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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 - 6 February 2012
I would like to thank you for your tremendous support over the past 12
months. As you would testify yourselves, no deal these days is a “vanilla” deal
(maybe one or two!!).
You have made my job a hell of a lot easier and that’s why I will continue
to support CBA, both on the residential and commercial front. Rates and fees
are important to my clients, but it pails into insignificance if a lender can’t
deliver on service, particularly where there are complex loan applications or
short settlement timeframes involved.
Commonwealth Bank go out of their way in their endeavours to make the
customer experience a pleasurable one. The branch network and your Loan
Servicing Department both contribute to the overall quality of the service
Commonwealth Bank offer.
I congratulate you on your commitment to the broker channel.
Robert Paul, KEYINVEST Lending Services, SA
Compliment of the Week - 30 January 2012
We have a client who lives in a remote area of Queensland who had gone into
a branch to sign her loan documents last Monday. By Friday we were
panicking as the documents had not been received back here in Melbourne and
settlement was due on Monday. Brenda Fussell was extremely helpful and
managed to arrange for the scanned documents to be certified so settlement
could be booked.
Thank you Brenda from Real Wealth Money and our very grateful client!
Karen Sullivan, Real Wealth Money, VIC
Compliment of the Week - 16 January 2012
I would like to take the time to compliment Nelly Khushbakht who works in
the NSW Mortgage Services team. She is always extremely helpful with all loan
matters and has an excellent knowledge of mortgage lending. Our office consists
of three Commonwealth Bank Diamond brokers and I do all the follow up calls to
the lenders for our deals.
Nelly is by far the most helpful of all the bank staff I have come across,
she is always in very high spirits and it is always a pleasure dealing with
her.
Brenden Lowbridge, Lake Macquarie Home Loan Centre, NSW
Compliment of the Week - 16 January 2012
I would like to thank the QLD Broker Services team who have been dealing
with my files during this past week. I would especially like to thank Ann-Maree
Store, Paul Everson, Georgina Joncevski, Uma Maharaj and also Alicia Wilson at
Picton NSW branch.
Thank you! You all helped make a tough job a little easier and pleasant this
week. Look forward to the next CBA deal!
Karen Corrie, Dynamic Finance, QLD
Compliment of the Week - 9 January 2012
I would like to pass on my thanks to Steve Tuckwell, Credit Assessor for his
help and advice with an urgent loan application recently submitted. Steve took
ownership of the deal and provided suggestions I hadn’t considered or thought
of in order to get the deal approved. Not only that, finance approval
date was fast approaching and Steve did everything in his power to make sure we
had a formal approval by the due date.
An outstanding effort and very much appreciated. Thank you Steve.
Wayne Barton, WPS Home Loans, WA
Compliment of the Week - 2 January 2012
I would like to thank David Stellenberg, Credit Analyst for his fantastic
service. I submitted a deal around lunchtime and within two hours David called
to let me know he was missing the full contract from the builder. I emailed
this through the usual channel and within 30 minutes I had conditional
approval, subject to the valuations faxed through.
Thanks David!
Colleen Cruickshank, Loan Market, WA
Compliment of the Week - 26 December 2011
I just wish to pass along my sincere appreciation for Chou Lim’s assistance.
I spoke with Chou today and she has managed to resolve an issue about mortgage
documents in a matter of hours, which had been going back and forth for
weeks!
I found Chou to be extremely courteous and professional to deal with. Chou
also went out of her way to assist by calling both the client and the client’s
solicitor directly to update each of them on the status of the application. She
is, without a doubt, an asset to your company.
Naomi Randell, Dargan Financial, NSW
Compliment of the Week - 19 December 2011
I’d like to send a huge compliment to Tharinda Visvalingam, Certification
Officer and the entire team at Mortgage Services Melbourne. Following a call
from Tharinda advising us that the Mortgage Document relating to one of our
loans had to be re-issued, he arranged for the documents to be express posted
direct to our clients address in regional Victoria.
The document did not arrive in the customers letterbox until 3pm the
following afternoon. I then drove to the clients house and picked up the docs
and took it to the Traralgon Branch of the Commonwealth Bank where I was
greeted by a smiling Helen Osuch, Customer Services Officer who then directed
me to the Branch Manager, Brad Gosstray who personally arranged for the docs to
be imaged onto the system.
By this time it was 4pm Friday and I doubted that they would have time to get
everything in place for settlement on Monday, however I was blown away when I
received an email from Tharinda confirming that documents where certified and
the settlement was booked!
Even the conveyancor that was acting for our client was absolutely astounded
that we were able to save the settlement.
Thanks to everyone involved and your ongoing endeavours to strive to be “the
best of the best”!
Simon Hemming, Moneysense Lending, VIC
Compliment of the Week - 12 December 2011
This is quick note to thank the efforts of Harpuneet Kang (Customer Service
Specialist Document Fulfilment Mortgage Services Sydney) for the exceptional
way she has personally handled all of my complex files, which is from following
through on special valuations to the preparation of documents but more
importantly how she has been a pillar of support to Niche Lending and our
staff.
Nothing is ever a problem for Harpuneet considering that she has had to deal
with a number of demanding Diamond Brokers (myself included) but more
importantly takes on each and every matter with due diligence and ownership and
ensures that an outcome to the best of her abilities and constraints is always
provided.
This is testament to the Service Delivery Platform that the Bank is looking
to achieve and which provides her Line Manager, Ms Anne Casey (Manager Mortgage
Services Sydney Loan Fulfilment) the best outcomes when promoting the Bank to
its brokers. Ms Casey and her team are an valuable asset to the Bank and is one
reason why Niche Lending has such a strong relationship with the Bank.
Harpuneet and Anne, we at Niche Lending thank you for all your help.
