Second tier ramps up BDM presence

by Adam Smith04 Jun 2012

A second tier has claimed its BDM visits are up 120% as a result of its program to ramp up broker service.

ING Direct said it has appointed new members to its broker sales and support team including new BDMs, relationship managers and broker support staff. The bank's head of broker distribution, Mark Woolnough, said ING Direct has seen tangible results in response to its focus on broker support staff.

"Under our Broker Partner Program, broker visitations from BDMs are up 120%. We’re also seeing clear increases in our applications and conversions, which are a direct result of our initiatives over the past six months," he said.

Woolnough said the bank's Broker Partner Program was launched in response to direct feedback from brokers.

"We’ve seen a clear increase in satisfaction amongst our brokers, with our internal broker satisfaction research program indicating the vast majority of our brokers are satisfied or very satisfied," Woolnough said.

"I’m incredibly proud of our team and the way the new structure is delivering for us, it’s so important our brokers are seeing a positive gain given third parties account for over 90% of our production," he added.

Related stories:

Second tier ditches fax for online variations

ING Direct attacks segmentation 'double jeopardy'

ING Direct follows through on service upgrades


  • by Broker 4/06/2012 10:07:30 AM

    It ain't rocket science, improved broker support = more deals lodged = more deals settled.

  • by Andy 4/06/2012 11:01:46 AM

    Ive never had a call from ING and have been broking 11 years!!!!

  • by Rodger 4/06/2012 11:31:05 AM

    i have always had excellent support from ING BDM's. the big 4 have never contacted me once proactively ,and many do not respond to help requests.Guess who has 50% plus of my loan book?