Mortgage Brokers

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GUEST OBSERVER
Businesses need to operate in rapidly changing conditions and this has many brokers wondering how do they grow – or in many cases, simply how to stay afloat in an increasingly tough industry.
Brokers can stay ahead of the curve by focusing on ten key areas.
1. Process improvement
Continually seek out opportunities to complete processes in your business faster and more efficiently. As a broker, you will obtain greater business results if you are not the only resource in your business. If you are, review the alternative options for completing key tasks, to maximise your output and 'income producing hours'. This could include how you capture your clients supporting documents, or outsourcing the file management of your loans.
It helps to set time aside each month to review business processes. Document all the tasks in the business, identify clear steps in each of the processes, and then seek out alternative ways to deliver these processes.
2. Customer feedback
"Feedback is the breakfast of champions" (Ken Blanchard) has never been more applicable than in the digital age where customers are inclined, and encouraged to share their thoughts. The best way to improve your business is to ask the person who just used your services for feedback, and then actively respond to their insights. It’s invaluable and directly feeds into process improvement.
3. Customer referrals
There are three rules when it comes to asking for referrals: ask for them, ask for them, and ask again!
There are also four key points during the customer journey that you should ask for referrals:
<ul>
<li>When you first meet or engage – ask how the customer heard about your business and let them know how import_ant client referrals are to growing your business.</li>
<li>At Conditional Approval - ask the customer if they know of anyone else who is currently seeking financing or advice that you could assist.</li>
<li>Upon Settlement - refine and personalise the question about who the client may refer i.e. do they know of anyone at their school or sporting club (whatever is applicable) who may benefit from your services.</li>
<li>When you ask customers to rate your performance.</li>
</ul>
4. Online referrals
The ‘gold standard’ of a broking business is to secure 5-7 key referral sources. Given that a large proportion of borrowers do their research online, broker businesses should now consider an online lead opportunity as part of their referral network.
5. Time expenditure
Review how you can reduce time wastage in your business and maximise your output. For example, offices are more than simply a 'cost' to a business. Numerous points of research have shown that brokers with a permanent office are more profitable than brokers who drive to meet their appointments. This makes sense as 'income producing hours' are not being spent in a car.
6. Diversified business model
A single broker, offering one product is no longer a sustainable business model. Customers are time poor and require a holistic discussion regarding their financial position. It is beneficial to have key partners within the business to assist with the full suite of client requirements, as well as align with two or more brokers in order to leverage office support and reduce broker effort on administration tasks.
7. Performance tracking
The brokerage business is mostly a numbers game. If you know your ratios and current performance, you know how many leads you need to attract in order to write your annual settlement target.
Generally, industry statistics for leads to lodgement is 60%; and lodgement to settlement is 80%. If a broker applies their average loan size, then it is possible to calculate the total loan volume forecast within a year.
8. Monthly marketing strategy revamps
Marketing is a key aspect to growing your business. Ideally you should be implementing a new initiative each month. It can help to brainstorm 10-11 ideas for the year and then select one to implement each month, starting with the initiative that provides the ‘biggest bang for your buck’.
9. Business disruption
"If you are not disrupting your own business, someone else is" (Andy Groves).
Every broker should ask themselves whether they think they or their business is changing at a faster pace than their customers, or whether their customers are moving and changing at a faster rate than their business.
Implement an 'ideas jam' to see how you can disrupt your own business to continually improve and change. Even small steps can make a huge difference.
10. Work-life balance
Running your own business is challenging and will stretch the best of us, but it is important to keep balance and enjoy the opportunity. Success is the journey, not the destination.
Siobhan Hayden, is chief operating officer of HashChing and can be contacted <a href="https://www.hashching.com.au" target="_blank">here</a>.
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10 things mortgage brokers should focus on to maximise returns: Siobhan Hayden