Moshe Moses, Niche Lending Pty Limited, NSW
Compliment of the Week - 5 December 2011
I would like to send a compliment for Michele Joyce,
Relationship Sales Assistant, Third Party Banking NSW/ACT. Michelle is always a
wonderful support in our day to day requirements however she has again gone
beyond the expectations we have as a Diamond Broker.
We had a settlement scheduled for Thursday 1 December and documents were
only signed and returned on Tuesday morning. Being a very busy time leading up
to Christmas with files and applications having to be ready for settlement
Michele made it possible that we were able to drop the signed documents at
Parramatta and she endeavoured to get them certified and ready to be booked in
by Thursday afternoon.
As I have had previous experience with Michele I was very confident that she
would make it happen. Settlement was book and completed Thursday afternoon at
3pm. The clients, solicitor and the team at Mortgage Assist were very pleased
and relieved! Michele has ensured the clients were of a high priority and has
certainly been a fantastic support.
Thank you!
Ann Camp, Mortgage Assist, NSW
Compliment of the Week - 28 November 2011
Once again I would like to thank Gerard Rolfs, Jenny Taurins, Jitendra
Udugama and the CBA Support Doc Prep team. We asked Gerard to help with very
nervous first home buyers to complete the loan approval. Within a few hours the
loan was approved!
We continue to be impressed with CBA in both service response and CBA staff
attitude - nothing is too much trouble!
This "how can we help" culture is at all levels of CBA that we deal with. It is
the reason a number of the other major lenders have been amazed (and they have
been open in telling us this) in how quickly this has flowed through CBA and
how they use CBA as the benchmark now for service, culture and process
improvement.
The above is a complete turn around to my personal attitude to CBA (the culture
was very different three years ago) and CBA are an absolute pleasure to deal
with.
Thanks to Gerard and all involved.
Peter Machell, Mortgage Choice, VIC
Compliment of the Week - 21 November 2011
I would like to commend Dave Lg from Broker Support Perth for his excellent
customer service. I had the pleasure of speaking with Dave about a post
settlement query on Monday and he advised that the direct debit was not set up
correctly as requested.
Dave assisted by following up and getting the request amended correctly for
the customer. I was extremely surprised when Dave personally phoned through on
Wednesday to advise that the payment had been amended and would come out
correctly on Friday.
The level of customer service given by Dave was exceptional. Please pass on
my appreciation and thanks for a job well done to Dave.
Bev Rowe, Mortgage Gallery Bunbury, WA
Compliment of the Week - 14 November 2011
I have decided to take the time to send in this compliment in regards to
Tania Romer, Sales and Process Coach (QLD). I have recently been reaccredited
with CBA and am extremely impressed with the service that Tania provides. Tania
always returns calls, if there is an issue she takes it on board and gets back
to you to let you know what she has done to prevent it from happening in the
future and is always willing with ways to assist with applications.
I will use CBA more because of Tania.
Kara Lambert-Dermody, Advanced Lending Services, QLD
Compliment of the Week - 7 November 2011
I wish to pass on my sincere thanks for the prompt and helpful service
provided by Pubudu Wickramaratne from Mortgage Services Melbourne.
This was a Top Up, where my client urgently required the funds. I made a
request to see if the documents and funding could be done urgently. I was
delighted to see Pubudu issue them very the same day of my request. Upon return
he personally collected the docs off me from Level 10 and funded the Top Up
within hours of me returning the docs.
The best part of the experience was Pubudu understood time was of essence in
this case and helped out accordingly. Well done and keep up the great
service!
Saurabh Dugar, Taxperts Home Loans, VIC
Compliment of the Week - 31 October 2011
I’d like to say thank you to Tony Semrani, my fantastic BDM and everyone who
helped to ensure my client settles on time.
Tony is a master at the “can do”, as well as, preparing me to find
alternatives “just in case” and a magician at managing expectations. My client
took a long time to make up her mind regarding what she wanted to do for her
lending choices, eating up precious time during the settlement period. When she
finally decided to take my recommendation, there was 17 days until settlement!
Tony & many miracle workers at the Commonwealth Bank were able to
help me settle this loan on time and make it look easy!
Thank you very much and I really appreciate all that you do!
Kristine Seymour, Omni Wealth, NSW
Compliment of the Week - 24 October 2011
Just a big thank you to RM Murray Smith and all involved with a recent
application of mine. My client has high capacity and a 20% deposit and
for some reason another bank was putting up unnecessary hurdles to jump over
and my customer was in danger of missing his deadline. Enter CBA: one
working day to conditional approval and valuation ordered and only another two
days for unconditional approval.
My client is wrapped and is looking to take all his banking over to
Commonwealth!
Malcolm Makkinga, Aussie, QLD
Compliment of the Week - 17 October 2011
We recently had a loan settle, 14 October 2011. The application was
submitted on 7 September (as a Homeseeker) and thanks to the efficient service
provided by CBA our customers were able to move into their new home within 4
weeks of signing their contract. Settlement was brought forward nearly a
month.
Our customers were First Home Owners so a hassle free process was desirable.
His brother signed a contract of sale before him (different Bank, different
broker) and he is still not in a position to move in. Due to the early
settlement of our loan, he is trying to get his settlement brought forward. Our
customers also have friends, also First Home Owners who have had nothing but
problems with their broker introduced Bank.
Our young customers stated,” We can’t believe how easy it was. Everything
went so well. After what our friends and brother went through we were prepared
for some anxiety and for things to go wrong. Nothing did. We are happy that you
put us through the CBA.”
If you could see the excitement on the faces of the two new First Home
Owners the day after they moved in to their new home! Well done to the Credit
Team and the Team at Mortgage Services, you should be proud of your efforts in
helping a young couple move into their first home. You helped make it an
enjoyable and exciting experience. Just as it should be!
