Media
Milestones
1981
1992
2009-16
2010
2021
2022
Founded through merger of National Bank of Australasia and the Commercial Banking Company of Sydney
1981
Acquires Bank of New Zealand
1992
Acquires wealth management business JBWere
2009-16
Becomes carbon-neutral in its operations
2010
Acquires neobank 86 400 and merges it with UBank division
2021
Acquires Citigroup’s consumer banking business in Australia
2022
Meeting challenges with experience and skill
As lending markets ebb and flow against a backdrop of a changing economy and ever-higher third party originations, NAB is one of the engines that keep the system humming.
Australian Broker asked top business development managers at NAB Broker Distribution and NAB Group company Advantedge Financial Services to lift the lid on what sets their services apart, and how they build thriving relationships with brokers to get great outcomes for customers regardless of the economic climate.
It may seem hard to believe, but the four BDMs Australian Broker spoke to have over 80 years of industry experience between them.
When Advantedge BDM Richard Galvin started out at a regional bank in 1990, local brokers would pop their head in the door on a Monday morning as they dropped off the latest group of loan applications for him to assess.
Spotlight
NAB is Australia’s biggest business lender and one of its largest banks. With more than 32,000 staff, NAB supports more than eight and a half million customers in Australia and overseas across personal accounts; small, medium and large businesses; private clients; government; and institutional activities. NAB’s scale and connectivity help it tackle some of the biggest challenges facing businesses and communities by focusing on climate action, supporting affordable and specialist housing, and backing Indigenous businesses.
NAB Broker Distribution is dedicated to helping brokers deliver the best customer outcomes, supported by a national network of experienced BDMs and dedicated support through every stage of a customer’s home lending experience. As the bank behind brokers, we will continue to invest in the broker channel and uncover the next innovation to make things simpler and easier for our broker partners and our customers.
Company Profile
$6.89bn
NAB Statutory net profit in 2022
35,000+
Number of workers
$333bn
Value of Australian housing lending portfolio
10 million+
Number of customers
31st*
World ranking for bank size as measured by market capitalisation
Bio
Spotlight
Milestones
Media
Accolades
Company Profile
Years of experience
25
tenure at current position
3 years
career highlight
Being picked to lead ORDE's distribution team
National Australia Bank
Executive team profile
NAB and its BDMs have the depth and breadth of market knowledge to help brokers and their customers achieve their goals in any economic environment
Read on
“I’ve seen [broking] evolve from a very disorganised industry to what it has become today with everything online and digital”
Richard Galvin, Advantedge Financial Services
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Milestones
2011
2012
2015
2016
2019
2021
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2011
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2012
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2015
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2016
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2019
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2021
Meeting challenges with experience and skill
Spotlight
Karen Adams
Executive team profile
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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Share
Read on
His career stretches from the era of in-person and community connections to the emergence of AI, which means that Galvin has spent most of his working life in a constant state of learning.
There is very little he doesn’t understand about banking or broking, and he also has first-hand experience of working as a broker.
“This experience helps me understand the great value of a good BDM to a broker. Being able to see both sides of the picture can make all the difference,” he says.
Galvin says the broking industry has come a long way since the early 1990s. “I've seen it evolve from a very disorganised industry to what it has become today with everything online and digital.”
A high level of mastery isn’t unusual at NAB. BDM Kelly Tietjen has 22 years of experience in finance and can deploy her knowledge at will in any lending situation.
“I consider myself a one-stop shop where I can help on numerous things. I generally answer most questions on the spot,” she says. “I thrive on sharing my knowledge and aim to be as helpful and resourceful as possible.”
The breadth of experience across different disciplines is also impressive.
“After 14 years of industry experience working as a banker and BDM across two major banks, I’ve gained extensive knowledge of residential mortgages, third party and commercial lending – this has allowed me to have a holistic understanding of the lending landscape,” says NSW-based NAB BDM William Xi.
Xi prides himself on being able to convey his knowledge of these markets effectively to brokers.
“Making complex deals simple and creating a seamless experience for all parties involved is what I enjoy the most,” he says.
Xi ensures that his knowledge of both products and the markets he works in remain current through regular scenario and technical workshops.
Kelly Tietjen, NAB
“These workshops also assist to ensure my brokers have high-quality submissions and first-touch loan approval,” he says.
Commercial BDM Chatay Tekin is another who can see the lending relationship from more than one perspective due to his earlier career. Tekin was previously involved in debt collection but made the transition to small business banking.
“This move allowed for the application of expertise in understanding clients’ financial challenges gained from experience in collections to now assisting small businesses in achieving their growth objectives ... the transition fostered more personalised and empathetic client interactions, leading to increased trust and rapport,” he says.