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<img src="https://counter.theconversation.edu.au/content/57114/count.gif" alt="The Conversation" width="1" height="1">
GUEST OBSERVER
The Australian Securities and Investments Commission (ASIC) inquiry into the way mortgage brokers are paid may uncover some isolated shady dealings but the system of remuneration for brokers is already regulated well enough by intense competition.
Assistant Treasurer Kelly O’Dwyer announced the inquiry last year in line with recommendations from the Financial System Inquiry and ASIC recently commenced the inquiry with a scoping paper. The focus is likely to be on whether the advice of brokers is in the best interests of the customers.
As always, there are questions about whether the remuneration incentives for brokers distort their advice. And, again as always, there are questions about whether the fact that big banks own some brokers leads these brokers to favour the products of their owners, and not necessarily to offer the products most appropriate to the customer.
In many ways, the inquiry is just part of the ongoing reviews of different parts of the finance sector. The same arguments are likely to be rehashed.
In announcing the review, ASIC Commissioner Peter Kell was clear that:
“We are focused on consumer protection issues in the context of personal credit products, ranging from small amount credit contracts through to home loans."
There has been some discussion in the press that loans organised by brokers default at a higher rate than loans written by banks. The Australian Prudential Regulation Authority (APRA) might regard this as a concern for financial stability, but ASIC will be concerned with whether people are getting loans they really should not be. The focus will clearly be on consumer outcomes.
It’s worth looking at the mortgage broking sector mainly because it has been growing rapidly and is now quite big. About half of all mortgages are provided through brokers, up from 40 percent a decade ago. The upfront commissions for brokers are about 0.5%, which yields annual revenue of close to A$2 billion.
So it is a big and rapidly growing financial sector and ASIC has duly been charged to have a look around for problems. Australia already has laws addressing any concerns. The National Consumer Protection Act has, since 2011, put the onus on providers to act in the best interests of customers. ASIC is really just checking up that the law is being complied with.
While there may be some bad behaviour, it is hard to see what the concern is. People have a choice.
They can go to their own financial institution and buy a mortgage direct from the manufacturer. Alternatively, they can look around among financial institutions to find the mortgage that works for them.
Now they can also go to one of the dozens of mortgage brokers to see if one of them can find a better deal. From the customers’ point of view, there are hundreds of retail outlets (banks and mortgage brokers) offering mortgages.
The fact that mortgage brokers are taking market share away from the banks suggests that customers really appreciate the mortgage broker effectively cutting the buyer’s cost of searching.
There shouldn’t be a problem with the banks paying the broker for delivering the customer, as there is a clear cost saving to the bank. It does not need to have as many branches or as many staff.
Seen from the bank’s point of view, it can originate the mortgage through its own branch and incur some overhead and running costs, or initiate the loan through the broker channel and pay the broker for its overhead and running costs.
Ultimately, the client is buying a product, in this case a mortgage. The price the customer pays is transparent, as are the terms and conditions.
If brokers were not providing a good service, customers could easily swing back to searching for their own mortgage among the banks, or simply walk down the street to another broker. Smart customers will thus keep the providers honest and make sure competition works as it should.
There is a not a lot of academic research into the issues associated with remunerating mortgage brokers. What there is tends to be from the US, which has not had a good record in managing mortgages over recent years. The most relevant paper suggests that loan quality can be improved though requiring registration, higher education standards and continuing education and/or by requiring brokers to post bonds.
The ASIC inquiry will uncover more information about the sector. It may also find some people have behaved badly (as in any area of human endeavour), but it’s hard to see a significant structural problem in a very competitive market.
Rodney Maddock is vice chancellor's fellow at Victoria University and Adjunct Professor of Economics, Monash University and author for The Conversation. He can be contacted <a href="https://theconversation.com/profiles/rodney-maddock-107543" target="_blank">here</a>.
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Mortgage brokers: ASIC goes fishing

