Adrian Lee, ING
Navigating the constantly changing landscape can make a broker’s job overwhelming, which is why ING commercial BDM Adrian Lee likes to take a holistic view of the broker’s and customer’s requirements.
“I have been in the industry for 33 years, so there isn’t much I haven’t seen,” he says.
“A good BDM simply needs to be reliable and be there to support and assist their broker partners by delivering the required outcome within a reasonable time frame. Working together towards the same goal will help deliver a positive experience to all parties.”
According to Lee, a successful partnership involves a combination of transparent communication and collaboration. With these elements in place, we can achieve the best possible outcome for the customer.
A good indicator of ING’s success is its high Net Promoter Score. Customers consistently rank the bank number one in terms of ‘most recommended bank’ in Australia. “This indicates that ING not only offers a true partnership to our brokers through the application process, but this positive experience continues post-settlement with our customer service team.”
Adrian Lee’s top 3 tips for BDMs
• Be contactable! It sounds simple, but you need to be able to manage your time and priorities effi ciently and eff ectively
• Be able to provide a fast response, even if it is a “no, it doesn’t fi t our appetite”
• Make yourself available to workshop a deal, whether your broker needs a high-level opinion or you need to get your hands a little dirty and get into the nitty-gritty to assist with a complex structure or an application-servicing position