Colin Matthews, Cheryl's Home Loans, VIC
Compliment of the Week - 10 October 2011
I’d like to express my sincere gratitude to Debra Naylon on behalf of Andrew
Watherston, whom I have dealt with over the last couple of weeks for a couple
of escalations for separate Deals.
I can appreciate that our deals are not the only deals at the time requiring
urgent attention, yet in spite of this Deb and the team had delivered a
positive outcome well within the anticipated time frame.
Debra always responds within minutes of an email and emails at her own
discretion to keep me informed of any progression. This is a reflection
of fantastic communication and processes amongst the team and a credit to Debra
for her skills and management allowing us to feel confident knowing we can rely
on CBA whom always strive to create a win/win situation for all.
Oriana Binetti, Ora Lending Solutions, South
Australia
Compliment of the Week - 3 October 2011
Just got off the phone with Leah Daws at Broker support Perth, what a
delightful experience! All my questions were answered along with where the
files were at along with an estimation of time frames to move to the next
stage.
That makes our job easier when we get the right information. Thank you
Leah!
John Sharman, Century 21 Home Loans, WA
Compliment of the Week - 26 September 2011
I have very much enjoyed working closer with CBA these past few months and
hope to continue doing so. A big part of that is because of the absolutely
first class service I have received from Selmina Aganovic and her assistant
Helen Adams.
I would also like to compliment Joy Traynor from Broker Assist who is always
cheerful and explains things that I clearly understand.
John Ruddick, John Ruddick Home Loans, NSW
Compliment of the Week - 19 September 2011
Can you please pass on my appreciation to Michelle Hackett in the Perth
Credit Assessment team for her help and diligence in approving a facility for
my existing CBA clients. After many mix-ups relating to the Valex System and
other incorrect information being supplied, Michelle took control of the file
and kept it on track resulting in the application being approved. This helped
my client avoid penalties that would be on charged at settlement.
I would also like to thank Isaac Russo for his assistance in escalating the
file to allow documents to be issued (via express post) to the clients,
allowing us to meet the settlement date.
An all round great effort from the team which is greatly appreciated.
Graham Shackles, PLAN, WA
Compliment of the Week - 12 September 2011
I just wanted to pass on my highest compliments and thanks to Larry Stanley
on his efforts on Friday in conjunction with Helen on the file approval. Larry
was about to go home at 4pm on Friday afternoon but Helen approached him to get
an urgent file sorted out for the applicants as they had an auction on
Saturday.
Larry stayed back until after 5:30 to process and approve the file (which
was no mean feat as the file was quite complex and it took some real work from
Larry to get it across the line once he was comfortable with it).
Then to make things even better, the clients bought at auction on Saturday!
I wanted to pass on my greatest compliments to Larry and highly commend his
work on this file and thank him once again profusely for this
approval.
Thank you.
Simon Orbell, Smartmove, NSW
Compliment of the Week - 5 September 2011
I would personally like to thank Beverley Law on her fantastic customer
service. Beverley has gone out of her way to help me and my clients. Her
customer service is of high quality and she goes above and beyond.
Thank you Bev for all your hard work your persistence and your beautiful
nature!
Jenni Adams, The Mortgage Gallery, WA
Compliment of the Week - 29 August 2011
I wanted to let you know how professional, approachable and knowledgeable
Larry Stanley is to work with. I have been a mortgage broker for 14 years and
when I first started the industry was full of “Mr Stanleys”. Over the years
with restructures and decentralisation credit has become less and less
accessible.
This was not the case with Larry. He spoke with me not at me and listened to
what our client needed and acted in not only the bank's best interests the
clients as well.
He provided me with his contact details and he made time to speak with me.
He is a credit to your organisation and I trust you recognise the asset he is.
We need more Larry Stanley’s and he should be commended on his attitude and the
manner with which he conducts himself.
Sarah Wells, redconcierge, NSW
Compliment of the Week - 22 August 2011
I called Victoria Broker Assist to enquire about a timeline for
a file that had been delayed due to my error. I spoke with Eamon who told me it
was likely to be looked at early next week. Eamon then sent an email to the
file owner who rang me within the hour to tell me that the loan was now
conditional and the valuation had been ordered. To my surprise Eamon also
called to advise me of the status as well and had all the information at hand
so that I could forward the documents to the valuer. This is the kind of
service that makes me keep sending clients to Commonwealth Bank. Thank
you.
Felicity Boyle, Integrity Finance
Compliment of the Week - 8 August 2011
I run a lot of my business through Commonwealth Bank of
Australia and am happy to say that I receive rather great service at times.
Those that stand out are Pushpa Naidu for understanding me with urgent items
and being helpful every time I have asked her to assist my deals. Zoran and his
team are approachable and able to assist in some complex deals in both
structure and assessments. George in Third Party Services has always been
helpful and is great help with structure and scenarios.
Lou Scarano, The Advisors Group, NSW
Compliment of the Week - 18 July 2011
I would like to convey our absolute delight at the service provided to us by
Andrew Watherston.
I have been in the industry since 1988 and I have no hesitation is saying
that Andrew is without a doubt the best BDM I have ever had the pleasure of
working with. He always responds to every query or action request accurately,
quickly and thoroughly.
Just one of many examples was Friday 15 July. I had a file where the finance
was due on Saturday 16 July and the vender has indicated that they will pull
the contract if finance isn’t met (QLD property). I called the broker support
line to follow up on the approval at 2pm (after being advised on Thursday that
an assessor had been allocated on Wednesday) only to discover that no action
has been taken on the file. I immediately emailed Andrew with a plan to call
him to discuss. Almost no sooner as I had hit the send button, he was on the
phone to me. At 4pm, I received an approval with the only condition being an
internal rework of the valuation. Brilliant!
