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ISCOVER
Staff Reporter
NAB Broker general manager distribution John Flavell has dismissed the relevance of broker segmentation programs offered by Australia's other lenders.
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Speaking at a media briefing in Sydney yesterday, Mr Flavell said NAB Broker was determined to provide excellent service to all of its broker partners not just a select few, hence the reason the lender removed its tiered broker service offering at the end of last year.
"When we removed our segmentation, we received a lot of feedback. We talked specifically to brokers that are on the VIP programs for some of our competitor lenders, and they told us that after the wining and dining was done, from a service perspective, these lenders were not offering anything that Homeside didn't offer to all of its broker partners," he said.
"From a relationship perspective, we wanted to ensure that if any of our brokers have a headache or a hiccup with a loan application then they can contact a relationship manager directly. We wanted all of our broker partners to enjoy the same quality service and if we can provide that, then there is no reason for us to create certain brands."
Mr Flavell's comments come just two months after the lender decided to give all of its broker partners the benefits of a four star status.
Mr Flavell said NAB Broker is committed to being the lender of choice for brokers, which is why it has unveiled a new visual identity for its Homeside mortgage offering, which includes a stronger visual link between the Homeside brand and NAB.
The new look Homeside brand draws on the distinctive NAB red star and the black, red and white iconography and colour palette associated with NAB.
In addition to the launch of the new Homeside branding, NAB Broker has developed a range of new 'broker to client' tools, including a dedicated customer microsite (homeside.com.au) and a new customer brochure.
These tools are designed to support brokers communicate the Homeside offering to their clients in their preapplication, pre-settlement and post-settlement conversations.
"The newly branded Homeside provides brokers with a greater opportunity to leverage the power of the NAB brand," Mr Flavell said.
"And for consumers, it provides confidence and assurance in what they will get from Homeside: a competitive mortgage solution backed by NAB."
"We will continue to work closely with broker partners to provide a seamless offering to their customers, and an even more integrated service across our whole range of banking and mortgage products to help them grow their business."
