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Mortgage brokers and retail bankers have attended an event which allowed them to pose questions to a major lender.
More than 70 industry professionals attended the NAB Broker Interact event, which had a World Cup theme with lender panelists donning various team scarves.
Attendees had the opportunity to question a panel of NAB’s representatives, which included general manager of broker distribution, Steve Kane, state manager of broker distribution for NSW/ACT, Nick Notaras, and head of strategic partnerships for broker distribution, Nicole Triandos.
Kane said, “This was a fantastic opportunity for brokers and in-branch bankers to network, and provide feedback on how NAB can do more to support brokers to deliver good outcomes for customers.”
Speaking at the event, Kane emphasised how close collaboration between brokers and the bank’s retail division is key to delivering positive customer outcomes.
He said, “We’re focused on supporting brokers to ensure customers have a positive and smooth journey with NAB. It’s important we work hand-in-hand with our retail colleagues to make sure that the customer journey is approached holistically.”
The event follows the introduction of NAB’s Customer Adviser Broker Program, an initiative launched in 2017 to support improved customer experiences across both the retail channel and the broker network.
Under the program, NAB has placed specialised bankers in branches to on-board broker-introduced customers. Customers benefit from a hassle-free and streamlined home loan journey, regardless of whether they choose to speak to their broker, or visit their local NAB branch for assistance.
Kane added, “Supporting brokers and having a customer-first mentality has always been a priority for NAB. Only by listening to and learning from feedback from our broker partners can we continue to improve our offering, and ensure the customer continues to be at the centre of everything we do.”
