MPA Brokers on Non-Banks 2021 - Brand Recognition
Accolades
Media
Milestones
1992
2005
2013
2016
2021
2022
Aussie Home Loans founded
1992
Launch of Aussie retail
2005
Lendi founded
2013
Lendi platform launched
2016
Lendi and Aussie merge to create Lendi Group
2021
Aussie brokers set to be rolled out onto the Lendi platform in late 2022
2022
Merger brings new era of opportunity
It's been a little over a year since the merger between Aussie Home Loans and Lendi shook up the mortgage scene.
Brad Cramb, chief executive of distribution at the Lendi Group holding company, is excited about the future for Aussie’s network of brokers as the value proposition stemming from the merger provides them with an expansive range of benefits.
“Already our network of brokers are experiencing the immediate benefits from the coming together of these two great businesses to create an industry-leading powerhouse,” he says.
The improved ecosystem for loan applications is “super-efficient” and enables brokers to have rich and engaging relationships with their customers.
The tech investment resulting from the merger allows both Aussie and Lendi brokers to manage complex deals and provides improved functionality that translates into richer customer experiences.
“It’s given us an extensive set of resources to continue to invest in our network,” says Cramb.
Aussie brokers in particular are benefiting from the new environment, he says. “Lendi’s proprietary platform technology and unique service model is now being adapted for Aussie brokers, allowing them to be more efficient [and to provide] better customer interactions.”
The Aussie network will formally be moved onto the combined platform later this year, which is set to result in more scalable business, saving brokers time and adding value.
Time and cost efficiencies
Securing a home loan can be a stressful experience for customers, and it’s not without challenges for brokers either. Major challenges brokers face include the time they need to invest in understanding customers’ objectives, alongside liaising with lenders, collecting customer information and managing the demands of a thriving business.
Spotlight
Lendi Group was created in 2021 through the merger of Aussie Home Loans and Lendi to form Australia's largest retail mortgage broker. Both were founded as market disruptors to help Australians get better deals, better rates and better information on home loans. Lendi Group’s platform helps customers compare, apply for and settle loans online, while being supported by a team of experts and brokers who power its brands, products, services and relationships. With a shared history of challenging the status quo, the two brands provide different experiences for customers, with the same goal of helping more Australians achieve homeownership.
Company Profile
>$80bn
Value of LENDI GROUP loan book
1,300+
Number of brokers in LENDI distribution network
> 1 million
Number of home loan customers helped by Aussie since 1992
230+
Number of Aussie retail stores across country
$17.1bn
Value of Lendi Group settlements in 1H FY22
Bio
Spotlight
Milestones
Media
Accolades
Company Profile
Years of experience
20+
tenure at current position
3 years
fast facts
Cramb graduated from the Australian Institute of Directors with an Order of Merit
Brad
Cramb
Chief executive of distribution at Lendi Group
Brad Cramb talks about the big benefits of the merger of Aussie Home Loans and Lendi, with Aussie brokers set for a business turbocharge as they move onto the combined platform
Read on
Brad Cramb,
Lendi Group
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Milestones
2011
2012
2015
2016
2019
2021
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2011
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2012
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2015
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2016
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2019
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2021
Merger brings new era of opportunity
Spotlight
Years of experience
20+
Tenure at current position
3 years
Fast Facts
Cramb graduated from the Australian Institute of Directors with an Order of Merit
On the weekends, he trades his business suit for a wetsuit and can be found searching for the next great wave with his two sons
Karen Adams
Chief executive of distribution at Lendi Group
Before becoming CEO of Fundserv, Karen Adams held a variety of leadership roles around the world – and she learned that listening and understanding are key to both providing service and developing talent
Read on
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More efficient use of time is a key challenge for the industry overall.
“We are sharply focused on removing the time [spent on these tasks] out of brokers’ days, so they can focus on value-adding activities,” says Cramb.
“To us, creating a seamless experience for the customer requires us to facilitate great broker experiences first. Our new broker value proposition is set to deliver huge productivity benefits to our brokers, translating to an improved customer experience.
“By removing costs out of the business for brokers and allowing them to drive more revenue, they can ultimately be more profitable.”
Lendi Group has introduced two solutions for Aussie brokers that will help address some of these challenges head-on.
The first is the deployment of an in-house ‘Associates team’. The Associates establish first contact with company-generated enquiries, qualifying the customer and either directing them to an appointment with a broker, or into a nurture pipeline for specialised contact. This team gathers all the unique details of the customer and collates the documents so that when the customer meets with the broker more substantive issues can be immediately addressed.
“This is a highly efficient process that adds time back into a broker’s day, allowing them to focus on building richer and more efficient customer relationships,” says Cramb.
The other key enhancement also being deployed across the Aussie network is the implementation of Lendi Group’s in-house ‘Client Solutions’ team, who prepare loan documentation on behalf of the broker.