If all the BDM’s we deal with were only half as good, it would
make our lives so much easier. Probably a good thing for CBA is that there is
no better BDM we deal with.
Paul Lewis, Club Financial Services, SA
Compliment of the Week - 11 July 2011
I wanted to say thanks to Niki Theodosiou for being my first
point of contact with the Commonwealth Bank and for doing her job with
happiness and enthusiasm. Its always great to talk to Niki as it takes any
angst out of the situation immediately when talking to her. I have been
overwhelmed with the service provided with the Commonwealth Bank since getting
my home loan, which started when you first contacted me. I am so grateful to
have you as the person who can answer my questions and your service is
invaluable to me.
Thanks again and I look forward to you assisting me with my Commonwealth Bank
enquiries in the future.
Alison Oberg, NT
Compliment of the Week - 4 July 2011
Please direct a big thank you to Douglas Hung in Certifications in the
Brisbane Mortgage Centre. Douglas discovered an issue with the execution
of mortgages late the day before settlement, was aware of timeframes and called
me to discuss options due to the urgency.
His patience and solution focused approach resulted in the clients being
able to attend a branch and sign new mortgages first thing the next morning
even though they were away on holiday and clients, branch and mortgage centre
staff were all on the same page to ensure that the settlement would now proceed
on time.
Because of Douglas and other Commonwealth Bank staff something that would
either be too hard or would take a whole day to arrange if we were working with
another bank was sorted quickly and with a minimum of fuss.
Please continue to allow staff to make a difference, it definitely doesn’t
go unnoticed.
James Stewart, All About Loans, QLD
Compliment of the Week - 27 June 2011
I would like to commend Isaac Russo for always providing an
exemplary service to our company and our Commonwealth Bank customers. It is
always a pleasure to deal with Isaac and we know that he will always follow
through on his tasks and do whatever he says he will.
On many occasions I have needed assistance with draw downs,
escalations and Isaac has always gone above and beyond to provide fantastic and
prompt service. He is always helpful and nothing seems too much for him. He is
polite and very professional in the way he conducts himself.
He is an asset to Commonwealth Bank. Thank you Isaac!
Sheila Sivills, New Start Home Finance, WA
Compliment of the Week - 20 June 2011
I just wanted to take the time to send an email through to say how much of a
pleasure it was working with Kerrie Fairley to get an awkward difficult loan
over the line.
I enjoyed his interaction and how much time he spent working on this for me
and with me. I mentioned to my client a number of times how lucky I felt we
were to have been assigned Kerrie as our loan was not simple or straight
forward and he was making what was a very difficult case much easier.
Thanks Kerrie and thanks CBA for allowing Kerrie to be so good at his
job.
Melanie Smith, Aussie, QLD
Compliment of the Week - 13 June 2011
A big thank you to Sam Zurzolo, Relationship Sales Assistant, for his
professionalism and prompt assistance with one of my deals, it is very much
appreciated.
Thank you to the “Doc Prep” team and to Beverly in the Broker Assist team.
Beverley has the knowledge and always takes ownership which makes it a pleasure
to deal with her!
Monique Adams, FAST, WA
Compliment of the Week - 6 June 2011
Imagine this: signed loan offer documents returned and the client goes
overseas only to find out that the application had expired due to the NCCP
Regulations. If that wasn’t enough, the subdivision had been approved and we
had been given 14 days to settle.
I was able to contact the client who supplied a new signed application and
supporting documents and all was input on Saturday 28 May. I sent an email to
Helen Adams, our RM’s RSA giving her a challenge of getting this through credit
and loan offer documents produced in double quick time.
Well done Helen! With the assistance of Stephen Newland, Catherin Heta,
Adrian Bellach, Georgette Tarabay and Harpuneet Kang this application proceeded
through credit and the loan offer documents were ready to be picked up around
3pm on Monday 30 May.
Job well done, and a big thank you to Helen and all those that helped
her.
Mike Owen, Loan Market, NSW
Compliment of the Week - 30 May 2011
I just wanted to pass on a nice story for you. I submitted an application to
a competitor at our client’s specific request two weeks ago. The application
was deferred pending (pedantic) additional information which we provided within
48 hours.
They have still made no decision and advised me that no one would even look
at the application until later in the week. I called my clients and suggested
we submit an application to CBA. They agreed and we lodged an application on
Monday and the two loans were approved subject only to a valuation the next day
by the legendary Patrick Ellis.
My clients are astounded with CBA’s great service and the competitor’s lack
thereof.
Please pass on my thanks and appreciation to Patrick Ellis and Moyra-Anne
Mariano who runs the Credit Services so well.
Richard Black, Territory Loans, NT
Compliment of the Week - 23 May 2011
I just wanted to say thank you to Niki Theodosiou for the
fantastic service that you have given to my client.
I called her for her post settlement follow up and her words were ‘Niki has
been fantastic, she has been so helpful, I have had a few questions so I called
her and she sorted everything out!’ I like hearing feedback like that!
Bren Rodda, LoanMarket, NT
Compliment of the Week - 16 May 2011
I wanted to pass on the details of a very positive experience I
had with one of the CBA Credit Managers, Alex Demidow. Alex was able to access
my application, advise that the trust investigation had in fact been completed,
ticked off on several other items which were outstanding, and advance the file
to doc prep to issue the unconditional approval.
In addition he clarified a couple of points which had been incorrectly advised
previously. In short, Alex far exceeded my expectations, and provided a truly
positive customer service experience.
This is exactly the sort of experience which will keep me focussed on doing
business with the CBA in the future.
Horton Van Dort, Choice, VIC
Compliment of the Week - 9 May 2011
I would just like to say that it is always an absolute pleasure dealing with
the team at Mortgage Services.
