NAB

What do brokers like most at NAB?

1. Improvements in service and turnaround times

Numerous brokers acknowledge significant improvements in NAB’s service levels, SLAs, and overall responsiveness over the past year, indicating a positive shift in their operational efficiency.

NAB was most highly rated for its turnaround times and upfront valuations

2. Strong valuation system and good policies

NAB’s valuation system (PropertyHub/CoreLogic) is frequently praised for its effectiveness and many brokers find their policies to be generally good and reliable, particularly for certain niche products or situations.

3. Supportive and responsive BDMs (for some)

While inconsistent for others, a significant portion of the feedback highlights that when brokers have a good BDM, they are highly responsive, attentive, and provide excellent support, making the overall experience positive.

What are NAB’s weak spots?

1. Inconsistent and uncompetitive pricing

A frequent grievance is NAB’s pricing, which many brokers find to be uncompetitive, inconsistent (especially compared to carded rates), and often requiring individual pricing requests that complicate the process and lead to channel conflict.

2. Poor post-settlement support and broker access to information

Brokers consistently express frustration with the lack of access to client loan balances and details post-settlement, slow account maintenance processes, and difficulty in communicating directly with assessors or settlement teams for issues after approval.

3. Inconsistent BDM support and offshore assessment issues

Many comments highlight a lack of consistency in BDM support, with some being unresponsive or perceived as overworked. There are also mentions of difficulty understanding offshore credit assessors due to language barriers, leading to reworks and delays.