Hug a lender: Why brokers should say 'thank you' to helpful bank staff

by Lena Woods12 Dec 2012

Lenders may be offering up a bit of holiday spirit – and brokers should remember to say 'thank you', says one aggregator who’s experienced a dramatic up-turn in bank staff service quality in recent weeks.

Loan Market director of Sales, Mark de Martino, says the brokerage is seeing an “unprecedented” level of effort being made by lender staff helping get deals across the line.

“In the span of just a few weeks, we’ve heard some exciting stories from our brokers about the support provided by lender staff around the country. During this busy time of year, these efforts are highly appreciated by brokers and certainly great for solidifying relationships between lenders, brokers and customers.”

De Martino says that in one instance, major bank branch manager Wayne Lennox received an urgent request late in the day to get an original document signed by a Guarantor who happened to be located near his office.

“This branch manager went far out of his way to ensure the proper documents were signed and returned as quickly as possible for a broker and client he had never met.”

Loan Market mortgage broker Marios Rokka says that without the help of the branch manager, the deal would not have reached settlement in time.

“As most brokers know, unforeseeable circumstances come up that need immediate attention to get a deal across the line. My customers and I are very thankful for efforts made by Mr Lennox.”

De Martino says that in other instances, BDM’s were making themselves available through family and work functions leading up to Christmas.

He says it’s important for mortgage brokers to give feedback to lenders, showing that efforts have not gone unnoticed.

“It’s building relationships that make the outlook for 2013 even more promising.”


  • by Incognito 12/12/2012 10:19:25 AM

    I agree totally.

    I enjoy my life as a broker and we rely heavily on the good people working within the banks.

    I try to always be polite even when things go wrong. Why make someone else's day miserable.

    "thankyou bank staff"

  • by 1martym1 12/12/2012 1:18:24 PM

    I second that I can feel a real change in attitude lately. It's like they want our business again!