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The Customer Owned Banking Association (COBA) has outlined three specific areas of banking reform that would allow customer owned banks to serve the needs of more Australians in its submission to the House of Representatives Standing Committee on Economics Inquiry into Home Ownership.
The three areas are: improving banking competition, making it easier for Australians to save for a deposit, and consumer-empowering reform to mortgage brokers.
COBA has many concerns about the current arrangements in the mortgage broker market.
"A number of consumers incorrectly believe that mortgage brokers have access to the products of all lenders. They don’t. A significant number of banking institutions, including many from the customer owned sector, do not make use of broker channels. 
"Brokers are only required to recommend a loan that is ‘not unsuitable,’ a far cry from the best home loan for the customer, and possibly not even a particularly good product for the individual. 
"COBA is also concerned about the lack of disclosure regarding the level of vertical integration within the finance industry. According to the Mortgage and Finance Association of Australia, aggregation/broking groups that are owned by the big four banks, totally or substantially, comprise an estimated 40 per cent of mortgage brokers. 
"COBA notes the current arrangements adopted around mortgage brokers can create an incentive for them to optimistically assess loan serviceability (i.e. the capacity of the customer to meet regular repayments). 
"Often, a mortgage broker has an incentive to advise a customer to take out a larger loan, rather than the loan that is in the customer’s best interest. 
COBA suggests that the Economics Committee Inquiry into Home Ownership supports the FSI’s findings about regulators and competition. 
"The Financial System Inquiry (FSI), chaired by David Murray, has delivered a blueprint for a more competitive banking market, which would benefit home buyers through increased choice, greater bargaining power, downward pressure on loan pricing, and product innovation."
"A more competitive banking sector will deliver sustainable positive outcomes for all banking customers, including home loan customers. 
"Customer owned banking institutions were strong supporters of First Home Saver Accounts (FHSAs), and were disappointed to see this initiative abolished in 2014. While the product had some limitations and significantly underperformed in terms of uptake, COBA believes that a better targeted product could deliver significant benefits to aspiring FHBs [first home buyers]. 
COBA recommends that consideration be given to introducing a scheme designed to assist first home buyers to save a home deposit. 
Another recommendation is that the tax rate applied to deposits be reduced to place them on a more equitable tax footing relative to other investment options. 
"Stamp duty represents a significant additional upfront cost to home buyers, and is a further barrier standing between FHBs and their first home. While State and Territory governments do provide stamp duty relief in some circumstances, the eligibility requirements are often quite restrictive.
"COBA is also concerned about the level of concentration and vertical integration within the broker market. We believe consumers deserve clearer information so they know who they are dealing with, without having to wade through fine print to uncover ownership structures. 
"[COBA recommends] That the Committee consider reforms designed to improve transparency and the level of consumer education about mortgage brokers. 
"COBA believes that the implementation of these recommendations would improve the operation of the home finance market, and help customer owned banking institutions help more Australians. 
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Consumer-driven reform needed for mortgage brokers: Customer Owned Banking Association

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Australian homeowners are skeptical about receiving unbiased advice from a bank when it comes to refinancing a home loan, according to research commissioned Mortgage Choice.

The research reveals two out of five (38%) homeowners are either in the process of refinancing or are considering making the move to a new loan.

However, 53% of homeowners are wary that if they speak to a bank they won’t be advised if they could get a similar or better home loan deal elsewhere. One in two (49%) homeowners feel that banks don’t always have their best interests at heart.

High levels of trust for mortgage brokers 

The survey results confirmed that a significant majority (94%) of Australian homeowners say they trust the loan recommendations made by a mortgage broker.

For half (55%) of the respondents surveyed, the number one benefit of partnering with a mortgage broker during the refinancing process is professional support comparing loan options, rates and features. For 45% of refinancers, a mortgage broker streamlines the process, “saving time and hassle”.

“Faced with what can be an overwhelming choice of home loans, homeowners want to be confident they are making the move to a loan that will improve their financial wellbeing through a lower rate, improved loan features, or both," Susan Mitchell, CEO of Mortgage Choice said.

“While banks can provide information on their own product suite, they do not have an in-depth understanding of competitors’ products. That is why I urge borrowers in the market for a better deal to engage the help of an experienced mortgage broker to learn what other options they have,” she added.
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Mortgage Choice found 53% of homeowners are wary that if they speak to a bank they won’t be advised if they could get a similar or better home loan deal elsewhere