A few names come to mind, Aniffa Jogee, Janine Bowie, Leah Daws, but most
importantly Beverley Law. There is nothing is too hard for Beverley, who is so
efficient, is a wealth of knowledge and always has a smile and of course she
loves hearing from me! Sometimes I call in to speak to her to ask for advice on
certain processes and she just rattles off information right off the bat.
Good work ladies!
Emma Lee, North West Finance, WA
Compliment of the Week - 2 May 2011
I would like to recognise and pass on my thanks to Natasha Kelso, who goes
above and beyond to help and support us at Loan Clinic. I wish her the best of
luck in taking out the AMA Best Bank BDM award.
Please also like to pass on my thanks to Dan Pilecki and his awesome credit
team who are no doubt the best in the country and the benchmark which others
now aspire too. It is fantastic to workshop a deal with a credit officer to
achieve a result for a customer.
Well done.
John Frame, Loan Clinic, QLD
Compliment of the Week - 25 April 2011
I wanted to thank Michael Dyos for his clarity and understanding when
dealing with my loan structuring enquiry. It was more about pricing than loan
structuring but Michael understood what I was trying to achieve on behalf of my
client and he helped direct me to the appropriate area to try and achieve
this.
I have called the CBA Scenario Assistance Team sparingly as I take pride in
applying my skills and experience to structure loan submissions that benefit
the client and are acceptable to CBA's lending criteria. On each and every
occasion I have sought assistance however, I have been blown away by how
helpful, confident, concise and committed you guys are.
When I submit a loan to CBA that I've discussed with the Scenario Team
however I do so with confidence and that is invariably backed up with an
approval. Thank you again for your help today and achieving a positive outcome
for a new CBA client.
Alf Neubauer, Smartline, VIC
Compliment of the Week - 18 April 2011
I would like to recognise and to pass on my huge thanks to your credit
officer Leah Wales. Not only did Leah take responsibility for a file when
another staff member left early due to sickness, but she made several phone
calls to myself to establish conditions and even stayed back at work until
after 6.30 on a Friday night in the effort to complete the approval! I have
absolutely no doubt that I simply could not have received similar service with
any other bank. Leah was simply outstanding from my part and it is a service
that will not be forgotten.
Whilst I am at it, there have been numerous occasions during the last year
where when we have outside the box queries, both I and Goran have always been
given guidance by the CBA credit team. Julian McNamara and Frank Garreffa
always take the time to discuss proposals with us and it assists our business
no end! Once again please pass on our warm thanks to each of them.
Pat Short, Smart Choice Home Loans, VIC
Compliment of the Week - 11 April 2011
I would like to thank Audrey Camuglia for going beyond the call of duty.
Audrey works in Parramatta, lives in Hunters Hill and was prepared to travel
further to St Vincent's Hospital in Darlinghurst to deliver documents to my
client.
There is no doubt Audrey would have had an ordeal trying to find a park to
then find her way around the Hospital to get to where my client was. Audrey
even stayed while my client signed the papers rather than myself having to
collect them on my way home last night at 9.30pm and drop them to Parramatta
the next morning.
I hope Audrey is recognised for this extra effect that she has
displayed and thanks to her, it has eased the stress on me and my client.
Ann Camp, Mortgage Assist, NSW
Compliment of the Week - 4 April 2011
Julie Walker deserves high praise for the service and commitment she
provided to me. Julie understood my situation, willing took full ownership and
responsibility of the transaction and she was vital in ensuring that settlement
occurred as planned.
An example of her commitment to service was demonstrated when she alighted
from her home bound train to hand documents to myself. This cause Julie to have
to wait for the next train before heading home. Just a small example of the
quality service Julie afforded to us and more particular the new client to
Commonwealth Bank.
I am very appreciative of Julie’s support and would like to say thanks. Our
new client and our office have had a great experience.
Kim Kershaw, Kim Kershaw Finance Solutions, VIC
Compliment of the Week - 28 March 2011
I would just like to drop you a thank you note as I was impressed with the
effort that your credit assessing team put towards helping me.
I had a pre-approval in place for a construction which had expired (through
no fault of the Commonwealth Bank) and needed to be renewed. The builder gave
our client 14 days to settle or penalties would apply. To make matters worse I
had my computers stolen from work and I was unable to make adjustments online
through COLA unless I started from scratch, but I did not have the time.
The existing assessor was willing to make the adjustments himself as long as
I renewed the privacy and a few other items and forwarded them. Within two days
I went from full approval with docs issued to settlement! It does not get
any better than this.
Thank you very much and it is situations like this that re
affirms why I use CBA.
Mark Yancos, Loan Market, VIC
Compliment of the Week - 21 March 2011
I would like to thank Gabor Kiss in the Commonwealth Bank
discharge team who was incredibly helpful and understanding when I was chasing
up a Discharge Authority and payout figures for a customer. It is people like
Gabor who will keep Commonwealth Bank at the top of its game and we need more
assessors and advisors like him.
Thanks Gabor!
Jeynelle Dean, Aussie, VIC
Compliment of the Week - 14 March 2011
I would like to thank Melissa Salem at Broker Assist, as usual
she was extremely helpful and verified the information with Credit. George
Vorillas, Melissa Salem and the Broker Assist team are always available and
able to supply accurate and friendly advice.
I wish all the other lenders we dealt with had the same level
of expertise as you cannot be confident that you are getting accurate
information.
Mike and Sandy Owen, Loan Market, NSW
Compliment of the Week - 7 March 2011
I would like to thank Sam Zurzolo (Relationship Sales
Assistant) and Emma Hancock (Relationship Manager) for the great job they are
doing at Commonwealth Bank. Their response times on queries and willingness to
go out of the way is outstanding. Sam’s response times to any queries are very
quick and Emma will pick up my call, even when it's late in the evening. This
makes it a pleasure to deal with CBA. Thank you Emma and Sam for all your
support and making my job easier. I look forward to working with you both in
the future.
