work safely and grow, but they don’t want to work 80 hours every week to achieve that,” Ms McNaughton later added.
“Having well-trained support specialists following an end-to-end Kaizen process is the key to growing in modern broking.”
This focus on support is mirrored by Loan Market’s confirmation in March that it would be introducing a new scaled coaching program, spearheaded by Loan Market Geelong City managing director Sarah Thomson.
According to the aggregator, the program was specifically aimed towards brokers within this network who are “on the cusp of servicing 150 clients a year” as a means to increase their tally “while still maintaining high quality service”.
“Sarah is a leader in her market and Australia. We’re ecstatic that she’s come on board to share the tactics and experience behind her growth success with others so they, too, can take their businesses to the next level,” Ms McNaughton said at the time.
Last month (1 June), Loan Market’s inaugural head of broker business performance commenced his time with the company, with the role said to focus on “ensuring business owners optimise the outcomes of their revenue and profit”.
Further, the aggregator also confirmed in June that it had established a new role focused on growing Loan Market’s presence in regional Queensland.
According to Loan Market, the role is focused on expanding and supporting the aggregator’s presence across regional Queensland, with the boundaries ranging from Bundaberg to Gladstone, Rockhampton, Mackay, Townsville, and Cairns.
[Related: Loan Market Group to join forces with Nodifi]
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