“It’s no secret that there’s a large Asian demographic in Sydney, so we’ve recruited multilingual BDMs, and that works really well with brokers in that area,” Evans said.
This is a market that makes sense for ANZ
, Evans indicated. With the bank’s reach beyond Australia’s borders, it already has high brand visibility in some of the overseas markets bringing investors to Australia.
“One of our strengths is we are a super-regional bank. We have a great presence in Asia. So it’s about matching those super-regional capabilities with boots on the ground in Australia,” Evans said.
Improving the process
Evans said the bank has also worked hard to streamline processes and tighten turnaround times through a number of technological improvements. He pointed to electronic delivery of letters of offer and security documents, as well as the ability for brokers to electronically upload documents.
“We’re getting good feedback from brokers that we’re making their lives easier,” he said.
Evans said the bank’s pricing tools and online loan change request capabilities were also helping brokers deliver better outcomes to customers.
“It’s a quicker decision to brokers and it enhances the customer experience. Everything we do has to be about the end customer and helping brokers deliver to those customers. We have to look at the entire value chain.”
In looking across the value chain, Evans said it also makes sense to deliver value to brokers in the form of continuing education. He said ANZ
had been very active in delivering training to brokers, and was continuing to find new ways to add value through education.
“It’s fair to say we’ve had a breakthrough with the webinars we piloted in late July. These webinars have MFAA and FBAA accreditation, so brokers receive CPD points,” he said.
Evans said the sessions have had excellent uptake, and delivered training across a range of topics.
“Brokers are really voting with their feet on these. We’re providing a skillset that is resonating with brokers.”
But the skillset isn’t just about enhancing broker business through ANZ
, Evans said. He said the bank was delivering training that would help the industry as a whole, and ultimately the end customer.
“Other financiers might have subtly different requirements. Industry training is not just training how to do an ANZ
loan. We’re delivering a transferrable skill,” Evans said.