ANZ recently took first place in NZ Adviser’s Advisers on Banks survey, with participants giving the bank top scores across eight of the 11 categories – most notably for its clawback policy, electronic lodgement systems and turnaround times.
Baden Martin (pictured), head of mortgage adviser distribution at ANZ, says the result is a great achievement, and reflects its increased efforts help advisers face an extremely challenging year.
He says ANZ has increased its number of adviser support staff, improved its assessment processes, and reallocated resources to help advisers better assist their clients – efforts which were reflected in the survey results.
Read more: Advisers on Banks survey results revealed
“We’re extremely proud of this achievement. Our teams have worked very hard in what has been a difficult year that has presented some unique challenges,” Martin told NZ Adviser. “This award recognises the effort the entire ANZ team has demonstrated and their dedication to delivering great adviser and customer outcomes.”
“We have invested in our adviser channel by increasing the number of dedicated adviser support staff in our assessment teams,” he explained.
“During a recent period of peak-volume, we also brought in members of the branch lending team to help process adviser applications, and we streamlined some internal assessment processes to free-up lending specialists to spend more time assessing applications.”
Martin says ANZ has always valued the support provided by advisers, and has a team of specialists ready to assist any adviser clients going through financial difficulty as a result of COVID-19.
“We brought in new processes this year to enable advisers to utilise some of our COVID customer assistance options,” Martin said.
Read more: Advisers share which banks have been supportive through the COVID-19 pandemic
“These processes have helped advisers provide relevant information, advice and reassurance to customers impacted by COVID-19.”
“We would always advise those with any concerns to contact us immediately,” he added.
“We have a dedicated team of specialists who can talk customers through options that can improve their financial situation.
“We are committed to supporting our customers, and we recommend anyone concerned about their current financial situation to contact us as soon as possible. The earlier we start these conversations, the better it is for all parties.”