For ING’s Geoff Murphy, he builds such strong relationships that he feels more like a business partner or even a friend to his brokers. He has been at ING since 2015 and works with the bank’s top writers in the residential space.
“You get to know them personally, what they like to do, their family, their kids,” he says. “For me I really rely on that in terms of my results and when I have to deliver bad news.”
It is not just about the broker for Murphy; he recognises that every time he deals with his brokers, there is a customer at the end and his own passion is driven by the passion he sees in brokers.
“They come to me with a sense of urgency, but I get it,” he says. “These customers are buying their first home or buying their investment property or refinancing for a better outcome and for a BDM we can’t lose sight of that.”
There are many ways he works with brokers when challenges arise, including providing timely and concise information so brokers can make a decision quickly. Whether his brokers prefer emails, texts or phone calls, he adapts to suit and makes sure they are kept informed along the way, particularly if he recognises a deal might not go their way.