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We strive to provide our broker partners with excellent customer service, products and information. We would like to share your positive feedback, so please send us an email at thirdpartycompliments@cba.com.au and tell us your story.

Compliment of the Week - 16 August 2010

My compliments to Julie on the 1300 728 566 number (Mortgage Services) for being ever so helpful and cheerful in getting documents e-mailed to a branch for one of my clients. Customer service is not dead - thank you Julie!

Marc Lagalle, Aussie Broker, ACT

Compliment of the Week - 9 August 2010

Ron (Phelps) and Wayne (Keating), I would like to just let you know how wonderfully helpful and efficient your team is. I had a loan that needed to settle tomorrow, Friday and the mortgage documents were only received back at the Bank on Tuesday this week. The wonderful team that helped to have these documents checked and certified ready for settlement are just amazing and I could not have made this deadline without their help. You have an amazing team working for you and I just wanted to let you know that the following team should be congratulated for their efforts in helping me out with this particular loan. I was kept well informed and they have been an absolute pleasure to deal with. Thank you to Melissa Bull, Gail Franklin, Puspha Naidu and La Toya Fox and Marsetta Cassar.

Bec Seaman, FrontRunner Mortgage Group, NSW

Compliment of the Week - 2 August 2010

I have been dealing with John Zinc over the past few months regarding a client who was experiencing difficulties during a construction loan process. John..was able to settle some of the many issues this person had, and when I came on the scene both John and I worked for the best outcome for both the Bank and the client. We now have a situation where the client will have the construction finished, the Bank will have good security and the builder and all the contractors will have been paid. This case was in the worse possible position for the client who could have lost everything but for the perseverance of this exceptional Customer Experience Specialist. I would like to take this opportunity of thanking him for his work and I know that the client will be grateful to have such a great outcome.

Patricia Baker, Vista Financial Group Pty Ltd

Compliment of the Week - 26 July 2010

Please forward my sincerest thanks and appreciation for all the work Stephen Koster has put into my deal... Stephen's help has gone above and beyond my expectations in his assistance, combined with his dedication and persistence and just hard work to meet the time constraints of the deal. With Stephen's advice I was able to structure the loan (6 loans and 3 guarantees) in an acceptable form for the Bank, whereas the original application was for 3 loans and 1 guarantee. The new application too me over 10 hours to put together/ resubmit and I can only imagine it took for Stephen to assess.

The original finance clause was 18/05 (only 7 days from signing contract) and settlement 12/07. Unfortunately my client, a border protection officer,  was abroad and out fo range for over a month. Once he returned we were able to submit the application, but this was only available to Stephen on settlement day. Stephen understood the urgency of working the file so the vendors didn't pull out. Thanks to Stephen we now have got a happy vendor as well as a very happy client. 

Natalie Smith, Owner Manager, Mortgage Choice, SA

Compliment of the Week - 19 July 2010

In more than 10 years in this industry I haven not come across a person who took as much care with their role as Glenn McCarthy. His professionalism and attention to detail are absolutely outstanding. He has been helpful, prompt and professional. In a business when it sometimes feels like no-one cares, it has been so refreshing to deal with someone like Glen, he is an asset to the third party business.

Bart Tonna, Owner Manager, Mortgage Choice Hurstville, NSW

Just a quick note to let you know what a fantastic resource Caroline Brand is. As far as assessors are concerned she is definitely amongst the best, and I am including lenders right across the board. Se takes the time to actually pick up the phone and speak to us if she has any questions rather than assuming the answer. Please pass on this feedback..

Ray Zahra, Aussie Franchisee- Carlton, VIC

Compliment of the Week - 12 July 2010

Just wanted to acknowledge the commitment and pro-activeness of Natasha Kelso and the Settlements team in respect to this file. The file was an interest in advance for settlement before end of financial year. While documents had been returned back to back some 10 days before settlement (but in two parts), there was some confusion within the bank in finding Parts 1 and 2. Two days before end of financial year, I spoke with Natasha and indicated that I was not sure where to go here, and to her credit she and the post settlements team took ownership, and magically within 24 hours the matter was settled. It was just a terrific relief, as there must have been literally hundreds of matters all needing 'TLC' before end of financial year, and the team at the Bank showed a commitment second to none. Congratulations on a job well done. AlL of us here deeply appreciate the support from the Bank in our hour of need, a care factor not commonly seen now in most of the back office roles in our industry.

Keith Bridges, Director- MTO Financial Solutions Pty Ltd, Qld

Compliment of the Week - 5 July 2010

I would just like to let you know how appreciative I and the clients are with the efforts in particular of Deb Naylor and Andrew Watherston with the file for my clients. The settlement involved a refinance, lodgement of a subdivision and to create urgency the builder has already started to prepare the blocks for which the clients are building two houses. The coordination that Deb was able to bring this settlement together in such a relative short time frame was amazing. I'm sure there was other staff on the second floor that were involved and we cannot thank them enough. I must not miss out on mentioning Fiona from the Certification Team for her attention this morning. 

