Bluestone Excels In NSW & QLD’s 2018 MFAA Excellence Awards
The MFAA Excellence Awards celebrates excellence in the finance broking industry and its associated businesses.
Bluestone Mortgages is represented by two outstanding nominees from Sydney and one from Brisbane in this year’s Mortgage and Finance Association of Australia (MFAA) Excellence Awards, cementing the brand’s dominance in the Lender and Support Service Provider Business Development Manager category.
NSW BDMs, Denya Dean and Belinda Gray, and QLD State Manager, Bill Robb, were nominated by their brokers, peers and business partners, for their exceptional customer service and dedication to achieving outcomes for the most difficult of lending cases, non-conforming loans.
The MFAA Excellence Awards celebrates excellence in the finance broking industry and its associated businesses. Excellence Awards are presented to members of the MFAA who have demonstrated quality customer service, professionalism, innovation, ethics and excellence in their field.
Passionate about cultivating strong relationships with her brokers, Denya Dean is highly active at industry events and online. She regularly posts scenarios and thought leadership articles on LinkedIn, and organises well-attended ‘how to’ workshops in person. In addition to engaging with her brokers, she also sees the value in connecting with her peers. She was instrumental in launching a ‘Specialist Lending BDMs “WhatsApp”’ group, which currently comprises of 16 non-conforming BDMs. In this closed group, the BDMs can share their scenario challenges and questions, what’s changing, and even referrals.
Royden D’Vaz, National Head of Sales & Marketing at Bluestone notes: “Denya has this unique ability to light up a room and get people engaged. Her brokers regularly pass on feedback about how good it is to have Denya visit their offices. She has brought a fresh approach to the whole sales team and is constantly looking for ways to do things better.”
Also focused on building relationships with her brokers, Belinda Gray’s mantra for customer service is straightforward: “It’s about the experience for the broker and the customer.” She makes sure she’s always available to take or return calls, including after hours, and to hold her broker’s hand. She knows that it’s not only about the ‘how’ of a deal, but also the ‘why’, and ensures that context and education are provided so that the broker learns for future deals.
Belinda strives to find a solution, rather than simply giving a ‘no’ response. For example, last year a customer was seeking a home loan one week into employment. She put the scenario to her credit team for assessment to understand what time period they would like the customer employed for, in order to review the deal. This positioning for a time that the deal can be reassessed is more helpful than just saying no, and has helped her build credibility, authority and trust, and ultimately business.
As a veteran in the financial services, Bill Robb advocates for education in the specialist lending space as a value-add for brokers and their businesses. One of the key innovations Bill brought into Bluestone was engaging United Debt Assist (a debt mediation service) to educate his brokers at their workshops. This made a huge difference to his application volume, because brokers became aware of what can be done; rather than just turning clients away. As an example, a customer who was self employed and credit impaired was trying to purchase a property. Their broker, who had previously attended a workshop, submitted an application and had it approved in 24 hours, after another broker had let the customer down four weeks into the loan process.
Alison Thomas, from Debtstroyer Home Loan comments: “I find Bill to be the most hard working, thorough and proactive BDM I have ever come into contact with. He knows where every deal is up to as well as I do; he will look at helping you gain approval – not look for reasons not to do a deal; he will get answers for the weirdest scenarios you can ever imagine and does it all with a smile.”
Bluestone was also nominated for Best Business Development Manager four further times, and represented every State and Territory across Australia, including nominations for:
Nicole Salamaga – SA & NT
Cameron Finnie – WA State Manager
Shamith Kannagara – VIC & TAS
Ebony Maxwell – State Manager VIC & TAS
The MFAA Excellence Awards Finalists will be announced on 12th April.