When brokers and lenders clearly understand customer circumstances and end goals, it can lead to more successful outcomes for borrowers. Communication is key to achieving this. Non-bank lender Liberty understands the importance of communication and implements a service-first approach to help brokers support more business owners.

Workshop with the lender

Liberty encourages brokers to engage directly with underwriters to facilitate a greater understanding of individual customer circumstances and needs. Liberty group manager – commercial, Matthew Heinnen, emphasised the importance of this level of communication as it could make a significant difference.

“As business borrowers each have unique credit histories and growth plans, we take a holistic approach to finding tailored solutions,” Heinnen said.

“We don’t just tick boxes; we spend time understanding all factors and how they relate to the data presented.”

Liberty believes maintaining open lines of communication with brokers is crucial to fully understanding each application. Heinnen said the process is often more nuanced than a simple approval or denial.

“We’re excited to take calls from brokers and this strong communication sets us apart. We also have a significant number of Business Development Managers (BDMs) around Australia supporting our business partners,” Heinnen said.

Focus on service and ease

Liberty commercial loans are designed with flexibility in mind, combining 30-year terms and LVRs up to 80 per cent, as well as interest-only options up to five years.

Liberty helps free-thinking borrowers achieve property goals sooner with options including low doc suitable for self-employed borrowers, short term, and low rate loans.

Alongside these solutions, Liberty prides itself on making the process stress-free for brokers and their customers.

“We want to help brokers be the superhero for their clients, so we focus on engaging with them and unpacking their customer’s needs,” Heinnen said.

“During the application process, we communicate clear timelines so the broker knows what’s coming and when. It’s critical that we deliver on what we say we’re going to.”

Engagement supports great outcomes

A customer was recently looking to purchase a commercial warehouse through their SMSF to accommodate business growth. After being declined by another lender, their broker reached out to Liberty.

Given the complexities of the customer’s financials, Liberty’s underwriting team and BDM investigated further to gain a comprehensive understanding of their business performance and wealth planning strategy.

“By engaging with the customer’s accountant, financial planner, and broker, we were able to approve the loan and support the customer’s investment goals,” Heinnen said.

“We understand that individual situations require personalised solutions and we’re skilled at finding what could work for each borrower.”

For more information, visit liberty.com.au/broker or call 13 11 33.

Approved applicants only. Lending criteria apply. Fees and charges are payable. Liberty Financial Pty Ltd ACN 077 248 983 and Secure Funding Pty Ltd ABN 25 081 982 872 Australian Credit Licence 388133, together trading as Liberty Financial.