You can not imagine the delight the clients have that they are about to start construction of their new home. They are a young and very hard working couple who are to marry in the early new year and share their life together in their brand new home. I know the client is already an advocate of Commonwealth Bank and I expect they will be a valuable long term client for your bank. We at Angas Financial are already advocates of the Bank and the actions today only reinforce the reason you are our number 1 bank by volume.

Craig Williams, Manager Retail Lending, Angas Financial Services, SA

Compliment of the Week - 28 June 2010

“This is quick note to thank Carmel Campton and her Mortgage Services Team especially that of Colin Bourke for the exceptional way they handled an URGENT Discharge Request for one of my Valued Clients to which both the Client and his Solicitor were both impressed and were very thankful for and which in turn provided me with additional business.

Further to this Carmel and her Team have always supported us through any other URGENT matters to resolving Bank Errors in an amicable and swift manner ensuring our ongoing support. This has to be made aware to Kathy and her Third Party Services Team that through Carmel’s leadership in Mortgage Services and her dedicated staff we as Brokers have been able to overcome the issues of Valuations, the Bank’s CHL System and Credit Services issues. To this our loyalty at CBA has remained strong knowing that we can work together to overcome any internal or external issues effectively and at the end of the day providing OUR Clients the outcomes that they are looking for.

The Commonwealth Bank can differentiate itself from the others by ensuring that they keep valued staff such as Carmel and her Team because they go to the pinnacle of what a working relationship is all about and goes to deliver the outcomes sort by the Bank in all of their Workshops, Training, Focus Groups and Summit.

Once again thank you to Carmel and her team at Mortgage Services NSW.”

Moshe Moses, Director, Niche Lending Pty Limited, NSW.

Compliment of the Week - 21 June 2010

I would like to commend Beverley (Law) on her professionalism, promptness and 'give a damn attitude'. This was not the first occasion Beverley assisted me with a problem, she listens, takes ownership and follows through each time. Thank you Beverley! CBA (Colonial) are my lender of choice when it comes to professionalism, organisation and support. It has been than little more difficult of late to forward deals to CBA, as a result of their assessment calculator. I would also like to take the time to thank David (Stellenberg) and Joan (Mackay) whom I have also dealt with very favourably in the past.

Monique Adams, Specialist Mortgage Services, WA

Compliment of the Week - 14 June 2010

These clients picked up the keys to their shiny new house last week and they were very happy indeed. Meredith commented that she was very impressed with the service received from the Commonwealth Bank stating that everyone she dealt with were very helpful (both for the construction draw downs and at the Rouse Hill branch). It is rare to receive compliments these days; congratulations and many thanks (it makes our job so much easier when everyone does their bit).

Rod Cumming, Managing Director Option One Financial Partners, NSW

Compliment of the Week - 7 June 2010

Denise, (Third Party Banking Sales and Process Coach, VIC) thank you for the course yesterday. I have been involved in this industry for quite some time. You never stop learning. I thought your presentation and the Commonwealth Bank's approach is best in field at the conclusion of the various presentations this week. I came from another major and sadly they were not as professional.

Peter Sinclair, Aussie, VIC

Compliment of the Week - 31 May 2010

I just had my first experience with the Broker Assist team and received absolutely wonderful service from Jeff Pabon. He was friendly, through, resourceful and used initiative. This kind of service would certainly sway my decisions towards which lenders to choose when all else is equal...Thank you.

Nicole Stapleton, Principal, Mortgage Choice, NSW

Compliment of the Week - 24 May 2010

Commonsense lending (not that common)...

I was recently asked by a client to arrange an increase of $100,000 to complete the home they were building. They were existing Commonwealth Bank customers and whilst conduct and servicing were very good, the house was very incomplete: no interior walls or ceiling, no kitchen, no bathrooms etc. I discussed the deal with (Commonwealth Bank Relationship Manager) Andrew Watherston and he advised me of how to best present it to the bank. The assessor (Phil Mauger) used a commonsense approach which I really appreciated. The end result, conditional, only subject to an 'as is valuation' and verification by the valuer that the $100,000 would be sufficient to complete the dwelling. Happy clients and a happy broker...Thanks Commonwealth Bank!

