They say there’s a superstar Customer Service Manager behind every productive broker.
Last year, our Loan Market and Bring Your Own Brand (BYOB) brokers increased their settlement volumes by 51%, making them the most productive in the industry.
And it’s no surprise our brokers can meet with more clients when there’s now the industry’s fastest-growing community of highly-trained and educated CSMs driving the application process and post-settlement service for them.
Last year, our Loan Market and Bring Your Own Brand (BYOB) brokers increased their settlement volumes by 51%, making them the most productive in the industry.
For the third year, LMG will again celebrate our support teams specialists through our National CSM Week.
More than 500 CSMs have already registered for events next week (November 14-18), including:
Monday: One-Touch Approvals - We’ll hear from Macquarie Bank about the recurring issues that prevent a first-time approval.
Tuesday: Onboarding and inducting a CSM into your business - The TalentForce team will run through our bespoke training program that will have a CSM making a difference to a broker’s business faster, with the least amount of disruption to client servicing.
Wednesday: Unlocking the tools for success - Loan Market makes the everyday tasks a CSM is responsible for easier with tech that's Best Interests Duty (BID) compliant and productivity-focused.
Thursday: The importance of a CSM - Some of our very best will join a panel discussion along with the MFAA about how the profile of CSMs has come to the fore amidst regulatory change and increased client expectations.
Partnering with us over the sessions are our major sponsors Commonwealth Bank and NAB.
Loan Market Managing Director Andrea McNaughton said next week’s program would be the biggest CSM Week the aggregator had hosted yet.
“CSMs used to be the unsung heroes of brokerages but their importance and contribution doesn’t go unnoticed anymore,” said Mrs McNaughton.
“We’re onboarding 30-40 CSMs every month because we treat the role as the standalone career that it is. The fact that our major sponsors over the week are CBA and NAB is recognition by lenders of how important CSMs now are within the lending ecosystem.
“The role of the CSMs goes far beyond chasing information from lenders and clients. Loan Market offers training for CSMs in the streams of loan packaging, loan processing, marketing, settlements, office management and credit analysis.
“We’re helping our brokers scale up and take their businesses to the next level through innovative CSM training and a culture where we empower our support specialists to take ownership of their careers for a real difference.”
Loan Market is proudly the home of the industry’s best CSMs. We’ve been the pioneers in recognising the role as a standalone career that is the driving force behind all successful brokerages.
Loan Market recently introduced our Brokerversity Undergraduate and Graduate courses which prepare CSMs for the role's demands. We anticipate 100 graduates will eventually be studying at the virtual campus every month.
The modern-day CSM
- 20-30 years old
- Technically proficient and literate across the breath of social media platforms
- Loves customer service
- Detail driven
- Collaborative problem solvers
Ryan Ellem
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Nov 14
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2 min read
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