ANZ has doubled its training hours in the past year in a drive to boost proprietary sales and reduce reliance on brokers.
The major bank's half year results reported 150,000 hours of training in the past 12 months, approximately two-thirds of which was specifically targeted at the retail sector.
Mark Hand, managing director of retail distribution, said the training’s core focus was in boosting the skills of their front-line staff, reducing dependence on broker channels.
“I felt our network needed to be having better quality conversations with our customers,” said Hand.
“Otherwise we’re effectively encouraging them to go to brokers, and that opens the option for them to bank with someone else.”
Hand said that, while the majority of mortgage sales in the last half came from proprietary channels, ANZ has still maintained a good relationship with brokers.