How one lender is investing in broker partners

by Australian Broker02 Aug 2021

Since the start of COVID-19 pandemic, Virgin Money has focused on improving the digital off erings we provide our broker partners, along with enhancing our secure broker portal to provide you with the tools you need to do business, your way.

The broker channel is an important part of the Virgin Money ethos, with the majority of new customer acquisition coming through this avenue. Since the launch of our secure broker portal in 2020, we have seen more than half our partners actively engage with and use the tool, and with the recent digital enhancements we have made, there has never been a better time to take advantage.

We understand that time is money; that’s why we have listened to our broker partners and implemented a real-time digital acceptance portal for all home loan documents, helping finalise your deals easier, and faster. We have also made enhancements to our loan status tracking and online pricing tool, ensuring you have all the information you need for your customer, from loan application to settlement.

We have also created a streamlined process for our brokers to access our online Home Lending policy, giving them the ability to search policy questions on the go, wherever they are, strengthening the Virgin Money proposition with their customers.

Along with the enhancements we have made to our secure broker portal, Virgin Money has made an investment into staffing and internal processes which has resulted in improved turnaround and loan decisioning times.

We understand turnaround times are a continuous challenge for all lenders; however, with our heavy investments in this area we have been able to provide a true service from our BDMs to our credit assessors, which gives brokers full transparency over their loan process. We are proudly owned by the Bank of Queensland (BOQ) Group, which provides fantastic stability and investment into our business.

We have reshaped our mortgage processing sequencing, bringing to life essential digital enhancements, whilst empowering our people within the value chain to own and deliver the right customer outcomes.

We understand that you can’t have a great product if you don’t follow it up with great people. Virgin Money has invested heavily in broker support, and has appointed four state managers, three new relationship managers and lending capability support, which includes access to a dedicated credit coach.

Our aim is to help more Australians achieve their homeownership dreams with beautifully simple and rewarding home loans. We want to set a standard and stand out from the pack because we’re Virgin Money – we’re always looking for ways to improve and deliver better experiences for our broker partners and their customers.

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