"I love what I do," says former banker
BDM in the Spotlight and State Manager in the Spotlight stories are part of a regular series featured in MPA, giving brokers insight into the lives of some of the country’s leading relationship managers.
MPA spoke to Bankwest broker development manager Lisa Vicentini (pictured above) about how she supports brokers, her favourite part of the job and what sets successful brokers apart.
With 19 years’ experience in the industry, 12 of them within the third party channel, Vicentini entered the banking industry at the age of 20. She started out as a teller for a big four bank, before working in various banking roles, including as personal lending manager and second in charge at the branch.
Working in the family restaurant during school holidays and after school shaped the person she is today, including her work ethic, Vicentini said.
Name: Lisa Vicentini
Years in the industry: 19
Company: Bankwest
Location: Sydney
Briefly describe your role and how you support brokers:
No day is the same. Most of my days are spent visiting brokers, whether it be in their offices, a local coffee shop, PD days or via online meetings. Through these meetings, I get to know them and their business, find out their ‘why’ and how I can support them.
I support brokers not only by helping them with easy, smooth transactions but also by working with them to look for solutions to scenarios that aren’t so black and white. In cases where things don’t go so smoothly, I’m there to help.
I feel fortunate to work for Bankwest, as it has a fantastic value proposition and continually looks for ways to be innovative and support our brokers.
Read more: Bankwest named best non-major lender in three states
A goal that you aim to achieve in your role this year?
Being fairly new to Bankwest, my goal is to get in front of and personally meet as many of my brokers as possible.
I want to get to know them at a business and personal level, understand their operating rhythm and share with them the amazing things Bankwest has to offer their business.
What’s your favourite part of the job?
I love what I do, and I love creating value. I’m passionate about the industry and enjoy looking for opportunities to really make a difference to a broker’s business.
I enjoy seeing brokers achieve success in both their business and personal pursuits, from a broker entering the industry who becomes a top 20 broker under 30 years old, to setting a goal of running a marathon and achieving it.
Brokers often send me photos of their customers standing in front of their new home after they thought they would never be able to buy. Sometimes, they’re accompanied with a little note to say thank you for being part of the process, acknowledging a person’s circumstances.
It’s so rewarding to be part of their journey to become homeowners, realising these are not just transactions: at the end of every deal is a customer.
I enjoy the diversity of brokers I speak with and feel very fortunate to meet and work with so many different personalities and communities.
What sets successful brokers apart?
Customer focus and exceptional people and relationship-building skills.
The best brokers provide more than just a low rate for their customers. They continuously educate themselves and stay up to date with changes, remain calm under pressure and are well organised.
They truly understand their business which means they can tailor solutions for their customers. They have a well-established network within the industry and seek assistance when required.
One of our brokers wows his customers by remembering their life events such as a birthday and/or the anniversary of their loan and keeps in close contact with all of them.
Read more: Brokers pivotal to succcess of Bankwest portal
Something you’d like brokers you deal with to know
That I genuinely care about their business, their business goals and their well-being – and that I love what I do.
I’m passionate about achieving the right customer outcomes for our mutual benefit.
What’s your best saving tip?
To set a savings goal and allow small rewards when a certain milestone is reached, e.g. at $2,000 to go for a massage, at $10,000 to have a weekend away.
To limit spontaneous purchases by holding off on the purchase for a few days: chances are, the item will be forgotten by then.
Describe your ideal weekend
It would be spent anywhere where I can explore new places, new cultures and do things that push me outside of my comfort zone.
I picture riding a motor bike in Vietnam (organised chaos), or white-water rafting in Cambodia with little monkeys swinging from the trees above throwing nuts at my head. On the more relaxed side, I enjoy spending time with family and friends over a nice meal, banter and laughter.
