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Digitisation and the experience of prior restrictions are helping brokers connect to their clients and do what they need to do in Melbourne’s latest snap lockdown, a local has said.
Jacob Decru, mortgage broker with Loan Market, has explained that when Melbourne triggered its sudden seven-day lockdown on Thursday (27 May), local professionals had to act fast. The measure took place from Friday.
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“What brokers need to be doing – provided they have a comprehensive digital client experience – is educating clients and allaying their concerns,” Mr Decru said.
He has experienced calls from uncertain clients since the lockdown was declared, seeking reassurance about the upcoming days.
“Those that are pre-approved, I’m just explaining to them how to prepare for an online auction. While online auctions were common in 2020, it’s not a process many of my newly pre-approved clients have been through,” Mr Decru commented.
“But I’m not cancelling any new appointments – I’m converting them all to Zoom. In fact, what brokers might find is that their current clients actually have a little more time to converse and become engaged with their finance strategy because they’ll have time on their hands over the next week.”
His brokerage went completely digital and abandoned paper dealings in early 2020, narrowly beating when the COVID-19 crisis hit Australia.
Mr Decru advocated for moving to paperless processes in 2019, in conversation with the Adviser.
“So, when we went into lockdown (last year), we had the systems and procedures in place to service new clients and lodge and settle for existing ones,” Mr Decru said on the latest lockdown.
“We already have some staff who work in a hybrid arrangement, so there’s really no change to our activities.”
[Related: Vic opposition vows to scrap stamp duty]
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