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Be one step ahead with CommBank’s range of self-service tools.

Unlock the future of broker support with CommBank's game-changing broker support tools! Hear from Baber Zaka, General Manager of Third Party Banking, as he unveils CommBank’s strategy to empower brokers by providing them with the right self-service information and tools. This innovative approach is designed to enhance broker efficiency, boost customer satisfaction, and drive success.

Self-service information empowers brokers by providing them with immediate access to crucial data and resources, enhancing their efficiency and productivity. With comprehensive self-service tools, brokers can swiftly retrieve information on products, policies, and procedures without the need to contact support teams. This autonomy not only reduces response times but also allows brokers to offer a faster and more accurate service to their customers. As a result, brokers can handle inquiries and transactions with greater speed and precision, ultimately elevating the overall customer experience.

For customers, self-service information translates to a more streamlined experience with their brokers. Customers benefit from the broker's ability to resolve issues and provide information almost instantly, minimising wait times and reducing the frustration often associated with delays. Additionally, informed brokers can offer more personalised advice and solutions tailored to the customer's unique needs, fostering greater trust and helping build long-term relationships. The ease of accessing self-service information means customers receive consistent and reliable support, which enhances their overall satisfaction and loyalty.

The integration of self-service information systems allows for continuous improvement based on feedback from brokers. By including brokers and their support staff in the research and design process, have fine-tuned our resources and ensured the finished product reflects the needs of the end user – our brokers. The self-service approach creates a dynamic support ecosystem where brokers are better equipped to provide an efficient service to their customers, and customers enjoy a seamless experience.

CommBank is enhancing its support for brokers by streamlining operations through the CommBroker portal. By implementing advanced self-service tools and resources, CommBroker allows brokers to access essential information quickly and efficiently. This immediate access reduces reliance on support teams, cuts down response times, and improves overall productivity.

We are continuously refining these tools based on feedback from brokers, ensuring the platform evolves to meet brokers’ ever-evolving needs. The result is a more efficient operational environment where brokers can provide timely and accurate information to their customers, enhancing the overall service experience.

One of the quickest and easiest way for brokers to access all of their customers’ pre-settlement information is through the Your Applications section on CommBroker. Your Applications is a broker’s one stop shop for any details and the status of in-progress home loan applications, as well as any actions needed to complete the application process for customers. In Your Applications, brokers can find information such as product summaries, borrower details, broker tasks, available documents, notes to brokers, received documents, as well as when funds are available for settlement and much more! 

For all post-settlement information, brokers can access Your Loans on the CommBroker portal. This digital tool that has been designed to give brokers greater visibility over their portfolio. Your Loans is a great way to quickly access customer information to ensure brokers are having reliable up-to-date and meaningful conversations with their customers. Within Your Loans, brokers can access product information, interest rates, repayment amounts, remaining loan terms and much more.

Yes, most recently we introduced specific PEXA settlement information to the Your Applications section within CommBroker. This tracking capability will allow brokers to quickly access vital information for their customers’ settlement progress. Brokers can now rapidly see at a glance their customers’ settlement dates, accepted and outstanding parties, when PEXA invites are received, any workspace delays and ID’s as well as confirmation for when settlement is completed. This enhancement will alleviate any stress customers and brokers may experience during the settlement process and allow brokers to give timely updates to their clients.

We are also in the process of testing a new broker AI chat functionality which will allow brokers and their delegates to ask questions relating to policy or process to our AI chat bot and receive an answer within seconds.
 

CommBank provides comprehensive training and support to brokers to ensure they can effectively utilise the self-service features. This includes 24/7 access to our Broker Training Hub, where brokers can join interactive training sessions that guide them through the functionalities of our platforms including CommBroker, Your Applications and Your Loans. There is also access to our dedicated support teams who are available to answer any questions and provide assistance as needed.

We also continue to offer education through regular updates and communications, ensuring brokers are aware of the latest enhancements and best practices for using these digital tools. This continuous support empowers brokers to confidently navigate the platforms and deliver optimal service to their customers.