urban.com.au

Australians are skeptical about receiving unbiased refinancing advice from banks

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EXPERT OBSERVER
Labor's Bowen and Shorten had insisted they'd adopt all of the Royal Commission recommendations sight unseen - a pretty much ill-advised idea when you think about it - ostensibly because they wanted to be seen as 'tough' on the banks, but just as likely to put pressure on the government to clamp down on lending and credit further.
What the ALP think-tanks hadn't foreseen is the major banks getting off relatively lightly and some cataclysmic reforms recommended for the mortgage broking industry, especially in terms of commission structure.
The initial reaction from Bowen, on his Twitter feed, seemed to misread the mood:
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<div class="separator">The Coalition (and apparently even the Reserve Bank Governor) believe that ramming through such wholesale changes to the broking industry warrant caution, since they'd reduce competition in the market, line the pockets of the 4 major banks as they carve up more market share, and decimate the mortgage broking industry, putting thousands of brokers out of business.</div>
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 My view is that overwhelmingly brokers add value to consumers, and help borrowers to navigate the maze. Some of the information put forward by the banks during the hearings was misguided at best, misleading at worst. Although naturally a 'best interest' test must be enforced, the existing model is superior to a potential fee-for-service alternative.</div>
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<div>It'll be interesting to see whether Bowen is so in favour of implementing all recommendations now.</div>
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<div>If I was a betting man I'd say the ALP will demur on this point, or give a waffling or non-committal answer...else they'll face instantly losing the votes of 16,000 brokers. </div>
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<div>Of course, they might well decide that they don't need those votes anyway given signals from internal polling, but let's see what their response is, if any. </div>
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<div>PETE WARGENT is the co-founder of AllenWargent property buyers (London, Sydney) and a best-selling author and <a href="https://petewargent.blogspot.com/" target="_blank">blogger</a>.</div>
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Royal Commission backfires on mortgage broker reform: Pete Wargent

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EXPERT OBSERVER 
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<div>What a win it's been for the major banks last week.</div>
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<div>Hearteningly there's been sensible commentary aplenty about the misguided recommendations on the structure of mortgage broking, which don't make any sense with a 'real world' hat on. </div>
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As prominent industry stalwart John Manciameli has pointed out, imagine the outcry when banks raise mortgage rates off the cuff by 50 basis points on 'funding cost pressures' (or whatever) and customers have to pay another $5,000 fee to refinance out of their loan (leaving the borrower paying $10,000 just to get in and out of the deal). Just one of a thousand potentially daft scenarios. 
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<div>Everyone agrees that there should be a 'best interest' imperative for mortgage brokers. </div>
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<div>But commission structures should be left alone, and the scenarios being discussed would just load even more power into the four major banks. If broking ain't broke...</div>
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<div>PETE WARGENT is the co-founder of AllenWargent property buyers (London, Sydney) and a best-selling author and <a href="https://petewargent.blogspot.com/" target="_blank">blogger</a>.</div>
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Banks flying high; mortgage brokers thrashed: Pete Wargent

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ASIC has permanently banned mortgage brokers Xiaoyi (Jeff) Zhao, Jun (Leo) Ma and Liang (Victor) Zhang from engaging in credit activities.
Messrs Jeff Zhao and Leo Ma were mortgage brokers and directors of Sydney Global Investment Pty Ltd, which formerly operated a finance brokerage business in Sydney that traded as X Finance Group.  Mr Victor Zhang was also a mortgage broker and lending manager at X Finance Group.
ASIC found that between July 2015 and February 2016 Messrs Zhao, Ma and Zhang were knowingly or recklessly involved in the provision of false employer letters and/or pay slips to Westpac Banking Corporation to support 21 home loan applications lodged on behalf of customers of X Finance Group. 
<ul>
<li>ASIC found that the companies nominated in the letters and payslips were based in China;</li>
<li>customers concerned were not employed by these companies; and</li>
<li>pay slips provided income figures that were much greater than the customers' actual incomes.</li>
</ul>
As a result of that conduct, Westpac financed over $17M in home loans in reliance on false documentation.
Messrs Zhao, Ma and Zhang have the right to seek a review of ASIC's decision to the Administrative Appeals Tribunal.
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Fraudster mortgage brokers at X Finance Group banned by ASIC

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Australian mortgage broker, Aussie, has launched a major expansion plan to recruit 200 new brokers in 2020 and increase retail stores to 300 nationally by 2023, as its business model proves to be resilient during the COVID-19 crisis.
“Our brokers are self-employed, however they are far from operating alone. We have always provided industry leading training, support, and mentoring to help them get their businesses up and running. We believe providing our newest brokers remuneration during this period will help give them the kick start they need to become successful and long-term brokers with Aussie,” said Aussie CEO James Symond.
On the successful completion of the training program, recruits will be qualified for a Certificate IV in Mortgage Broking and could be on their way to a full Diploma in Mortgage Broking over a 12-month period.
“We’re delighted to be providing people the opportunity to gain new skills and qualifications, particularly during this time,” added Mr Symond.
The recruitment campaign is part of Aussie’s larger investment campaign into technology, marketing, and broker support.
“We are increasingly receiving inquiries from new and existing customers keen to take advantage of historically low interest rates and understand their options,” Mr Symond concluded.
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