Major launches service for broker customers

by Madison Utley19 Nov 2019

A major bank has announced the launch of a new service, which gives broker-introduced SME customers access to a dedicated team of specialists.

NAB’s service, dubbed Small Business Broker Connect, will provide customers with quick and convenient banking service from a single team able to assist with internet banking, NAB Connect – online business banking portal, term deposits, transactions and general enquiries.

Customers will also have access to specialised products and services including foreign exchange, payments and merchant services as their needs grow and change.

NAB GM of commercial broker, Chris Thomas said, “As the largest business bank in Australia, we are dedicated to supporting the growth of Australian businesses in partnership with brokers. NAB’s Small Business Broker Connect is just another example of how we are continually improving our service and helping brokers to strengthen their customer relationships.”

According to Thomas, the bank has a “range of professional development initiatives” in place, focussed on specialisation around growth sectors.

“In the coming 12 months, we will be running information sessions for brokers in our business banking centres across Australia,” he said.

“We have also invested in digital enhancements including QuickBiz and ApplyOnline to make processes more streamlined and efficient for brokers and their SME customers.”

Earlier this year, NAB added 26 broker-aligned bankers to support the growth in business lending – representing the biggest investment by NAB in its business bank in a decade.

As of September 2019, NAB’s small business lending volume growth via the broker channel has increased by 38.6% year-on-year.

The latest Net Promoter Scores (NPS) for commercial and small business end-customer at a new high of +28, with respondents attributing their high rankings to quality service, the easy process and great communication from NAB staff.