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ISCOVER
One Network Broking's Managing Director Nick Gurry and Director Jacob Decru are proud of what the team have already achieved and cant wait to start to show the other industry leaders what we have been doing.
How did you start down this career path?
Nick was a Loan Market broker and then decided to start his own franchise in 2016. Jacob was Nick's first trainee and have become the dynamic duo that run ONB today.
What inspires you in your role/industry? Why?
Nick - mentoring our brokers and aligning our ONB business with other like minded brokers to help them improve their businesses.
Jacob - training our brokers on the systems I currently use to ensure I am providing the best service to my clients which then relays as they refer family/friends to me. 95% of my business last year was repeat clients and those clients referring to me.
What's your approach to customer service that separates you from the rest?
We created our CED team - Customer Experience Department - this is a group of very well trained professional CSMs that follow the client through the whole journey. They ensure they build a relationship with each client at the start and then touch base every 2nd day with the client to ensure they are kept up to date. The CSM's liaise with not only the client but the lender on our brokers and clients behalf.
How do you innovate and stay ahead of industry trends?
The power of ONB is the diverse range of departments we have and the extensive relationships we have our stakeholders. With multiple departments we are able to get inside insights first and start to adapt and evolve our culture and processes for upcoming trends/challenges. We are able to get information from, brokers, referrals, banks/lenders, conveyancers, real estate agents - we have created a network of like minded people which keeps an ear to the ground
What is the toughest challenge you've faced in your role? How did you overcome it?
Jacob - building out the CSM team to be able to adapt to the workload or types of deals and the training that goes into that. Nick - understanding what a broker needs before they know they need it. Having the skills and systems in place to help improve those changes. We have dedicated training days each week for our brokers, VA's and CSM's. We ensure we schedule a set time each week to make sure we are on top of everything. We also have a training library online that is used as a reference for everyone.
What are some of your goals for the next 5 years?
1. Realistic goal is to have 50 brokers over 5 locations in Victoria, Tasmania and New South Wales
2. Looking to establish our offshore team further in Manilla
3. Have the largest loan processing team in Australia
To learn more, you may visit the websites:
https://broker.loanmarket.com.
https://www.theadviser.com.au/
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