Hems Thakrar, Jade Financial Solutions, WA
Compliment of the Week - 28 February 2011
I have recently started with Bernie Lewis five months ago, after 13 years
with a major bank and I just wanted to provide positive feedback for Linda
MacNab, Sales and Process Coach in South Australia. Linda is always available
to take a call, takes time out to visit when required, is extremely
knowledgeable, personable and just a great person to deal with. Linda
came out to our Pirie St office and helped me “navigate” around multiple
Advisors’ Cola apps. This is something I have struggled with since September
2010 but in just one visit Linda has me flying high!
Recently I attended a PA training workshop in the city, which I know some
other banks do not offer and it just makes so much sense to provide this for
us. Your website is easy to use with everything there at your finger tips!
Well done CBA!
Sue Johnson, Bernie Lewis, SA
Compliment of the Week - 21 February 2011
I would like to let you know I appreciate the extraordinary service given by
Chou Lim, Customer Service Specialist, based in Parramatta.
We had a client in Queensland who had to settle on 9 February but at 4pm on
8 February Chou noticed that our client had not correctly signed the
documents.
Chou Lim went out of her way to organise new documents, have them emailed to
our Queensland branch, even stayed behind in her own time to receive them back
and organised settlement for the next day. The deal was successful and our
client avoidedn any charges.
Great service!
Martin Cooke, Jewel Finance, NSW
Compliment of the Week - 14 February 2011
I would like to thank the Commonwealth Bank for their assistance for one of
my clients during the recent Queensland flood crisis. His investment property
was due to be rented out, but without any tenants due to the floods, my client
was very concerned about having to pay the full interest repayments on the loan
and this would have been very challenging on him financially.
After he spoke to the team at the Commonwealth Bank, they allowed him to
defer two payments by canceling the direct debits and then organising to
reactivate this. They explained how the late fee will get automatically charged
to the account but he should contact the team to have this reversed.
My client was extremely pleased with the service he received and said “the
Commonwealth Bank were top notch, they were very professional and
understanding”.
Thanks for your help.
Sue McAllister, Optima Group Solutions, QLD
Compliment of the Week - 7 February 2011
I submitted four deals last week and I have been blown away by
the service that the Commonwealth Bank has provided with respect to my clients.
Three files were approved in less than 24 business hours, with one
unconditional in one day with docs on my desk. The fourth deal was submitted on
Saturday 29 January with a conditional received at 11.32am Monday morning! That
is 3 hours.
The Commonwealth Bank are really making me look good.
I would like to send a special thank you to Sue Gilbert and the rest of the
Credit team. Thank you for your support.
Martin Fedmowski, Loanmarket, VIC
Compliment of the Week - 31 January 2011
I would just like to say a big thank you to Beverley Law and
Joan McKay in Client Liaison for always being helpful, courteous, knowledgeable
and having such a genuine concern for the broker channel. On a few occasions,
I've had deals which needed that ‘little bit extra’ and they are always willing
to help by going above and beyond their normal duties.
I would also like to take the time to let the Commonwealth Bank
know that they are an asset to the Bank and certainly make my job less
stressful.
Thank you Beverley & Joan for having such a positive,
helpful attitude and keep up the good work, it is much appreciated!
Sheila Sivills, New Start Home Finance, WA
Compliment of the Week - 24 January 2011
I have big thank you to the FHOG team in Sydney. In particular,
I would like to thank Ruby Moustafa. She was incredibly helpful and went beyond
the norm to help sort out an internal issue with a file that is due to settle
tomorrow. She also offered that I call her back later today to confirm the file
status. Ruby was a real gem! She went over and above in an effort to help meet
settlement by tomorrow.
I then received a call from the Credit Assessor to confirm some minor points
which were rectified over the phone. I just wanted to raise this as special
thanks for all her help, without which we would have some very stressed
clients.
Through their hard work and creativity they have allowed settlement to go ahead
this morning. Both Julie and Ruby in the call centre were also instrumental to
ensure this occurred. They both took ownership at various stages, this really
made all the difference.
To me it been so refreshing, you guys are “Determined to be Different”.
Cameron Harker, Elders Home Loans, SA
Compliment of the Week - 17 January 2011
I would like to pass on my appreciation to the Mortgage Services team who
all played a part in getting us to settle this deal on 30 December 2010.
It was not an easy one and time was against us. We could have
settled on 31 December however, the vendor was being unreasonable and if we
could not settle on 30 December, then settlement would have to wait until 4
January 2011, which meant that our client was then up for a land tax bill of
$8,000.
Thanks for your support!
Jackie Mitchell, Finlease, NSW
Compliment of the Week - 10 January 2011
I would like to thank Michael Dyos for going beyond the service that is
expected of him. Earlier in the day, I wanted to know when the 3 Year Rate
Saver special was going to expire and Michael advised that it was the 31
December, however late afternoon he received an update that it was going to be
extended till 31 January. Michael remembered the conversation we had and went
out of his way to call me back and let me know that the offer had now been
extended.
The timing couldn’t have been better as I had a pending deal with a client that
would not have been submitted to CBA. Thanks to Michael for being so proactive
to call me back and going that extra step to inform me about the update.
Richard Loveday, Australian Mortgage Brokers, QLD
Compliment of the Week - 3 January 2011
I would like to thank Tharinda Visvalingam, in Certifications for an awesome
job in pushing an urgent file through which actually settled today. The file
was supposed to be a simple internal drawdown but had many unexpected
complications in the last minute, but Tharinda was very proactive and extremely
helpful to solve the problems, he gave us his directly number and was always
there to answer the phone when we needed his assistance almost every 10 minutes
and up to 5-6 times a day.
