To avoid being bogged down by the ever-changing landscape of compliance policies, SMS Finance company director and 2017 MPA Top 100 Broker finalist Colin Mason and his team live by the simple motto “work smarter, not harder”.
This means, they make it clear with all their clients from the outset that all paperwork needs to be submitted upfront in order to receive outstanding customer service and to avoid delays.
“When an application is submitted to the lender, we strive hard not to receive any requests for more paperwork from the credit teams, as we know this creates delays in processing and the overall performance and productivity of the team is reduced,” Mason told MPA.
Setting a benchmark
Mason’s team constantly reviews and refines their processes to ensure they consistently set the benchmark for exceptional customer service in the industry. Presently, Mason and co-director John McNamara have more
than 20 staff and continue to recruit more.
“John and I believe in the people who work for us,” Mason said. “Each of our staff brings many skills and experience to the business, and this helps us in delivering outstanding customer service all the time and in building lasting relationships with our referrers.”
In the last two and a half years of being director of SMS Finance in the Sunshine Coast, Mason has seen the business grow phenomenally due to the many relationships they’ve built with real estate agents, accountants, builders, and financial planners.
Become a compliance leader
When Mason joined SMS Finance, his personal goal was to grow the business and be renowned as one of the leading mortgage businesses in the Sunshine Coast and Queensland. He surpassed his goal. Just recently, SMS Finance was recognised by AFG as the number one business in Northern New South Wales, Queensland and Northern Territory.
Mason’s next goal is to make SMS Finance a leader in compliance.
MPA’s 2018 Top 100 broker competition is now open. Enter here: http://survey.keymedia.com/au/mpa/2018/top100/
The competition closes 12 October.