An award winning broker has dished her advice on being productive at work, after she took home the AMA for Broker of the Year – Productivity.
Mardee Thomas from 1st Street Home Loans told Australian Broker that she went home with the trophy on the night because of her seamless processes when it comes to broking.
“Having had 14 years in the industry, I have built up a very large customer base which is entirely built on client referral. I have extremely strong testimonials always pointing to the seamless process and great customer service experience,” she said.
“I also hold very high status with the major lenders and have been recognised by them for 100% submission quality and straight through processing.”
Thomas’ advice for other brokers wanting to ensure their business processes are seamless and productive comes down to nailing three important, but simple things.
“Firstly, maintain regular touch points with clients and associations as this is an effective way to stay front of mind. Secondly, develop a system within your office to ensure that all brokers in your team work to a standardised process. Thirdly, develop a check list that covers all supporting documents required as this will ensure that the lender will not have to ask for missing information.”
Thomas says brokers need to remember that productivity applies to the whole process, not just the submissions.
“I feel that productivity encompasses the process from start to finish – always ensuring efficiency and consistency. From initial consultations with a client where I work to gain very concise and comprehensive knowledge, to actual submissions which are error-free, submitted without any delays and, accompanied by supporting documents,” she told Australian Broker.
