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The Adviser speaks to ANZ head of third-party relationship channels, Keiran Evans, on what the big four bank is offering brokers in the year ahead.
What feedback has the bank received from brokers and does it have plans to act on this feedback?
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We understand there is a lot more to customer experience than simply approving and settling a loan.
The challenge for us is to keep working in partnership with brokers, to ensure the full end-to-end finance experience is a smooth and easy process for all involved.
An example of this was our decision to move to six-day assessments, allowing customers to obtain pre- approval on a Saturday morning and head out for a day of auctions. This can make a big impact to customers and is an example of how we listen and respond to the marketplace.
How has ANZ been reaffirming its commitment to the third-party channel?
We introduced our Building Credit Knowledge webinars last year to further strengthen broker relationships and amplify our approach to further improving industry professionalism and educating brokers on the credit aspects of applications. Topics included construction, sole trader and partnerships, and self-employed residential finance applications.
The webinars are backed by MFAA and FBAA who have allocated one CPD point per session. For 2016, we have also supplemented the webinar program with face-to-face sessions of longer duration to delve further into more complex scenarios and meet broker needs.
This ongoing support is in addition to our new entrant training and onboarding process which supports new brokers with a sound knowledge base, setting our relationships up for success from the outset.
With more brokers being encouraged to adapt to technology, what is ANZ doing to make the digital process easier?
We are working on the back office and technological advancements are always going to be a focus for us.
This comes alive for all of our brokers in the form of some of the initiatives we’ve released in recent months including our Loan Change requests, streamlining our existing process in order to provide customers with faster decisions – our Online Document Submission, which allows our brokers to upload up to 50MB with one click.
The system checks files for viruses, conducts redaction of tax file numbers and also gives a higher image quality. Also our Automated Pricing Tool was released at the end of last year, delivering faster decisions and remains a focus for us to continually build upon and improve.
We’ve still more technology initiatives under way, so watch this space.
