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Non-major focused on improving broker interactions

by Ezekiel MacNevin5 minute read
Mark Vilo

Suncorp has told brokers it is “absolutely committed” to becoming easier to do business with and improving broker interactions, acknowledging that it knows where it has “challenges”.

In a update to brokers, Suncorp’s head of bank intermediaries, Mark Vilo, outlined the non-major bank’s aims and intentions for continued business with the third-party channel over the calendar year.

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Noting that there will be “challenges” over the coming months, Mr Vilo said what he was “most excited” about is “the opportunity to elevate our industry and partner in your success”.

He said: “How many times have I heard the saying ‘change fatigue’ over the last 12 months? Well, a lot. And 2019 won’t change the song book. As our industry continues to evolve to support customer needs and expectations, it’s time to embrace change as the new normal. It’s important to understand that ensuring good customer outcomes is at the heart of industry change.”


As a member of the Combined Industry Forum, Mr. Vilo added that he was “committed to working both with the industry and through [his] role at Suncorp to continue improving lending practices and governance, and restoring trust in financial services”.

He added: “When we say: ‘We’re for brokers’, we mean it. We are absolutely committed to becoming easier to do business with and finding ways to improve your broker experience.”

While the regional bank’s head of intermediaries said the bank knew it was “not perfect”, he added: “[W]e know where we have challenges and are focused on improving our interactions with you and your customers.”

Mr Vilo noted that one of Suncorp’s chief goals for the year is to navigate the changing landscape by modernising tools and resources to help support brokers and keep them and their clients updated, particularly given the changing financial climate.

In the message, Mr Vilo added that Suncorp's focus also remains on education and partnering in broker development and on “getting the basics right”.

This includes striving to deliver competitive home loan and small business offers, providing “transparent and timely information” and updating brokers on their service turnaround times, according to Mr Vilo.

He concluded: “[W]hile I’m not much for New Year’s resolutions, I am committed this year to keeping things in perspective – as they say, don’t sweat the small stuff.

“Finally, thank you for your continued support, your ongoing resilience and frank feedback. The team and I genuinely look forward to continuing working with you so let’s keep the conversation going.”

[Related: Regionals rally behind brokers in RC response]

Non-major focused on improving broker interactions
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Ezekiel MacNevin

Ezekiel MacNevin


Ezekiel is a journalist on the mortgages, property investment and wellness titles at Momentum Media. 

Before joining the team in 2019, he was a freelance journalist for Vice Australia, Pulse Radio and the Sydney-based travel publication Global Hobo, among others. 

Ezekiel studies a double Bachelor of Communications and International Studies at the University of Technology, Sydney.


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