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Solution

Loan Market has invested significantly in enabling brokers to deliver an exceptional customer experience.

For instance, Loan Market prepared its brokers to adhere to the Best Interests Duty - a byproduct of the Hayne Royal Commission - by approaching compliance and customer experience in equal measure.

All brokers are onboarded under the Loan Market Blueprint. The operations playbook helps brokers guide clients through every step of the loan journey in a paperless process. The process also pays attention to Kaizen-influenced productivity measures, meaning client outcomes are delivered faster, helping brokers win back more time.

Mel utilises her extra time to focus on what she couldn’t do in a bank environment. She wanted to educate clients so they could be empowered on their journey; so they knew what each and every step in the process was about, and how the right decisions would put them in a strong financial position now and for the future.

Her proposition resonated with the marketplace

Mel’s been able to sustain constant growth and her standard of customer experience along the way by scaling up her team. As well as helping her with business coaching, Loan Market has helped Mel identify areas she needs to address to continue to scale, with her team now growing to seven (Mel, a loan writer/broker, an operations manager, two Client Service Managers, a settlements officer and an administrative specialist) as well as a part-time marketing consultant.

Loan Market’s also assisting Mel in expanding into new markets

“I’m in the Springfield market, and I’d like to be able to expand into another marketplace with a strong focus on community and families - helping these clients is really important to me.”