Tekin is a typical example of a BDM who can put themselves in the customer’s shoes – a quality that many at NAB seem to possess.
A knowledgeable BDM is a valuable resource for brokers and customers in good times, but perhaps even more so when the economy is testing. The series of rapid rate increases from the Reserve Bank of Australia since 2022 has come as an unpleasant surprise to some, and the BDMs understand the pain that some customers are feeling.
“I think it’s been very tough this year, particularly the rate rises over the last 12 to 18 months – they’re having an effect now with fixed rates rolling over to rates that are around three times what they were when they were fixed. This is making a difference to cash flow,” says Galvin.
The signals are somewhat mixed on where markets are headed, but this only means that the value of a good BDM is at a premium.
“I’ve seen [broking] evolve from a very disorganised industry to what it has become today with everything online and digital”
“I consider myself a one-stop shop where I can help on numerous things. I generally answer most questions on the spot”
“I’ve seen [broking] evolve from a very disorganised industry to what it has become today with everything online and digital”
1999
2003
2007
2015
2020
2021
Joins NAB as executive broker distribution
2021
Becomes head of private wealth north at Westpac
2020
Appointed head of asset finance at CBA
2015
Named captain of the Waratahs
2007
Named vice-captain of Australia's Rugby World Cup team
2003
Waugh debuts as a professional rugby player with the Waratahs; makes Test debut with the Wallabies
1999
Milestones
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Kelly Tietjen
Business Development Manager, NAB Broker Distribution QLD
William Xi
Business Development Manager, NAB Broker Distribution NSW/ACT
Richard Galvin
Business Development Manager, Advantedge Financial Services
Chatay Tekin
Business Development Manager, NAB Small Business
More
Find out more
Find out more
La Trobe Financial head of distribution Michelle Bannister shares her career journey, hoping to inspire more women to join the finance industry
Published 16 Oct 2023
A long and extensive track record
Well-rounded knowledge
Facing challenges head-on
12
YEARS IN THE INDUSTRY
Chatay Tekin
Business Development Manager, NAB Small Business
33
YEARS IN THE INDUSTRY
Richard Galvin
Business Development Manager, Advantedge Financial Services
Kelly Tietjen
Business Development Manager, NAB Broker Distribution QLD
22 (15 with NAB Broker Distribution)
YEARS IN THE INDUSTRY
The BDMs
14
YEARS IN THE INDUSTRY
William Xi
Business Development Manager, NAB Broker Distribution NSW/ACT
“I have trained with Lou Ferrigno at Golds Gym in Venice Beach”
FUN FACT
“I remember when local brokers would physically drop off applications on a Monday morning when I worked as a lending officer at Bankwest in Perth, in 1990”
FUN FACT
“I recently became a father to a baby girl named Dilara, which has been life-changing. I’m also AFL Fantasy Footy obsessed – this is my 10th consecutive year playing”
FUN FACT
“I am a licensed reptile breeder and keep some of the rarest species of Australian gecko”
FuN FACT
“I think there’s a lot of uncertainty still out there. Personally, I think that brokers will continue to play such an important role in navigating the customers through this uncertain time,” says Tietjen. She feels that as housing is a basic necessity, the residential mortgage market will not see much more downside.
Refinancing is a major theme that is continuing to play out.
“Advantedge and NAB are very focused on the refinance market, helping brokers give their customers a better deal … [people] might have taken a specialist loan a couple of years ago, when rates were low and it was an easy way to go forward – but it could be at a much higher rate these days,” says Galvin.
Part of an NAB BDM’s job is to make sure brokers consider NAB when the time counts.
“I think it’s still a bit of a challenge where some customers are paying a higher rate, and they are potentially stuck with their current lender. My plan to help with that is just to make sure that the brokers are aware of how good we are on pricing through our pricing tool,” says Tietjen.
On the business side, brokers are well aware of what’s at stake for SMEs.
“Small businesses are the engine room of the Australian economy, and we want to make sure it’s vibrant, interesting, exciting and appealing,” says Tekin.
He sees regulatory change as a potential challenge for businesses, which means that staying up to date with industry trends and changes is essential for a BDM to tailor solutions to a wide range of SMEs.
“Being proactive, adaptable and persistent in your efforts will position you well to succeed as a commercial BDM.”
“Making complex deals simple and creating a seamless experience for all parties involved is what I enjoy the most”
William Xi, NAB
Xi is watching with interest the headline figures around inflation alongside the pause in RBA rate rises. He is looking forward to the second half of the year when he expects conditions to improve.
“The government continues to release more spots for the First Home Loan Deposit Scheme to assist first home buyers who have at least 5% deposit to enter the market – I’m actually quite positive.”
Galvin also sees green shoots coming through over the next 12 months. Currently based in Queensland, he has his eye on how the market continues to change in terms of technology and how this might affect customers.
