Home' MFAA Prosper : Credit Adviser May 2014 Contents 48
VOLUME 1 | ISSUE 1 | 2014
THE ESSENTIAL RESOURCE
Should problems arise with the platforms, more than 300 online tutorials,
webinars and how-to guides help credit advisers troubleshoot for themselves,
meaning that the helpdesk's time is freed to address critical problems more e ciently.
"The initiative has proven highly successful, allowing our brokers to quickly
and easily resolve IT issues themselves," says Glenn Lees. "While the usage of our
Mercury system has increased by 44 per cent over the past 12 months -- a reflection
in part of membership growth -- the number of job tickets requiring attention from
our helpdesk has remained flat."
Finally, a new initiative. Connective Socialise, has been taken up by 11 per cent
of partner groups and is helping credit advisers take advantage of social media as a
marketing tool without committing time out of their busy schedules to researching,
w riting and constant updating. Under Connective Socialise, the Connective
marketing team creates and posts content to Facebook, Twitter and LinkedIn on
behalf of the credit adviser member, who can also complement this content with
their own updates to ensure local focus and personalisation.
"Through outsourcing the social media function to our team of marketing
professionals, our brokers are assured that their online networks will receive the
right information at the right time -- everything from consumer-focused articles
and housing updates to topical discussions," Glenn Lees says.
In return for all of this, Connective expects the best. "Before accepting a broker
into Connective, we conduct thorough background checks to ensure they possess
the desired moral character," Glenn Lees says.
Connective works to support the credit adviser industry by taking an active role in
governance, sponsoring MFA A State Councils, sharing educational tools beyond its
own credit adviser network, mentoring and presenting the best face to the public.
Directors actively advocate for MFA A, with Mark Haron currently on the
MFA A National Broker Committee and Glenn Lees heavily involved in standards
development through Lixi. "We also give back to the industry though a number of
sponsorships, including all MFA A State Councils across Australia," says Haron.
For the judges, it was obvious from Connective's unique approach to marketing that
it is a company that thinks differently and creatively. Detailed Key Performance
Indicators and tactical initiatives resulted in impressive business results. The
company's dedication to personal and professional development of both members
and staff went one step further to making Connective a stand-out.
1 BUSINESS GROWTH AND PERFORMANCE
• Broker numbers have increased by approximately
25 per cent in the 2012-13 financial year.
• Loan book increased by 27 per cent over the past year.
• Record settlements in October 2013, with more than
$2 billion settled.
2 FAIRER BUSINESS MODEL
• Superior financial offering coupled with quality
service attracts high calibre brokers.
• Allowing brokers to own their trail book, so they can
leave without penalty at any time.
• Non-exclusive agreement that provides brokers
control and flexibility in their businesses.
3 BROKER SUPPORT AND TR AINING
• Rigorous training program, with more than 375
sessions held over the past 12 months.
• Combination of interactive initiatives to meet all
learning and development needs.
• Allow non-member brokers to participate in the
• MFAA participation in learning program through
presentations to representatives.
4 ACTIVE INDUSTRY PARTICIPATION
• Regular speaking engagements at MFAA events and
• Regular media commentary on industry issues.
• Sponsorship of MFAA and active advocacy of
• Mentoring programs aimed at attracting new
5 COMMITMENT TO INNOVATION
AND SERVICE DELIVERY
• Innovation and service delivery driven by the ability
of member credit advisers to leave at any time.
• Continual focus on innovative process improvements
to deliver better outcomes for members.
Mark Haron, Glenn Lees and Murray
Lees, Principals, Connective
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