Fifty-five business development managers were recently recognised in Australian Broker’s 5-Star BDMs 2023 for excelling in the areas of customer service, responsiveness, communication, and product knowledge.
But just what does it mean to be the best in the field?
One winner, Craig Nicholas of Resimac, said being a top performer means mastering the art of returning emails, calls, and visiting clients.
Nicholas said his style of working includes consistently interacting with brokers to ensure loans get settled, working closely with internal resources to manage expectations for brokers and clients, and drawing on comprehensive experience from across multiple industries, such as banking.
A broker who took part in AB’s survey added that Nicholas was not only a gentleman but also a Resimac ambassador and expert.
“He knows policy back to front, gets back to you in a super timely manner, and is always clear on what is (and is not) a deal,” they said. “He takes the time to make sure the broker is well equipped to speak with clients and referral partners alike.”
Ubank’s Joshua Duncan, another of 2023’s winning cohort, was focused on leveraging responsiveness to build strong broker interactions, using transparent feedback and people skills to maintain genuine relationships, and continually upskilling and staying updated on processes and policies to deliver outstanding support.
A respondent broker said that Duncan “always replies” and is always helpful when it comes to scenario questions, file escalation as per urgency, and existing client pricing or any general question.
Another winner, Tes Anderson of Bankwest, set herself apart by being an expert and reliable resource, offering constant knowledge on Bankwest and the mortgage industry, and partnering with brokers to deliver excellent customer service.
A broker who nominated Anderson said she is a superstar who will not only answer the phone, but also “go into a fight with credit when they get it wrong.”
Do you know an outstanding BDM? Tell us about them in the comments section below.
