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Heritage Bank’s focus on building deep relationships with customers – and with broker clients – sets this lender apart from the pack
Heritage Bank's ‘People first’ philosophy is more than a marketing catchphrase; it’s a way of operating that puts relationships at the centre of doing business.
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Heritage is Australia’s largest customer-owned bank, providing mortgage loans nationwide via its network of mortgage broker partners.
As a mutual, Heritage is all about the value it can provide for its customers. That people-centric approach applies not only to customers, but also to staff and to business partners.
Heritage’s head of contact centre and intermediaries, David Ure, says the company has focused on developing strong relationships and providing the best possible service to broker partners.
“That’s what sets us apart,” Mr Ure says. “We have large teams with extremely experienced people based in Brisbane, Sydney and Melbourne that our broker partners get to know and deal with in person.
“Our staff value and build those relationships, and pride themselves on offering outstanding levels of service.”
Mr Ure said brokers could refer clients to Heritage for home loans with confidence that Heritage takes the same approach to serving its customers.
“Our ‘People first’ approach pays dividends, with Heritage recording some of the highest customer satisfaction and advocacy scores in the industry,” he says.
“As Australia’s largest customer-owned bank, we have the size and scale to be competitive but we still have that people-centred focus at the centre of what we do.
That means keeping experienced mortgage processing teams within Australia and ensuring brokers have direct access to them. It also means having a contact centre located in Australia that provides industry best
service.
“Our mortgage broker partners want to know that their clients will get great service from Heritage, wherever they might be located,” Mr Ure says.
“Our contact centre has had an average wait time of under 35 seconds and an average call abandonment rate of under five per cent over the past 12 months, and clients can ring knowing their call will be answered by someone living right here in Australia.”
Heritage has been a longterm supporter of the mortgage broker network, developing strong relationships and a superior understanding of what mortgage brokers need.
“We offer fantastic service both to brokers and their clients, with a full range of mortgage products at great rates, and a reputation for excellence in customer satisfaction,” Mr Ure says. “It’s the ideal package!”
David Ure is head of contact centre and intermediaries at Heritage Bank
