Her team completely revamped their customer care process to understand customers on a personal level
Industry veteran tasked with simplifying referral process and creating a culture of client convenience
- 2018 Commercial Lenders Roundtable
- Top 10 Brokerages 2018
- 2018 Brokers on Aggregators
A mother of four who was going through a divorce sought the help of Nectar Mortgage regional manager Lee Middleton to keep her family home. The client, who takes casual jobs as a nurse, needed to use her PAYG income, family and CSA payment to support her loan application. Given only 30 days to settle, she was on a very tight timeline to get the property put into her name.
The client’s bank declined her application. Nevertheless, Middleton kept her hopes up and told her about different bank policies on using family and CSA payments. “When I said I know banks that will use all of her income and she will qualify for a home loan, she was shocked and relieved,” Middleton told MPA.
Middleton made sure the bank would consider the loan, and meet her client’s deadline first before they submit the application. Although she was confident the loan would get approved, she was worried her client would still end up losing the house because of the short settlement time. Thankfully, the BDM got behind the deal and made it happen. Her client cried when the loan got approved. They met the settlement date.
From the experience, Middleton further saw why it’s important to be familiar with bank policies and to establish good working relationships with BDMs. “So when you need a favour, they will help out whenever they can,” she said.
In MPA’s happiest client short story series we show-case stand out ‘client success stories’ from brokers and discover what they learnt along the way. Leaving aside the details of the deal, we explore the human side of the story and how brokers really make an impact in people’s lives. If you have a client story you would like to share please email the editor.
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