In the end we had to go to a settlement instead of a drawdown and the file
had to be re-certified, Tharinda had it done within a couple of hours then
settlement was booked in for the very next day.
We are all very happy and relieved that the loan has settled in time,
especially the client.
Thank you and your efforts are much appreciated!
Shannon Xiao. Accurate Financial, VIC
Compliment of the Week - 20 December 2010
Recently I had not just one, but two deals which went into crisis mode
through no fault of the Commonwealth Bank. It does not help my blood-pressure
that they were less than 3 weeks apart. However, I am glad I placed both deals
with the Commonwealth Bank, as both times the applications were approved as
soon as they are able to and loan documents were issued on the same day for
signing.
Special thanks to Sam Zurzolo, who put in a tremendous effort both times,
Emma Hancock and the assessors behind the scene. These deals would not have
happened without you guys!
As I always tell my colleagues, if you have a deal that needs urgent
attention, send it to CBA!
Lastly, please keep up with the great work and continue building an awesome
team. Thanks!
Martin Lau, Catalyst Finance, WA
Compliment of the Week - 13 December 2010
A big thank you to Selmina Aganovic, who worked tirelessly around the clock
including returning calls at 8.00pm on Friday night and on Saturday to get
pricing on my deal over the line. Selmina also resolved an issue created by
CBA’s direct debit form for Rate Lock. Pricing took over a week to approve, and
without Selmina, the pricing request would still be stuck on someone’s
desk.
It was a $1.9 million deal, and the client was ready to push the button to
go to another lender.
Thanks Selmina!
Brendan Waights, Loan Navigators, NSW
Compliment of the Week - 6 December 2010
I would like to thank Paul Di-Giantommaso and Debra Naylon for
their brilliant work on an extremely difficult file.
After approval and documents were returned there was an issue
obtaining the deed of priority (DOP) through IBA and having it worked on in a
timely fashion. Every time I rang the call centre I was advised that the DOP
was still outstanding, although IBA advised they had sent it 7 times!
I brought this to the attention of Debra Naylon. She contacted
the client both via phone and e-mail to advise where the file was up to and
that it should be funded by the end of the week - our client was very impressed
with this. Deb kept me informed every step of the way and Paul Di-Giantommaso
worked on this file and really helped this proceed to funding so fast.
I now have one very happy client and please pass on my thanks
to everyone in regards to this file. Certainly fits the slogan "determined to
be different".
Deanna Paton, Mortgage Choice, NT
Compliment of the Week - 29 November 2010
A huge thank you to Paula Little, Dan Pilecki and Jarrod
Rollinson for helping me get a contract approved in such record time. I got the
contract Sunday morning and full approval by Wednesday morning. Everyone worked
very hard and I am so appreciative.
This client was furious when CBA put up their rates and wanted to change. I
said listen if you want this done, in this amount of time, there is no other
place to go. He got the 6.99% Rate Saver and was thrilled with that and is
raving about the service now.
Many, many thanks!
Denise Scorey, Pinnacle Finance, QLD
Compliment of the Week - 22 November 2010
I want to say a big thank-you to Inge Schaefer, not for just
one outstanding performance but for countless acts of assistance she provides
to me on just about a weekly basis. She is a huge credit to your company and
makes dealing with the Commonwealth Bank a pleasure! She always has time to
deal with my issues be them small or complex and she handles each one with the
same professionalism time and time again.
Thanks Inge you’re a star!
Kylie Sheehan-Paramasivam, Aussie, QLD
Compliment of the Week - 15 November 2010
Thank you very much for your help Julian McNamara and Blair Farley.
Obviously there was confusion with what client had told me at application
stage. I was under impression he wanted his Bankwest card paid out, but last
minute I found out he wanted to keep it.
I thought we were gone for all money. But having this client’s loan
reassessed, reapproved, recertified and ready for settlement all within 15
minutes was fantastic!
My client was very happy with the outcome. Thanks you very much again! I owe
you another one!
Simon Szmerling, LoanMarket, VIC
Compliment of the Week - 8 November 2010
I would like to compliment CBA on outstanding service from the FHOG team.
Most FHOGs should be straight forward but mine was very complex involving a
couple born in Malaysia, one is a resident and couple bought over 12 months ago
(a turn key deal that was extremely late on completion and other detailed
issues). Settlement is on the 10th November.
Its appreciative to be able to talk to your FHOG Team direct. With
other banks the lines of communication and accessibility can be as difficult
and frustrating as pushing mud up a hill.
In particular Emma Kelly has been extremely helpful whenever a
problem arises with her positive attitude & proactive professional
approach.
Stephen Vider, Aussie, QLD
Compliment of the Week - 1 November 2010
I would like to pass on my sincere thanks and gratitude for the
excellent customer service and advice given by George (Vorillas) when I had
occasion to speak to him.
The time George took to explain a complex matter was very much appreciated and
his product knowledge was outstanding. George is a credit to your
organisation and I would very much appreciate my comments being passed on to
George and his supervisors at the highest possible level.
Judy Gibson, Able Home Loans, NSW
Compliment of the Week - 25 October 2010
I would like to say a big thank you to two staff in Perth. I
submitted a $10,000 top up for existing clients and we had difficulties with
getting the documents printed and signed urgently, due to the husband having to
travel immediately to England as his mother was quite ill. Janine at the call
centre was very helpful and understanding of my customer's problems. John
Gatchalian at Mortgage Services stayed back after hours to get the documents
printed urgently.
The customers were so appreciative at the extra effort put in
by everyone. Awesome work!
Jan Burgess, Jan Burgess Finance, WA
Compliment of the Week - 18 October 2010
I would like to recognise Rose O’Hara (Broker Support division) for
outstanding service she provided to me today. I called in relation to a
valuation process and she was extremely accommodating with a very friendly
persona, this made her an extreme pleasure to deal with. Rose went out of her
way to assist me & provide me with all the information that I needed.
