BROKER CUSTOMER CONNECT
Welcome to the Broker Customer Connect (BCC) Program
- The Broker Customer Connect (BCC) program is designed for your customers to access a dedicated team who can provide factual information and assist with banking services and enquiries in addition to their CBA home loan. All existing and new brokers are eligible to use the BCC program. Our CommBank staff will conduct a needs based conversation with our mutual customers to assist with any further service or financial needs.
- There are two ways your customer can request a call from the BCC team:
- Through the broker (available to Platinum brokers only) - 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. While wet signatures are acceptable, please only submit using a DocuSign signature if signing electronically.
- Digitally - The customer can request a call from the BCC team by completing a form on the CommBank website https://www.commbank.com.au/brokerconnect, or when they receive a welcome email from CBA post settlement. “Click here to view a copy”
- The BCC team will inform you via email whether they have been successful or unsuccessful in contacting the customer.
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 do not facilitate the Home Loan Onboarding process. For queries in relation to Home Loan Applications, fulfilment and maintenance, please refer to the contact us page.
Broker Customer Connect Process – Through a platinum broker
Note: if you are an Essential or Elite broker, your customer will need to request using the digital form.
| Step | Detail | ||||
|---|---|---|---|---|---|
| 1. |
|
||||
| 2. |
Note: Please ensure to select from the options available on the form and refrain from text outside of indicated fields. While wet signatures are acceptable, please only submit using a DocuSign signature if signing electronically. |
||||
| 3. |
|
||||
| 4. |
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 the third attempt, a new request will need to be submitted. |
||||
| 5. |
|
Broker Customer Connect Process – Digitally
| Step | Detail | ||||
|---|---|---|---|---|---|
| 1. |
|
||||
| 2. |
|
||||
| 3. |
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 the third attempt, a new request will need to be submitted. |
||||
| 4. |
|
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 get a big picture overview and explore all the day-to-day details too. |
| Everyday Offset |
An Everyday Offset is a transaction account linked to an eligible variable rate Home Loan or Investment Home Loan. Money customers put into an Everyday Offset reduces the balance on which we charge interest. This means, customers will only pay interest on the difference. |
| 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. |
| 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. |
| Personal Loan |
Customers can choose from our range of fixed, variable and secured personal loans. |
| Home Insurance |
Customers can get a quote for a range of Home Insurance products |
| 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. |
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.
For Account Openings (via call):
- The customer(s) need to have an existing transaction account
- If customer(s) are looking to open a joint Everyday Offset account, they need to have an existing joint transaction account with both customers listed as account holders
- Both customers need to be available on the call in order for the BCC team to open a joint account
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.