Loan Market expands its in-sourced productivity solution

Loan Market has remodelled its off-shore support network, unveiling our new BrokerForce Total Relief unit ahead of 800+ members at Scale Up in Brisbane this week.

The in-sourced unit - where all data validation and file processing specialists are trained in The Loan Market Way - has been expanded to answer the needs of all broker businesses through:

• a full-time support option;
• a part-time solution for businesses that are growing but aren’t quite ready for full-time support;
• a file-by-file service for when in-house staff are on leave or demand surges.

BrokerForce specialists vet, organise and validate client documents and provide a quality check before it goes to a lender. The service frees up Client Service Managers (CSMs) to assist their brokers with faster support to clients and upskill themselves in strategic activities that enhance the overall customer experience.?

Loan Market’s Head of Productivity Polly Hoynes-Robson said the success of the BrokerForce initiative had seen the Philippines-based team expand to 150 across the various service options.

“Brokers have recognised the benefits of having additional support staff who are trained in the compliance and Kaizen-driven process of the Loan Market Way,” said Ms Hoynes-Robson.

“BrokerForce has grown in size on the back of its success. Through our variations to its offering, we're allowing more businesses in the Loan Market network to unlock the benefits of increased productivity.”