It is fantastic to speak to such a warm & friendly person
who obviously enjoys what she does. Thank you Rose for the great service!
Kirsty Wilson, Century 21, WA
Compliment of the Week - 11 October 2010
Due to delays outside of CBA’s control, I wanted to express my sincere
gratitude for CBA for taking this (earlier-than-expected) settlement onboard as
a project. My BDM Andrew Watherston continues to perform beyond all
expectations. It’s thanks to Andrew and his team behind-the-scenes, that
continues to make dealing with CBA, a pleasure.
Like me, the clients are rapt and very appreciative of all of Andrew’s and
CBA’s efforts. One big thank you CBA!
David Brownie, Propel Finance Group, SA
Compliment of the Week - 4 October 2010
I would like you please to pass on my appreciation to one of
your Credit Managers, Izzy Alagiayawanna. I have had some dealings with
Izzy on some files and the communication and help on these files has been first
class. I worked in the bank for 23 years and the first person not liked
because of their decision making is the poor Credit Manager. Not in
this case as Izzy has been very professional and I wish him all the best
in his role.
Tony Wadelton, South Coast Home Loans VIC
Compliment of the Week - 27 September 2010
I have had another excellent experience with all involved in
the approval of an urgent file. In particular a BIG thank you to Jenny Mahon
from Document Fulfillment. Jenny identified a problem that required re
lodging this deal; at first I nearly had a heart attack as finance is due
Friday and settlement a week away. Jenny took ownership of the file and within
less than 24 hours had the file re-assessed, approved and documents issued. I
shared this experience with the client (after all was well of course!), they
were very impressed which cemented their choice of Lender. Love doing business
with you.
Leah Peters, Accomplish Finance QLD
Compliment of the Week - 20 September 2010
Selmina (Aganovic), Thank you for the Certificate of Appreciation, but more
importantly, I wish to sincerely thank you for your assistance since taking
over from Penny Nolan, who was a great BDM, and especially last week as we work
shopped our latest deal at our office in Waverton. I still hope to
progress this “largish” deal with your assistance over the next week, pending
the availability of the information and structure we discussed. Your
availability is always very much appreciated.
Furthermore, I wish to highlight the exceptional service provided by Annette
Stagg, of your Documentation area. Annette’s contribution in preparing
the Loan and Mortgage documents, then sending the documentation electronically
to a local branch, then contacting the local branch manager, then walking the
documents on their return the next day to the “Certification” team, allowed us
to win the client’s business from one of your competitors at the eleventh hour.
Annette’s role in the process was way above what I would have thought was
possible yet along the way she handled the process with such professionalism
and ease was much appreciated.
Again, I wish to make special mention of service levels that our clients are
receiving at the Crows Nest branch. Beau Ranawake and Nickson Adamson as
Customer Service Specialist and Damian Bassett as Branch Manager, have all done
a sterling job to welcome and assist with the day to day banking needs of my
CBA client base.
My clients and I appreciate the level of service across all areas of the
CBA. I have passed on to all our broking and management team at the Custom
Equity Group that CBA and its staff are providing service that is exceptional
and are showing a willingness to do business.
Mark Toole, Custom Finance Group NSW
Compliment of the Week - 13 September 2010
I wish to pass on my thanks to the CBA team for processing my application to
full approval within a week! Fantastic stuff ...good work. As I explained
to the client, CBA have yet to let me down when it comes to working within a
tight time limit.
Oscar Hvala - Aussie Home Loans VIC
Compliment of the Week - 6 September 2010
I would like to pass on my thanks to Grant James (RSA NSW) as
he has been a great asset to myself and my business, assisting me whenever it
is required.
Over the time I have had Grant as my RSA he has assisted in
sorting out the issues that I have had without any trouble over the past couple
of months. Whenever I have asked him for his assistance he does this and
usually goes beyond what is required to ensure that I and my clients have a
smooth transaction. He assists in alleviating my stress levels in these current
times.
I know that brokers are usually quick in complaining with the
service that they receive bit I can only give positive feedback to the Bank. I
would like it known that the staff I have had the pleasure in dealing with are
always professional and helpful. I do not have any negative views with the CBA
and would only wish that the other banks would take the same approach.
I have found Grant to be an asset for myself and would hope
that he is also valued as a staff member and appreciated by his peers for the
positive attitude that he as in assisting brokers. Please pass on my
appreciation and thanks to Grant for a job well done.
Karen Coburn, KLC Mortgages NSW
Compliment of the Week - 30 August 2010
Thanks to Inge Schaefer (QLD RSA) and Chris Lyons (QLD RM) for
turning my file around so quickly. As a broker who has been working in the
industry for 7 years now I have found that even when it is the lenders issue it
is a rarity that the problem is acknowledged and corrected so quickly and with
such effort. I would just like to thank you both 'officially' and say that
you're doing a great job and it is much appreciated!
Sarah Manning, Mortgage Choice QLD
Compliment of the Week - 23 August 2010
Earlier in the month I submitted an application for an existing
client. The credit officer who handled the file, which was quite complex, was
Leah Wales.
Although approval for the full amount could not be obtained,
Leah went out of her way to find a suitable solution that would satisfy both
the bank and the client. It was the way that Leah approached the situation
which was impressive. She looked at all ways that we could get the deal done
and was most co-operative and receptive with our suggestions. During our
conversations you could sense the way she presented herself that she was
looking for ways to approve rather than ways to decline.
I'm sure that there are other credit officers who have a
similar work ethic which augurs well for a harmonious existence between broker
and bank. Could you please pass my comments on to Leah's superiors as I'm sure
they would like to know and also my appreciation and thanks to Leah.
Sam Athans, APS Benefits, VIC
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