Cramb says the benefits of these two rollouts are already clear, despite only being in the pilot stage.
“From an Associates team point of view, we've seen a doubling of lodgements per month for those brokers who are on the pilot,” he says. “Ultimately, they're being more productive in their time and time usage.”
The results have been similar for the Client Solutions team, and both initiatives will soon be rolled out to the Aussie mobile team on an ‘opt in’ basis.
While tech is at the heart of broker operations for the wider group, Cramb says a key part of delivering these benefits remains the human touch.
“We never lose sight of the fact that this industry, and of course broker interaction, is human led,” he says. “It's a very important part of the value proposition, and it’s a very important part of the model that we’re building for our brokers.”
At the end of the day, using tech to reduce the mundane and repetitious parts of the process allows brokers to spend more time with customers to gather information in a way that only humans can.
Opportunities for growth
The vision for the Aussie retail channel focuses on growing market presence and leveraging existing sites.
“We’re very focused on high-priority sites for now and making sure that we have representation in each of those high-priority sites,” says Cramb.
Improving productivity for existing Aussie franchisees could be achieved by taking advantage of the new processes and systems available to scale their businesses, he says.
“They've invested a lot of time and energy into the Aussie brand, and we're reinvesting this time and energy back into their businesses as we move towards the next chapter of building our productivity per store, per broker, across the country.”
MPA Brokers on Non-Banks 2021 - Foreign Non-Residents
AMA 2021 Non-Bank of the Year Excellence Award
AMA 2021 Best Non-Major Bank BDM
Brad Cramb,
Lendi Group
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“Already our network of brokers are experiencing the immediate benefits from the coming together of these two great businesses”
“Creating a seamless experience for the customer requires us to facilitate great broker experiences first”
“Already our network of brokers are experiencing the immediate benefits from the coming together of these two great businesses”
Victoria, Australia
based in
On the weekends, he trades his business suit for a wetsuit and can be found searching for the next great wave with his two sons
IN PARTNERSHIP WITH
Cramb says part of the return on that investment will come from being able to onboard new brokers more quickly and have them contribute to the bottom line faster.
He is optimistic about the future of the industry and expects the share of loan applications deriving from brokers to grow even more.
The Lendi Group’s unique model is well suited to both new recruits and established brokers looking to start their journey with the group. “Ultimately, brokers have the opportunity to choose their own journey and choose the way that they would like to scale their businesses,” says Cramb.
To enquire about starting your broking journey with Lendi Group, click the button below.
“Creating a seamless experience for the customer requires us to facilitate great broker experiences first”
Brad Cramb,
Lendi Group
More efficient use of time is a key challenge for the industry overall.
“We are sharply focused on removing the time [spent on these tasks] out of brokers’ days, so they can focus on value-adding activities,” says Cramb.
“To us, creating a seamless experience for the customer requires us to facilitate great broker experiences first. Our new broker value proposition is set to deliver huge productivity benefits to our brokers, translating to an improved customer experience.
“By removing costs out of the business for brokers and allowing them to drive more revenue, they can ultimately be more profitable.”
Lendi Group has introduced two solutions for Aussie brokers that will help address some of these challenges head-on.
The first is the deployment of an in-house ‘Associates team’. The Associates establish first contact with company-generated enquiries, qualifying the customer and either directing them to an appointment with a broker, or into a nurture pipeline for specialised contact. This team gathers all the unique details of the customer and collates the documents so that when the customer meets with the broker more substantive issues can be immediately addressed.
“This is a highly efficient process that adds time back into a broker’s day, allowing them to focus on building richer and more efficient customer relationships,” says Cramb.
The other key enhancement also being deployed across the Aussie network is the implementation of Lendi Group’s in-house ‘Client Solutions’ team, who prepare loan documentation on behalf of the broker.
Cramb says the benefits of these two rollouts are already clear, despite only being in the pilot stage.
“From an Associates team point of view, we've seen a doubling of lodgements per month for those brokers who are on the pilot,” he says. “Ultimately, they're being more productive in their time and time usage.”
The results have been similar for the Client Solutions team, and both initiatives will soon be rolled out to the Aussie mobile team on an ‘opt in’ basis.
While tech is at the heart of broker operations for the wider group, Cramb says a key part of delivering these benefits remains the human touch.
“We never lose sight of the fact that this industry, and of course broker interaction, is human led,” he says. “It's a very important part of the value proposition, and it’s a very important part of the model that we’re building for our brokers.”
At the end of the day, using tech to reduce the mundane and repetitious parts of the process allows brokers to spend more time with customers to gather information in a way that only humans can.
“Creating a seamless experience for the customer requires us to facilitate great broker experiences first”
Brad Cramb,
Lendi Group
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