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ING DIRECT has undertaken some ‘hands-on’ training to gain a better understanding of the challenges and needs of mortgage brokers in the current climate.
The company’s head of partnerships, Mark Woolnough, spent a “day in the life” of one of Mortgage Choice’s 600 brokers to see how their franchisees interact with their customers, staff and lenders, and learn more about their business practices.
“The ultimate objective was to experience first-hand the new landscape that has emerged within the broker environment and identify opportunities where lenders and brokers can work more effectively together,” Mr Woolnough said.
Mr Woolnough said he found one of the biggest issues to be a lack of transparency and communication.
“There appears to be a constant struggle for brokers to set accurate and reliable expectations around the future timeframes for their customers,” he said.
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