"I thought it would be rainbows and lollipops but just with less colours"

In chapter nine, Anthony Hong explains how he deals with exceptions and more information requests from the banks.

"I thought it would be rainbows and lollipops but just with less colours"
Many brokers have warned me that my first 6 to 12 months will be a tough time.

So I’ve been expecting blood, sweat and tears. What's funny is that preparing to grind it out and actually experiencing the actual “tough times” is so far apart, I thought it would be rainbows and lollipops but with just less colours. What these brokers should have told me was, it is like putting your head in a vice and tightening the lever yourself, only loosening it marginally when you get a win. I am digressing but there is "tough time” and then there are multiple layers of difficulties that compound quite like interest does.

The most challenging issue for me transitioning from banker to broker is not being able to approve home loan applications myself. Now I am facing a gate-keeper and more often than not multiple gate-keepers! 

My normal application routine involves conducting an interview to explore and understand the client’s situation; then I would request for as much documentation as possible to cross verify the details. On submission I would send the application along with my submission notes and supporting documents, then wait a few days for a response from the bank’s assessors. I assume most brokers do the same thing, but what makes us different is how we choose to respond after hearing the bank’s assessment.

After a few days in a queue, I would get a response with a list of questions and/or a request for additional documentation (tighten the vice here). I used to let this get on my nerves because I spend the time to be thorough with my clients application process so I do cover everything. But what I have learnt is you get more with sugar and we must work with the assessors not against them. It is very hard for them to understand the application without actually speaking to you and it’s just human that they also have their own perspective, if all they are looking at are notes.

The aim is still to avoid the too-ing and fro-ing with the assessors but until us humans can start reading each other’s mind this will continue to happen. For new brokers I would suggest that where you put your submission notes, include your name and phone number at the bottom and persuade them to call you if there are any questions. A quick conversation with the assessor will ease the pain of getting a list of exceptions (because you’re expecting it) and sometimes maybe even avoid it all together. Whatever you do just don’t be a keyboard warrior.


With over 10 years’ experience in the banking and financial services industry, PMM Australia broker Anthony Hong identifies that the key to building and maintaining client relationships is primarily down to a meticulous level of customer service as well as continually educating clients about ever-changing products and services available in the market.