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6 ways to build better customer relationships while working remotely with our improved broker services

When it comes to broking, we know that providing great customer service matters. We understand what you need to help your clients, so we’ve designed a solution-focused offering to equip you with the tools, service and fast support you need to do your best work. Whether you’re navigating the challenges of managing customer relationships amid COVID-19 lockdowns, or simply want to provide a more seamless service, our support for brokers is better than ever. 

“We’re dedicated to setting our broker partners up for success when it comes to building and maintaining great customer relationships. At Virgin Money, we’ve optimised our processes and services to offer a seamless experience that benefits both brokers and customers now and in the long term,” says Christian York, Virgin Money Australia’s Head of Distribution.

1. Pricing tools at your fingertips

We know your customers want answers, fast. Efficient service is at the core of delivering great customer service, so we’ve made improvements to our Secure Broker Portal, which includes an enhanced pricing request tool. This features an automated first decision for all new lending pricing requests, plus retention pricing for all existing customer requests. It’s easy to navigate and makes the pricing process a simple and efficient task.

2. Streamlined documentation

Not able to meet your customers face-to-face? No problem. Getting documents signed quickly and accurately can be tricky when you’re in the throes of a Covid lockdown or working with customers interstate. To make things easier, your customers can get identified remotely using our remote identification process; which includes the ability to accept electronic signatures on home loan application forms, providing it matches signature on identification documents. The digital acceptance of home loan documents provides customers with the opportunity to electronically receive and sign their Virgin Money home loan documents anywhere, anytime. 

3. Dedicated credit coach

Good customer service means understanding their needs – and no two customers are exactly the same. Have a burning question about a customer’s loan? You’ll have direct access to a dedicated credit coach who’ll be available to answer your queries and to help with complex scenarios, so you can press on with delivering the best results for your customers. 

4. Around the clock support

Our secure online portal makes it a breeze to access, track and manage your customers’ applications. In addition, it offers stepped up self-service at the click of a button. We’re taking support further with an expanded team who you can count on. From local dedicated BDMs who are experienced in your local market and additional Relationship Managers, or your individual experienced state manager, we’re here to help. 

5. Loan status tracking

We’ve made improvements to our Loan Status Tracking tool, to help you save time and keep your customers informed every step of the way. With 24/7 access, this tool allows you to monitor the status of your customers’ applications, including milestone email notifications from lodgment to settlement. We also have daily status email updates available for brokers who have multiple lending applications in progress, making it easier than ever to do business with us. 

6. Access to competitive rates and special offers

We understand delivering great service means putting your clients’ interests front and center throughout the home loan process. One key part of this is offering ways to keep more money in their back pocket. We are currently offering our lowest rates ever, plus a range of other offers and benefits, including:

  • 2-year fixed rate1 1.79% p.a. (2.62% p.a. comparison rate#)
  • $3,000 Cashback* on eligible new refinance loans. 
  • 0.20% bundle offer discount^ off the advertised variable investment and owner-occupied loan.

There are also some great offers for all current and former home loan customers: for a limited time get $2,000 cashback2 when they take out a new purchase loan within 6 months of selling their property mortgaged with us.

Whether your client is in the market for a first home, upgrading to a bigger one, or looking to save interest on a current loan; our BDMs are here to help you create better customer relationships.  

Contact your local BDM today

 

# Comparison rate: Comparison rate calculated on a loan amount of $150,000 for a term of 25 years. For fixed rates, the comparison rate is also based on an LVR of 60.01%-80%. These rates are for secured lending only. WARNING: This comparison rate is true only for the examples given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate. Rates and fees are subject to change without notice. Comparison rate for variable Interest Only loans are based on an initial 5 year Interest Only period. Comparison rates for fixed interest only loans are based on an initial Interest Only period equal in length to the fixed period. During an interest only period, your interest only payments will not reduce your loan balance. This may mean you pay more interest over the life of the loan.

1: Terms and conditions apply. Standard credit assessment criteria applies including debt to income ratios.  Special limited time offer available for new Virgin Money Reward Me Home Loan (Owner Occupier 2 Year Fixed Rate with Principal and Interest repayments) applications received from 30 August 2021. Minimum total lending of $300,000 required.  The amount of the discounted rate is dependent on your loan-to-value ratio (LVR). This discounted offer is only available to eligible customers whose debt to income ratio is less than 6. This offer is not available for the refinance or restructure of existing Virgin Money home loans. The discount under this offer will continue to apply until you request us to vary the loan. Offer can be amended and/or removed at any time at discretion of Virgin Money Australia without prior notice. 

*Special limited time $3,000 cashback offer available for new refinance applications received between 30 August 2021 and 30 November 2021 (inclusive) and that settle by 28 February 2021. Offer available on the Virgin Money Reward Me Home Loan. Minimum total lending of $300,000. Maximum loan-to-value ratio (LVR) of 80%. Not available for the refinance or restructure of existing Virgin Money home loans. Offer can be amended and/or removed at any time without notice. Limited to one $3,000 payment per primary borrower, provided the total amount drawn at settlement across all loans is $300,000. Customers will need to open a Reward Me Home Loan Companion account alongside their Virgin Money Reward Me Home Loan. The $3,000 cashback payment will be credited to the customer’s Reward Me Home Loan Companion account within 60 days of settlement. Applicants should seek their own tax advice in relation to the receipt of a cashback on settlement.

^Terms and conditions apply. Standard credit assessment criteria applies including debt to income ratios. Special limited time bundle offer available for new home loan applications received between 26 July 2021 and 30 November 2021 (inclusive) for customers who apply for and settle both Investment loan(s) and Owner Occupied loan(s) types. Minimum total lending of $75,000 required. Offer strictly available on the Virgin Money Reward Me Home Loan product and the discount does not apply to fixed rate home loans. If you are settling a combination of fixed and variable home loans, the discount will only apply to your variable loan portion as long as the minimum total amount drawn at settlement across all loans is $75,000. Maximum loan-to-value ratio (LVR) of 90% for Investment loans and 95% for Owner Occupied Principal and Interest loans (inclusive of LMI cap). This discounted offer is only available to eligible customers whose debt to income ratio is less than 6. This offer is not available for the refinance or restructure of existing Virgin Money home loans. The discount under this offer will continue to apply until you request us to vary the loan. Offer can be amended and/or removed at any time at discretion of Virgin Money Australia without prior notice.

2Special limited time $2,000 cashback offer strictly available to customers who hold a Virgin Money Reward Me Home Loan, sell their property and pay out the loan (Old Loan) and apply for another Virgin Money Reward Me Home Loan (New Loan) within 6 months of the pay out of the Old Loan. Terms and conditions apply. Standard credit assessment criteria applies. Offer can be amended and/or removed at any time at the discretion of Virgin Money Australia without prior notice. The New Loan application must be received between 1 September 2021 and 26 March 2022 (inclusive), and must settle by 31 August 2022. Minimum total lending drawn for New Loan is $300,000. The New Loan application can occur before, at the same time, or after the customer pays out their Old Loan and must not be a direct refinance or restructure of the Old Loan or any other Virgin Money Reward Me Home Loans. The Old Loan must be discharged between 1 March 2021 and 31 August 2022 (inclusive). The offer is not available if the Old Loan is written off, in collections or in breach of the agreement at the time of discharge. Limited to one $2,000 payment only to the primary borrower. A Reward Me Home Loan Companion Account is required to be opened alongside a Virgin Money Reward Me Home Loan. The cashback will be credited to the Reward Me Home Loan Companion Account within 60 days of settlement. Customers should seek their own tax advice in relation to the receipt of a cashback on settlement.