Streamlining behind the scenes at Adelaide Bank

Brokers are very familiar with our client-facing team of Business Development Managers. But in our back office, there’s an army of support staff dedicated to making life easier for everyone in the Adelaide Bank ecosystem.

Tram Nong plays an integral role in this process. She’s part of a national team, which provides advice and assistance to brokers through all stages of the loan application lifecycle.

“We pride ourselves on being proactive and accessible. We relish sharing our expertise and delivering a consistently exceptional experience,” she says.

Here to help

Tram manages the team of Business Development Associates who look after the growing number of loyal brokers who choose Adelaide Bank, some of whom we have served for more than 25 years. BDAs are responsible for handling calls and email enquiries from brokers and internal clients, working alongside our team of Business Development Managers and Partner Relationship Managers.

“I am very lucky to work with great people who are really passionate about making things easier for brokers and our staff. They listen intently to what brokers and clients need, so we can help make their lives easier,” she says.

A well-oiled machine

Tram and her team act as conduits between brokers and Adelaide Bank internal processing teams. They help brokers to better understand the bank’s products, policies and processes to make it straightforward for them to engage with the bank. An important part of their role is proactively contacting brokers, who are managing live loan applications for their clients, to make sure everything stays on track.

Always improving

Tram notes that over the past year, Adelaide Bank has rolled out a host of new features such as the ability to accept electronic signatures on loan documents, to improve our offering for brokers and customers.

Brokers can also directly contact BDAs about specific loan applications and BDMs have their own BDAs assigned to their portfolio. They can also talk to the broader BDA group if their assigned team member is not available.

Web chat has also recently been rolled out to make it simpler for brokers to do business with the bank. They can get status updates on loan applications in real-time through this channel, without needing to send an email or pick up the phone.

“We also have a feedback tool on the broker website that allows them to send us their insights on how we work with them. We take this information on board and use it to make the broker experience even better,” Tram says.

Brokers are our business, and Adelaide Bank is continually exploring new ways to improve what we offer them. So look out for more improvements as they are rolled out.