This broker's team provides digitally savvy customer service
Option Finance Australia head of sales and training and AMA 2017 Broker of the Year (specialist lending) Oliver Li attributes his business’s tremendous growth over the past couple of years to consistent customer service.
“All of our brokers are committed to providing the best customer service, and are highly engaged with our clients,” Li told MPA. “They will more likely remember our service, and refer us to their friends and family.”
In maintaining constant communication with clients, Li is more inclined to use messaging apps such as WhatsApp and WeChat than emails, which he believes clients check less frequently.
His brokers also make use of WeChat to foster a stronger sense of teamwork. The app allows them to communicate issues any time, and not just during weekly sales meetings where they talk about scenarios, policy updates, and ways they can help each other.
“Every broker is highly self-motivated, but having that unity and transparency allows them to do better, to see how they are doing compared to their peers,” Li said.
Li also credits his team’s familial relationship for their productivity. They regularly go out to dinner, and even spend some weekends with their kids playing together. “The team is so much like a family; they don’t even see me as a manager sometimes!” he said.
Overcoming language barriers
While Option Finance Australia has steadily hired well-trained brokers over the years that it can service more Australians with the best mortgage products, Li still looks at expanding his business by bringing in brokers that can service clients in multiple languages.
“I feel it’s very important for our clients to truly understand the whole loan process, and to be able to speak in their mother tongue. It gives a warm and more comfortable feeling when dealing with such delicate information,” Li said.