David Marsland, Loan Market, SA

Compliment of the Week - 17 May 2010

Judy (Harvey, QLD Third Party Banking Relationship Manager), a short note to thankyou and Carl and the other team members who were involved for all of your hard work in getting my deal through. I am really thankful that you all managed to make it happen. I acknowledge that it was not any of your personal doings and that you guys were as equally frustrated with the silly last minute requirements as we were. If it were not for you guys, however it may not have happened at all...Judy, as a token of our gratitude can you please do me a favour and purchase some chocolates and something else appropriate for the team members involved...A big wrap to Carl too who was on the front line so to speak and always spoke to me with a smile.

Jan Kirstein, Green Light Home Loans, Qld

Compliment of the Week - 10 May 2010

Just wanted to pass on a big thank you to Ritu Nanda, Joset and Shabell. They all assisted last week in having documents that had been lost in transit re-issued and sent to a branch via email for collection by my client, who was leaving the country the next day.

I was not expecting such a great outcome and this was all initiated after my first discussion with Ritu. There was no need to escalate, the issue was identified as being critical and was acted upon immediately. These are the kind of process improvements that make such a big difference to the overall customer experience. My customers were able to sign the documents before leaving on their trip and without the stress that settlement could possibly be delayed. Thanks to all that provided superior assistance in a time of need.

Catherine Dodd, Senior Aussie Broker, Aussie, NSW

Compliment of the Week - 19 April 2010

'I have opened my mail today and found two movie tickets from the Commonwealth Bank for loyalty and having been accredited with the Bank for over five years. I was very touched and rang my wife immediately and she was also delighted. For me it was not the movie tickets but the letter of thanks that resonates deeply. For you see, I am currently working 70 plus hours per week, over 6 days and very seldom I am able to maintain contact with family and friends in a way that I would like to. I also have other matters going on around me (as we all do) and this  'light of sunshine' is a wonderful gift (not matter how corporate it may be). Every day I win and lose business for lenders due to a variety of reasons and in all of the turmoil the CBA has consistently delivered - they ought to be congratulated. As brokers we seldom pass that onto what may be a faceless lender because who really accepts such comments gracefully and does not just pay lip service to the feedback. It is an aspect that as a lender, you so undervalue what that can mean to a borrower, and it may also often have positive benefits for the broker. Please pass on my thanks to Kathy and the team for thinking of us. Have a great day.'

John Sinclair, Lending Manager Sydney CBD, NSW

Compliment of the Week - 12 April 2010

I would like to say a huge thank you to Commonwealth Bank regarding a deal recently submitted. Special thanks to Brendon, the loan assessor who gave me a formal approval the day he said he would, also a big thank you to the very helpful person on the help desk who escalated the file upon request as settlement was looming largely! And last but not least a thank you to Alex Lowe, who certified the file ready for settlement within an hour. It's a pleasure to do business with you guys. A very big thankyou to all of you.

Tracey Freestone, Loan Consultant, Oceanside Finance, WA

Compliment of the Week - 5 April 2010

I just wanted to send you a quick note. I recently had two deals that were very urgent. I want to mention the outstanding work that Don Kitto did to help, he went above and beyond in many areas to help with this transaction. I wont go into too much detail but the fact that he helped to deliver documents and arranged for them to be signed at a branch was really satisfying, knowing that in a time of need we was there and didn't go missing. I would also like to mention the excellent help from the Mt. Elisa branch with these two deals. Don really puts 100% plus into getting the job done and he really is excellent in getting back to me and helping in urgent circumstance. It would be good to have a 'Don' at other lenders.

I would  also like to mention the work CBA is doing to help the brokers e.g- focus groups, the statements with broker name, etc. You guys are always the first to get shot down when commissions are cut, etc, however no one seems to mention the work you do on the other end as to making CBA 'broker friendly'. It was never like this in the past from the branches, however over the last couple of years I have really noticed the difference and the push to have the broker channel and branch channel come together. It's refreshing that CBA takes the criticism they get but works and listens to the problems and rectifies them to move forward rather than sweep them under the carpet and forget them. Again thanks to Don and your staff and keep up the good work.

Tony Ducancubino, Director, Duca Financial Solutions, Vic

Compliment of the Week - 22 March 2010

Just wanted to pass on a very good news story. I inputted an application at 2pm on Tuesday (16th of March), after talking to a friend of a client who had been getting the run around from another bank for the last month. I have today (Friday, 19th of March) received the credit approval which was only subject to valuation. The upfront valuation was paid for by the client and ordered yesterday morning. It was back today so all's going to plan. It will be unconditional either this afternoon or Monday. The client is extremely excited at the fast progress of this application and whilst it is not unconditional yet, the clients parents arrived from overseas today to support him during his purchase and it has been important to him to be able to relay to them that all is proceeding well. I have told the client without the awesome service I receive from the CBA this would not have happened, so from both of us thank you very much.

Suzie Maloney, Zebra Finance, Qld