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BROKER CUSTOMER CONNECT


Welcome to the Broker Customer Connect (BCC) Program

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  • The Broker Customer Connect (BCC) program has been designed for you, our Mortgage Brokers – by using this program, you can have the BCC team on-board your customers to CommBank, ensuring they have all their banking needs covered in one conversation.
  • Our CommBank staff will conduct a needs based conversation with our mutual customers to assist with any further service or financial needs. All existing and new brokers are eligible to use the BCC program.
  • There are two ways your customer can request a call from the BCC team for an onboarding conversation:
    1. Through the broker - In order for your customer to receive a call from the BCC Team, all you need to do is complete and submit the Broker Customer Connect form.
    2. Digitally - The customer will need to select a call back from within the welcome email they receive from CBA “click here to view a copy”
  • The BCC team will keep you, the customer’s Mortgage Broker informed of the outcome of the call.

Note: CommBank also offers a separate program called Commercial Connect, to learn more about Commercial Connect, how to register and what products are eligible click here

 

Broker Customer Connect Process – Through a broker

Step Detail
1.
2.
  • Complete the form with your customer/s to indicate:
  • Which products/services they would like to discuss,
  • How they would like us to contact them and their preference of time of day
  • The initiating brokers details
3.
  • Email the form to tpbconnect@cba.com.au quoting the customer’s Home Loan application number in the email subject line
4.
  • The Broker Customer Connect team will contact the customer within 3 business days of receiving the form to welcome them to CommBank and discuss what was indicated on the Broker Customer Connect form

Note: The team will attempt to contact the customer up to 3 times (within a week of the original request), where we are unable to contact the customer on third attempt a new request will need to be submitted.

5.
  • The Broker Customer Connect team will email the Broker with the outcome of the call, example below
Successful Unsuccessful

“Hi < Broker Name >,

This is a courtesy email acknowledging that we have successfully spoken to your customer as requested by you via the Broker Customer Connect Form.

Kind regards
Broker Customer Connect Team

“Hi < Broker Name >,

This is a courtesy email to inform you that unfortunately after three (3) attempts we were unable to contact your customer as requested by you via the Broker Customer Connect Form. You may wish to contact the customer and follow up on any further matters related to their Home Loan.

If you would like us to try and contact the customer again, we require a newly signed and dated Broker Customer Connect Form. Alternatively, customers can always contact our customer service specialists on 13 22 24:

  • Monday – Friday: 8am – 7pm AEST
  • Saturday: 9am – 2pm AEST

Kind regards
Broker Customer Connect Team

 

Broker Customer Connect Process – Digitally

 

Step Detail
1.
2.
  • From within the email the customer must select “Get Started”
  • The customer must complete and submit the Broker Customer Connect E-Form which indicates:
    • Which products/services they would like to discuss,
    • Their contact number (this must be the same as per the application)
    • Their brokers details
3.
  • The Broker Customer Connect team will contact the customer within 3 business days of receiving the E-Form to welcome them to CommBank and discuss what was indicated

Note: The team will attempt to contact the customer up to 3 times (within a week of the original request), where we are unable to contact the customer on third attempt a new request will need to be submitted.

4.
  •  The Broker Customer Connect team will email the Broker with the outcome of the call, example below
Successful Unsuccessful
“Hi < Broker Name >,
This is a courtesy email acknowledging that we have successfully spoken to your customer as requested by them via the Broker Customer Connect E-Form.
Kind regards
Broker Customer Connect Team
 
“Hi < Broker Name >,
This is a courtesy email to inform you that unfortunately after three (3) attempts we were unable to contact your customer as requested by them via the Broker Customer Connect E-Form. You may wish to contact the customer and follow up on any further matters related to their Home Loan.
If you would like us to try and contact the customer again, we require a newly signed and dated Broker Customer Connect Form. Alternatively, customers can always contact our customer service specialists on 13 22 24:
• Monday – Friday: 8am – 7pm AEST
• Saturday: 9am – 2pm AEST
Kind regards
Broker Customer Connect Team
 

 

No Advice Model

Broker Customer Connect works on a ‘No Advice’ model. As a Mortgage Broker, you have a responsibility to ensure you do not provide advice you are unqualified to give. This applies both in the workplace and socially. Unaccredited staff and Mortgage Brokers can only handle sales enquiries and sell regulated products on a no-advice basis. That is, they can act on a specific request from a customer and in doing so provide factual information only.

For further details, please refer to Financial Services Regulation (FSR)

 

What Products & Services are available?

For a full list of products and services available, refer to the Broker Customer Connect Form here.

Online banking registration (NetBank)

A secure, online place for customers to manage their finances. Where they can get a big picture overview and explore all the day-to-day details too.

Read more here

Everyday Offset

An Everyday Offset is a transaction account linked to a Standard Variable Rate or Investment home loan. Any money put into an Everyday Offset reduces the balance on which we charge interest, meaning customers will only pay interest on the difference.

Read more here

Savings Account

Customers can compare, then choose one or more of our savings accounts to give them greater peace of mind and help them reach their savings goals faster.

Read more here

Smart Access Account

A bank account for day-to-day living with award-winning features to help customers stay on track and in control of their money.

Read more here

Credit Cards

Customers can choose from our range of low rate, low fee and awards cards.

Read more here

Personal Loan

Customers can choose from our range of fixed, variable and secured personal loans.

Read more here

Home Insurance

Customers can get a quote for a range of Home Insurance products

Read more here

Keycard or Debit Mastercard

A debit card is linked to a customer everyday transaction account, so whenever customers pay for something, the money is taken from the ‘available funds’ in that account.

Read more here

Note: The Broker Customer Connect process is not limited to the products/ services listed on the form. If the customer would like to discuss any other needs, they can do so when contacted by our CommBank staff.

 

Post Settlement Customer Communication

Welcome On-board call

Once the home loan contracts are issued, a CommBank staff member may contact the customer to welcome them to CommBank, simply pre-position your customer that they may be contacted by CommBank for this Welcome call.

Note a welcome call will not be made if you send a request via the Broker Customer Connect team.

 

Welcome Electronic Direct Message

Post settlement, all customers will receive a welcome email directly to their nominated email address welcoming them to CommBank. This email also provides them with key information such as where to go for further support and how to rate their brokers service in NetBank.