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- The Broker Customer Connect (BCC) program is designed for your customers to access dedicated team who can provide factual information and assist with banking services and enquiries in addition to their CBA home loan. All existing and new brokers are eligible to use the BCC program. Our CommBank staff will conduct a needs based conversation with our mutual customers to assist with any further service or financial needs. All existing and new brokers are eligible to use the BCC program.
- There are two ways your customer can request a call from the BCC team:
- Through the broker (available to Platinum brokers only) - In order for your customer to receive a call from the BCC Team, all you need to do is complete and submit the Broker Customer Connect form. While wet signatures are acceptable, please only submit using a DocuSign signature if signing electronically.
- Digitally - The customer can request a call from the BCC team by completing a form on the CommBank website https://www.commbank.com.au/brokerconnect, or when they receive a welcome email from CBA post settlement. “Click here to view a copy”
- The BCC team will inform you via email whether they have been successful or unsuccessful in contacting the customer.
Note: CommBank also offers a separate program called Commercial Connect, to learn more about Commercial Connect, how to register and what products are eligible click here. Broker Customer Connect do not facilitate the Home Loan Onboarding process. For queries in relation to Home Loan Applications, fulfilment and maintenance please refer to the contact us page.
Broker Customer Connect Process – Through a platinum broker
Note: if you are an Essential or Elite broker, your customer will need to request using the digital form.
| Step |
Detail |
| 1. |
|
| 2. |
- Complete the form with your customer/s to indicate:
- Which products/services they would like to discuss,
- How they would like us to contact them and their preference of time of day
- The initiating brokers details
Note: Please ensure to select from the options available on the form and refrain from text outside of indicated fields. While wet signatures are acceptable, please only submit using a DocuSign signature if signing electronically. |
| 3. |
- Email the form to tpbconnect@cba.com.au quoting the customer’s Home Loan application number in the email subject line
|
| 4. |
- The Broker Customer Connect team will contact the customer within 3 business days of receiving the form to welcome them to CommBank and discuss what was indicated on the Broker Customer Connect form
Note: The team will attempt to contact the customer up to 3 times (within a week of the original request), where we are unable to contact the customer on third attempt a new request will need to be submitted. |
| 5. |
- The Broker Customer Connect team will email the Broker with the outcome of the call, example below
| Successful |
Unsuccessful |
“Hi < Broker Name >, This is a courtesy email acknowledging that we have successfully spoken to your customer <INSERT CUSTOMER NAME> as requested by you via the Broker Customer Connect Form. Kind regards
Broker Customer Connect Team |
“Hi < Broker Name >, This is a courtesy email to inform you that unfortunately after three (3) attempts we were unable to contact your customer <INSERT CUSTOMER NAME> as requested by you via the Broker Customer Connect Form. You may wish to contact the customer and follow up on any further matters related to their Home Loan. If you would like us to try and contact the customer again, we require a newly signed and dated Broker Customer Connect Form. Alternatively, customers can always contact our customer service specialists on 13 22 24:
- Monday – Friday: 8am – 7pm AEST
- Saturday: 9am – 2pm AEST
Kind regards
Broker Customer Connect Team |
|
Broker Customer Connect Process – Digitally
| Step |
Detail |
| 1. |
- Customer will receive a “Welcome to CBA email” view a copy here, or you can send them the Broker Customer Connect E-Form to complete.
|
| 2. |
- From within the email the customer must select “Get Started”
- The customer must complete and submit the Broker Customer Connect E-Form which indicates:
- Which products/services they would like to discuss,
- Their contact number (this must be the same as per the application)
- Their brokers details
|
| 3. |
- The Broker Customer Connect team will contact the customer within 3 business days of receiving the E-Form to welcome them to CommBank and discuss what was indicated
Note: The team will attempt to contact the customer up to 3 times (within a week of the original request), where we are unable to contact the customer on third attempt a new request will need to be submitted. |
| 4. |
- The Broker Customer Connect team will email the Broker with the outcome of the call, example below
| Successful |
Unsuccessful |
“Hi < Broker Name >,
This is a courtesy email acknowledging that we have successfully spoken to your customer as requested by them via the Broker Customer Connect E-Form.
Kind regards
Broker Customer Connect Team
|
“Hi < Broker Name >,
This is a courtesy email to inform you that unfortunately after three (3) attempts we were unable to contact your customer as requested by them via the Broker Customer Connect E-Form. You may wish to contact the customer and follow up on any further matters related to their Home Loan.
If you would like us to try and contact the customer again, we require a newly signed and dated Broker Customer Connect Form. Alternatively, customers can always contact our customer service specialists on 13 22 24:
• Monday – Friday: 8am – 7pm AEST
• Saturday: 9am – 2pm AEST
Kind regards
Broker Customer Connect Team
|
|
No Advice Model
Broker Customer Connect works on a ‘No Advice’ model. As a Mortgage Broker, you have a responsibility to ensure you do not provide advice you are unqualified to give. This applies both in the workplace and socially. Unaccredited staff and Mortgage Brokers can only handle sales enquiries and sell regulated products on a no-advice basis. That is, they can act on a specific request from a customer and in doing so provide factual information only.
For further details, please refer to Financial Services Regulation (FSR)
What Products & Services are available?
For a full list of products and services available, refer to the Broker Customer Connect Form here.
| Online banking registration (NetBank) |
A secure, online place for customers to manage their finances. Where they can get a big picture overview and explore all the day-to-day details too. Read more here |
| Everyday Offset |
An Everyday Offset is a transaction account linked to a Standard Variable Rate or Investment home loan. Any money put into an Everyday Offset reduces the balance on which we charge interest, meaning customers will only pay interest on the difference. Read more here |
| Savings Account |
Customers can compare, then choose one or more of our savings accounts to give them greater peace of mind and help them reach their savings goals faster. Read more here |
| Smart Access Account |
A bank account for day-to-day living with award-winning features to help customers stay on track and in control of their money. Read more here |
| Personal Loan |
Customers can choose from our range of fixed, variable and secured personal loans. Read more here |
| Home Insurance |
Customers can get a quote for a range of Home Insurance products Read more here |
| Keycard or Debit MasterCard |
A debit card is linked to a customer everyday transaction account, so whenever customers pay for something, the money is taken from the ‘available funds’ in that account. Read more here |
Note: The Broker Customer Connect process is not limited to the products/ services listed on the form. If the customer would like to discuss any other needs, they can do so when contacted by our CommBank staff.
For Account Openings (via call):
- The customer(s) need to have an existing transaction account
- If customer(s) are looking to open a joint offset account, they need to have an existing joint transaction account with both customers listed as account holders
- Both customers need to be available on the call in order for the BCC team to open a joint account
Post Settlement Customer Communication
Welcome On-board call
Once the home loan contracts are issued, a CommBank staff member may contact the customer to welcome them to CommBank, simply pre-position your customer that they may be contacted by CommBank for this Welcome call.
Note a welcome call will not be made if you send a request via the Broker Customer Connect team.
Welcome Electronic Direct Message
Post settlement, all customers will receive a welcome email directly to their nominated email address welcoming them to CommBank. This email also provides them with key information such as where to go for further support and how to rate their brokers service in NetBank.