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It’s Official: We’re Best Customer Service Finalists!

Can we win 5 Better Business Awards?

Home Loan Experts (HLE) has been named as a finalist in five categories in the 2016 Better Business Awards, including ‘Best Customer Service – Office’.

It’s the second time we’ve been nominated for best customer service after winning the prestigious award earlier this year.

It’s also the third year in a row that HLE has taken out finalist spots in the awards run by industry magazine The Adviser.

Apart from our leading customer service, our office has been shortlisted for ‘Best Independent Office (more than 5 brokers)’ as well as ‘Best Community Engagement Program’ for our work in Nepal.

On top of that, two of our senior team members have been recognised for customer service and loan administration!

Best Customer Service - Office

As a company that aims to delight its customers, being recognised for our customer service was an amazing achievement for us back in the 2015 Better Business Awards.

Since last year, we’ve signficantly increased repeat and referral business, a direct result of our continuing commitment to provide a high standard of customer service.

The numerous client testimonials we receive are a testament to this commitment.

We’ve also made a number of changes to our strategy to improve and ensure customer satisfaction, including:

  • Setting customer service benchmarks so we constantly evaluate the quality of our service and exceed expectations.
  • New education programs designed to guide potential borrowers on how to qualify for a home loan, negotiate at auction and choose growth suburbs to invest in.
  • Implementation of a customer care team to service our existing clients even after their home loan has settled.

Best Independent Office (more than 5 staff)

The finalists of this category are judged on the number of home loans settled over the past 12 months.

In the past year, we hit a $1 billion loan book which means we’ve managed to lend over a billion dollars since the company was founded in 2006. It’s a feat that isn’t easy to achieve for a brokerage of our size!

The reason for our success is that we believe no mortgage application is too difficult: every Australian deserves a chance to own a property and to achieve their financial goals.

This includes Australians who have had their mortgage application declined in the past.

Best Customer Service - Individual

One of our most experienced brokers, Norman Isaac, has been named a finalist in the ‘Best Customer Service – Individual’ category.

Norman decided to become a mortgage broker in 2002 and has since gained a deep understanding of credit from his experiences working for different brokerages, including Home Loan Experts.

This knowledge has allowed him to excel at getting difficult home loans approved for his customers and always going above and beyond to deliver the best customer care along the way.

You can check out some of the testimonials Norman has received from his past clients!

Best Loan Administrator

A loan administrator is the person that helps a broker or business to service a loan, usually after the loan has been settled. The main responsibilities of a loan administrator are to assess submissions, handle loan processing and handle customer needs.

A great loan administrator takes initiative without the broker having to step in and can quickly grasp the client’s needs.

Romy Dhungana has been at Home Loan Experts for less than two years as part of a team of dedicated support staff in our Nepal office. However, he’s constantly proving that he deserves to be on the same level as the top loan administrators in Australia.

An amazing ability to quickly identify the client’s needs makes him an asset to our mortgage brokers in Australia and strive to provide fastest and easiest approval for their clients.

Best Community Engagement Program

The ‘Best Community Engagement Program’ category recognises the broker or brokerage that has gone beyond traditional means to carry out or support a unique community engagement program in the last 12 months.

For the past couple of years, Home Loan Experts (HLE) has been making strong breakthroughs to support local communities in Nepal, one of the poorest nations in the world.

In 2014, we started our own social initiative, HLE Cares, with the aim to provide better education and living standards to the children of Nepal. As part of this initiative, we’ve been sponsoring the education of children whose families are unable afford it.

We also have an office set up in Nepal and a team of dedicated administration and support staff. Our Nepalese staff are provided full-time work with above average wages and have the opportunity to undertake training, education and other professional development courses (provided by the company) to advance their career.

We’re proud to have been nominated for yet another award that focuses on our efforts in the Nepalese community having picked up the same award at the 2015 Australian Mortgage Awards earlier this year.

What are the Better Business Awards?

The Better Business Awards recognise brokers, lenders and aggregators that are going above and beyond their call of duty to meet the evolving needs of the business, such as customer service, loan book management and effective marketing.

The judging panel focuses on the growth of new, repeat and referred clients over the past year (2015) but there is also a focus on technological development and ethical programs designed for the benefit of the wider community.

The nominations underwrite our focus on creating strong and lasting relationships with our clients as well as our efforts to provide the best service in the business.

When do we find out if we win?

The Better Business Awards is one of the biggest events in the mortgage broking and lending industry. Just to be nominated with hundreds of other finalists is huge!

We’ll find out if our efforts have helped us any awards on Thursday 3 March 2016 at the Sofitel, Sydney.

In the meantime, if you’re looking to apply for a mortgage, call us on 1800 889 743 or fill in our easy free online assessment form and speak with an award-winning broker today!