Login
ISCOVER
Credit assessors earned their highest satisfaction score from brokers in December, according to a new survey.
Analysis of the latest monthly Broker Pulse survey from Agile Market Intelligence has found that credit assessors are continuing to exceed broker expectations.
To continue reading the rest of this article, please log in.
Looking for more benefits? Become a Premium Member.
Create free account to get unlimited news articles and more!
Looking for more benefits? Become a Premium Member.
Conducted between 1 and 20 January 2025, the Broker Pulse survey received 252 responses from brokers, who rated their experiences with the lenders they had used throughout December 2024.
It showed that brokers gave credit assessors an overall score of +57.3.
The December figure is the highest score credit assessors have received since the inception of Broker Pulse and is 0.6 points higher than the previous high of +56.7, recorded in April 2024.
The record satisfaction levels come as brokers rely on credit assessors to assist with a growing number of end-of-year mortgage applications, many of which were lodged just before Christmas. Despite the holiday rush, brokers noted swift assessments, with settlement bookings already underway for late January 2025.
Given the ongoing challenges of tight serviceability requirements and rate variability, having access to a responsive and capable credit assessment team remains critical to brokers’ success.
Credit assessor performance highlights
Credit assessors at various lenders received improved ratings in December, reflecting their strong performance and responsiveness.
Macquarie Bank took the top spot with the highest credit assessment satisfaction this month (at 96 per cent), followed closely behind by ME Bank (93 per cent satisfaction).
ANZ received the lowest satisfaction rating for credit assessors among the most commonly used banks, but was still in positive territory at 61 per cent.
Speaking to Agile Market Intelligence’s Broker Pulse team, several brokers noted faster turnaround times, proactive communication, and assessors’ willingness to collaborate on complex scenarios.
One broker said on the Commonwealth Bank of Australia (CBA): “Credit assessors willing to work the deal to assist with their policies.”
CBA-subsidiary Bankwest also received praise, with a broker saying: “Good assessors, fast turn around time, BDM is very responsive.”
Another broker, using Connective Home Loans, said: “Given lodging just before Christmas assessment happened quite swiftly. Docs signed and returned, now in process of Settlement Booking for late this month – have a very happy customer!”
Other lenders that received praise from brokers included National Australia Bank (NAB), ME Bank, St.George Bank, Bluestone Mortgages, and Macquarie Bank.
However, some brokers noted areas for improvement, such as clearer guidance for clients using online loan documents and a preference for onshore assessment teams.
To participate in next month’s Broker Pulse survey or for more information, click here.
[Related: Lenders begin reducing fixed rates ahead of RBA meeting]
JOIN THE DISCUSSION