Former broker recognises value of fast outcomes
BDM in the Spotlight and State Manager in the Spotlight are a regular series, giving brokers insight into the lives of some of the country’s leading relationship managers.
MPA spoke to Suncorp business development manager Natalie McCullough (pictured above) about how she supports brokers, what sets successful brokers apart and what brokers should expect from a BDM and lender relationship.
With over 19 years’ experience in the mortgage and finance industry, McCullough has worked in both the UK and Australia, and was a mortgage broker for a number of years.
Workshopping scenarios, identifying solutions and updating brokers on the latest changes forms a significant part of her role, to ensure that brokers can meet their clients’ needs.
“It’s absolutely what we are here for, which is to share our knowledge and add value to their business and for their customers, and it gives me a real sense of achievement,” she said.
Name: Natalie McCullough
Title: Business Development Manager
Years in the industry: 19
Company: Suncorp Bank
Location: Central Coast up to Northern NSW
Briefly describe your role and how you support brokers
I support Suncorp Bank’s broker network by acting as an extension of their business.
I am available as an additional resource to workshop scenarios, to share knowledge and update brokers on the latest changes, to ensure that they are giving their customers the best offers and the most up-to-date information.
What’s your favourite part of the job?
I really value the ability to have conversations with brokers to workshop different scenarios and solutions to meet their customers’ needs.
It’s absolutely what we are here for, which is to share our knowledge and add value to their business and for their customers, and it gives me a real sense of achievement.
What sets successful brokers apart?
Taking the extra time on submissions upfront to ensure all documents are included, notes are clear and there’s a comprehensive outline of the customer and their needs, is going to result in a more successful application process.
It means that our assessment teams have complete information the first time.
This leads to faster decisions and outcomes for the customer and is always a better experience for the customer and the broker.
Good experiences build trust, which is always a win for the broker.
What should brokers demand from a BDM and lender relationship?
BDMs should be giving their brokers timely responses, honest feedback, accurate information and confidence when lodging business with the lender.
What do you provide to brokers that makes you valuable to them?
I was a broker for many years, and it allows me to bring a deeper level of understanding to my brokers and to recognise the importance of providing fast outcomes.
I believe that my years spent in the mortgage broking industry (and working in many different companies) sets me apart from other BDMs.
I am able to offer experience-based expert advice to all brokers and provide great feedback.
Describe your ideal weekend
I’m a homebody: my ideal weekend is spending time at home in the sun with my husband and our daughter, our two dogs, a great BBQ and a glass of wine.
BDM in the Spotlight features a range of BDMs and relationship managers within the industry. Among those most recently featured were outsource Financial relationship manager - WA Sarrah Fariha and CBA national strategic partnerships managers Sandy Qamar and Siobhan Burke.