ANZ discusses its Advisers on Banks win, its training processes, and how advisers can submit the perfect loan application
ANZ was recently pinpointed as the top bank of choice by mortgage advisers, who gave it top scores for communication, support and training in the 2019 Advisers on Banks survey.
ANZ says being rated highly by its adviser channel is “a great achievement,” and that the bank’s long history or partnering with advisers has been hugely important to its business strategy. Speaking to NZ Adviser, ANZ’s head of mortgage adviser distribution Baden Martin says the channel is becoming “increasingly significant” as more customers reach out for home loan advice, and that ANZ is firmly committed to supporting that channel in the future.
“ANZ dedicates a significant amount of time and resources to delivering a great service experience for advisers,” Martin said. “This award recognises the fantastic work being delivered across a number of ANZ teams involved with processing adviser requests.”
“ANZ has a long history of partnering with the adviser channel, and has formed a significant number of quality relationships with mortgage advisers,” he continued.
“ANZ is committed to supporting the adviser channel now and in the future, and we believe we can play an important role in the success of advisers and their customers.”
Read more: Advisers on Banks: most common praises and complaints
ANZ’s training processes received particular praise in the survey, and Martin noted that ANZ provides annual training to each adviser on ANZ policy, product and process information. The bank’s BDMs also workshop scenarios with advisers to help structure proposals which offer the best customer outcomes, and Martin says delivering these outcomes is vital for all ANZ-partnered advisers.
“We want to grow our relationships with advisers who provide customer-centric advice and recommendations,” Martin said.
“Advisers who maintain a robust knowledge of current ANZ policy, product and policies are well placed to provide robust customer conversations.
“We expect advisers to have consistent, compliant and documented processes in place within their businesses, and the ability to provide evidence of these processes will be essential under the new regime.”
When it comes to submitting a quality home loan application, Martin says clarity and completeness is key.
“Often, the quality of an application submission will determine the length of time it takes our lenders to provide a credit decision,” he explained.
“Therefore, we strongly recommend that applications are only submitted to ANZ when they contain all supporting documentation and meet our credit criteria.
“A succinct, well-written diary note is essential to enable our lenders to quickly understand a proposal. It is also critical that the proposal takes into consideration the customers long term financial goals to ensure it is fit for purpose through their changing life stages.
“As always, clear and timely communication with our lenders and BDMs will assist us to deliver a positive customer solution.”