He points to the growing use of algorithm-based credit-scoring tools as something for brokers to be aware of in terms of how they can affect credit scores regardless of whether or not a loan is taken out.
“This data-based assessment can be difficult for borrowers to understand ... I feel more awareness is needed for customers and brokers to understand the implications of making numerous enquiries for finance,” Galvin says.
Tietjen says the use of AI in credit-scoring is just the latest in a rapid succession of advances that are impacting the world of finance.
Green shoots and the future
“The transition [from debt collection to commercial BDM] fostered more personalised and empathetic client interactions, leading to increased trust and rapport”
Chatay Tekin, NAB
“Even just a couple of years ago the broking industry was still too paper based, but since COVID, technology has really stepped up in leaps and bounds across the board. NAB continues to lead the charge – our simple and digital strategy is making a real difference. We are now digital start to finish, and the digital signing of mortgages is making the whole process more efficient and streamlined,” she says.
Indeed, it seems there is hardly an area in finance that isn’t a candidate for some kind of tech wizardry. Generative AI is sure to transform work across many industries, with the implications for the banking sector potentially game-changing.
This is hardly surprising to the BDMs, who have been at the coalface of such change for many years.
“To me, change is actually a norm these days. We’ve come a long way as an industry, but there is always more work to be done,” says Xi.
“There are many potential roadblocks that customers may encounter along the way, but at NAB we want to create a less stressful experience and more transparency during the process.”
Advantedge Financial Services Pty Ltd (Advantedge) has been delivering simple, quality home loans with great service to Australians for over 25 years. Part of the National Australia Bank (NAB) Group, Advantedge is Australia’s leading wholesale funder and distributor of white label home loans through an extensive network of mortgage brokers in Australia under the brands of mortgage aggregators. This includes PLAN Australia, FAST, Choice Aggregation Services, Australian Finance Group, Connective, Mortgage Choice, Smartline, Astute, Loan Market, Finsure, LJ Hooker Home Loans, Yellow Brick Road Home Loans and Vow Financial.
*According to ADV Ratings, 2023
31st*
World ranking for bank size as measured by market capitalisation
$333bn
Value of Australian housing lending portfolio
10 million+
Number of customers
35,000+
Number of workers
$6.89bn
NAB Statutory net profit in 2022
NAB is Australia’s biggest business lender and one of its largest banks. With more than 32,000 staff, NAB supports more than eight and a half million customers in Australia and overseas across personal accounts; small, medium and large businesses; private clients; government; and institutional activities. NAB’s scale and connectivity help it tackle some of the biggest challenges facing businesses and communities by focusing on climate action, supporting affordable and specialist housing, and backing Indigenous businesses.
NAB Broker Distribution is dedicated to helping brokers deliver the best customer outcomes, supported by a national network of experienced BDMs and dedicated support through every stage of a customer’s home lending experience. As the bank behind brokers, we will continue to invest in the broker channel and uncover the next innovation to make things simpler and easier for our broker partners and our customers.
Company Profile
It may seem hard to believe, but the four BDMs Australian Broker spoke to have over 80 years of industry experience between them.
When Advantedge BDM Richard Galvin started out at a regional bank in 1990, local brokers would pop their head in the door on a Monday morning as they dropped off the latest group of loan applications for him to assess. His career stretches from the era of in-person and community connections to the emergence of AI, which means that Galvin has spent most of his working life in a constant state of learning.
The breadth of experience across different disciplines is also impressive.
“After 14 years of industry experience working as a banker and BDM across two major banks, I’ve gained extensive knowledge of residential mortgages, third party and commercial lending – this has allowed me to have a holistic understanding of the lending landscape,” says NSW-based NAB BDM William Xi.
Xi prides himself on being able to convey his knowledge of these markets effectively to brokers.
“Making complex deals simple and creating a seamless experience for all parties involved is what I enjoy the most,” he says.
Xi ensures that his knowledge of both products and the markets he works in remain current through regular scenario and technical workshops.
There is very little he doesn’t understand about banking or broking, and he also has first-hand experience of working as a broker.
“This experience helps me understand the great value of a good BDM to a broker. Being able to see both sides of the picture can make all the difference,” he says.
Galvin says the broking industry has come a long way since the early 1990s. “I've seen it evolve from a very disorganised industry to what it has become today with everything online and digital.”
A high level of mastery isn’t unusual at NAB. BDM Kelly Tietjen has 22 years of experience in finance and can deploy her knowledge at will in any lending situation.
“I consider myself a one-stop shop where I can help on numerous things. I generally answer most questions on the spot,” she says. “I thrive on sharing my knowledge and aim to be as helpful and resourceful as possible.”