Home' MFAA Prosper : Mortgage and Finance Brief 19 Contents Clive Kirkpatrick, General Manager,
Mortgage Broking, says that during
2012 they took a good look at their
mortgage broking business from
their brokers' perspective.
"We asked for feedback, held roundtable
discussions and looked closely at our broker
survey results," Kirkpatrick says. "With brokers
at the forefront, we focused on enhancing and
developing the areas they told us to."
This included delivering on a BDM need
to support broker business regardless of
segment. Kirkpatrick says that St.George
worked hard to craft a team of committed and
knowledgeable BDMs who are always there to
support brokers "whatever it takes".
Significant improvement of loan
turnaround times was also a high priority
and has been achieved through building
strong relationships with the Mortgage
Operations teams, working together on a
continuous improvement program and
a bigger investment in staff.
Last year saw consistent competitive
market leading campaigns and fixed rates,
again a strong pulling point for brokers.
"During the year these offers and
campaigns have delivered considerable
uplift in our volumes, plus our turnaround
times have remained strong and steady.
It's solid evidence that we've got the process
right," Kirkpatrick says.
St.George also listened when brokers
said they wanted to speak directly with
credit managers; that's when the Mortgage
Credit Hotline was born.
From 9am-6.30pm (AEST), Monday to
Friday, brokers can call 1300 360 419 and
access experienced credit managers who
provide dedicated support and advice on
loan scenarios and credit policy.
Kirkpatrick says that, when they talk about
partnerships, they mean it -- working together
to achieve common goals.
"We will continue to listen to brokers to
understand what they need now and in the
future. We want brokers to know that our
business is their business."
Technology -- inspiration,
In late 2012, St.George won an Australian
Mobile Award for its broker iPad app, Mobile
It was developed to support mortgage
brokers and streamlines traditional selling
paths, enabling brokers to jump from complex
scenario analysis to answering difficult client
questions on the spot.
The Mobile Broker Toolkit includes:
• a range of calculators covering all
common lending scenarios;
• handy needs-based selector tools;
• links to live interest rates and fees;
• product information to enable questions
to be answered on the spot; and
• brochures that can be emailed from the
app to customers immediately.
It's estimated that 90% of all mobiles will
be smartphones by 2015. With this in mind,
St.George Mortgage Broking is currently
rolling out Partners Portal Mobile which
boasts features such as deal tracking, BDM
connect, email approval in principal and more.
Over the coming weeks, Partners Portal
Mobile will be made available to all brokers
accredited with St.George.
St.George also upgraded it's Serviceability
Calculator and Electronic Lodgement system
to improve the broker experience and
Some of the benefits include:
• a calculator feature which implements
up-to-date credit policy to flag potential
• full integration with St.George
• up-to-the-minute servicing inputs
including latest living expense amount and
assessment rates; and
• a 'dynamic checklist' which allows the
brokers to understand what supporting
documents are required in real time.
Niche solutions -- creative,
For brokers to provide the best solutions for
their clients, they need access to competitive
Senior Relationship Manager, Mortgage
Broking, Frank Cusack, says that, whether
they're first home buyers, investors, business
owners or looking toward retirement,
St.George's comprehensive product range
and flexible policy niche solutions are hard
"A key niche for St.George is our Self
Managed Super Fund loan where we will
lend to $2 million and up to 80% LVR,"
The outstanding feature of this product is
that interest offset is available which enables
the SMSF to accumulate funds in the offset
account for future use. Plus, a template
Security Custodian Trust Deed is available for
use with the loan.
"We have seen significant increases in
volumes and have many brokers approaching
our BDMs to attend our product training
sessions," Cusack says.
St.George also stands out from the crowd
with their non-resident loans -- 90% LVR for
Australian expats and 80% LVR for foreign
citizens. With over 20 years' experience in
dealing with non-residents, St.George boasts
a dedicated and specialised assessment team
that only process non-resident loans.
According to Cusack, St.George is well
placed for growth in the first home buyer
Our business is their business
St.George Banking Group is home to three regional brands; St.George, BankSA and Bank of
Melbourne. Each brand is managed locally with differentiated strategies to drive local markets and
support local brokers in a way that no one else can.
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