Q: How and why did you become a BDM?

I commenced my banking career with Adelaide Bank in the early 2000s. During my tenure there I was fortunate to have been presented with many opportunities to work in different departments – from branch operations, portfolio funding, mortgage management to broker distribution.

In 2017, I moved to Brisbane and took on the role of a BDM and I felt that I could develop my relationship management and networking skills further and it really suited my personality as I’m a ‘people person’ and I’m passionate about the broker industry and the work brokers do for home loan customers.

Five years later, another opportunity came about to apply for a BDM role at ING. I felt I was ready to try new things especially after such a long tenure with one bank.

Q. Why did you join the company?

ING has a great reputation in the financial industry, not only among brokers but customers as well. Prior to joining ING, I spoke to a few of the BDMs at ING (we would meet occasionally at broker PD days/conferences) and they only had positive things to say about the bank. This further cemented for me what a great employer ING would be to work for. I love the culture at ING, where everyone supports each other.

I love that we have behavioural affirmations that apply to everyday life – for me the affirmation that resonates with me is, ‘You help customers and brokers be successful in work and in life’. I believe in positive culture and it starts at the top with our CEO Melanie Evans, being upfront and transparent in communicating the ING strategy and where our strengths lie as well as the areas in which we need to focus on.

Q. How do you work with brokers to ensure good customer outcomes?

Having a good working relationship with my brokers is imperative to getting good customer outcomes. I know how my brokers like to work and the key touchpoints where I can add value to ensure a positive credit decision.

I always recommend my brokers to run their scenarios past me prior to submitting an application. Brokers can’t be expected to remember every ING policy or niche. That’s what I’m here for – to make it more efficient for brokers to run their business and give them confidence in assisting their customers. We also have an amazing sales support unit at ING that assists with broker queries post-application, such as file tracking, application amendments, loan/offset account numbers, etc. The average wait time is generally less than 90 seconds and email responses are usually done within five minutes. This provides immeasurable support especially when I’m on the road with other broker appointments. Having this full-service support model is a key differentiator from other banks.

Q. Top tips to enable brokers looking to work more efficiently with BDMs?

I believe strong communicationand listening skills are key to my role as a BDM. These skills enable me to better service my brokers, avoid any miscommunication, and savestime. Where I cannot speak to a broker immediately, I always recommend they leavea detailed voicemail about the query, that way I understand what the nature of the call and I can then find a solution prior to returning the call.

Credit policies and processes differ between lenders, so it’s important that questions and scenarios are fully completed, including the full list of facts presented to avoid surprises post-application. Brokers who provide clear and concise commentary as well as all documentation required will most likely experience a smoother and quicker turnaround time.

Ultimately, we are here to help our brokers and customers. So, reach out whenever assistance is needed.