'Have a mindset focused on always learning and putting your customer first, and you can't go wrong'
In this regular series, MPA catches up with Australia’s best and brightest BDMs and relationship managers to get to know them better. In this edition, Ardele Hammond, a BDM at ING, discusses how she joined the finance industry, what she enjoys most about the role, and what makes for a great BDM.
Full name: Ardele Hammond
Job title: Business development manager
Company: ING
Number of years in the industry: Just over 20 years in the third-party space in Queensland
Location: Brisbane Bayside and the Gold Coast
When and how did you join the finance industry?
I had an opportunity to join a local bank as a junior teller after high school. That opened my eyes to all the different career pathways and opportunities in banking, of which there have been plenty.
What does your current role involve?
I am relatively new in this role, so I am busy meeting and chatting with brokers to understand how ING can be a trusted partner for them and their clients.
How do you assist brokers to grow their business?
My previous experience as a broker and business owner means I can add insight in discussions about the challenges and successes brokers are facing.
What do you enjoy most about your role?
The people. I love a chat, and particularly enjoy learning about all the different types of broker businesses, and different goals and challenges small business owners set for themselves.
What’s the most important advice you can offer to a new-to-industry broker?
Ask all the questions. Have a mindset focused on always learning and putting your customer first, and you can’t go wrong.
How important is broker feedback in ensuring you provide the best service?
It’s super important. Feedback is how we learn what’s working well and how we can improve.
What makes a great BDM or state manager?
It’s always the simple things – like being responsive and knowledgeable. But it’s also important to have the ability to recognise potential hazards or roadblocks that a broker may face by asking the right follow up questions.
If there’s one thing you could change about the industry, what would it be?
There’s no one change – the amazing thing about this industry is we are all making changes all the time to do things better!
Describe your ideal weekend:
Beautiful Queensland weather, some Pilates and a bush walk, good coffee, food, wine and friends.
