NAB Broker has boosted staff numbers in its third party mortgage services team by more than 10 percent over the quarter, with plans to recruit a further 30 roles in the year ahead.
General manager NAB broker distribution, Steve Kane, said the decision to invest in new credit assessors was one of many initiatives in the pipeline for Financial Year 2014 to improve the bank’s overall proposition to brokers.
“The additional staff will provide even greater support to our broker partners as we prepare for further growth,” he said.
“In November this year, we realigned our business to better support our broker partners including aligning credit assessors to our business development managers. "
Under the new model, brokers have key contacts for every touch point in the value chain, including faster escalation processes to ensure deals get done more quickly and easily, said Kane.
“We understand that brokers and their customers feel every link in our chain and at every touch point we’ve aligned our business to make things simpler for our customers and our people.
“We have a number of key initiatives planned for 2014, and we’re excited to share more information with our broker partners in the coming months.”
Kane said NAB Broker was supporting brokers, listening to feedback to improve their service experience which reflected the importance the bank places on the broker channel.
Nab Broker has made a number of recent changes to help brokers better assist clients with post-settlement servicing, said Kane, including giving brokers the ability to call the Broker Response Centre at any point for queries relatng to Homeside customers.
“The broker channel is critical to NAB’s strategy and we’re focussed on addressing every part of our service proposition including process, culture, technology and the customer experience," said Kane.
“We continue to experience strong growth in third party distribution and are gearing up to grow even stronger in FY14."
