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BDM in the Spotlight: Liwen Liu

Publication Date: Monday, 27 April 2020
This article originally appeared in Mortgage Professional Australia

BDM in the spotlight asks a different BDM the same questions – giving you regular insights into the lives of some of the top BDMs in the country.

Name: Liwen Liu
Years in the industry: 7
Company: Brighten Home Loans (‘Brighten’)
Location: Sydney, NSW

What you did before entering the industry:

Before joining Brighten in January this year, I was a Partnership Development Manager with N1 Holdings Ltd, where I worked with multiple internal and external stakeholders building and developing rapport through business-to-business relationships. Before that I was a mortgage broker.

How often do you see brokers in a week?

I communicate with brokers on a daily basis. Before we introduced working from home arrangements here at Brighten because of the COVID-19 pandemic, I often had multiple meetings with brokers every day. Since starting to work from home, I have been using Zoom to keep in touch with my broker clients. I still talk to them on the phone every day even if we can’t meet each other face-to-face.

What do brokers want most from you?

I believe being accessible and reliable are the keys to being a good BDM. My brokers come to me with various different enquiries, from discussing loan scenarios and policies to application progress updates, escalation requests, and settlement-related matters – the list is pretty long! Given my background in mortgage broking, I can easily relate to brokers, and I understand what they need or expect from a BDM. I always try my best to provide timely and professional assistance to my brokers.

What is your favourite part of the job?

My favourite part of the job is providing helpful assistance and solutions to my brokers, and knowing that as a result their customers are happy with their services.

What distinguishes the best brokers you deal with?

The best brokers understand what their clients need and advise them accordingly. The best brokers I deal with also go above and beyond to find the right solutions for their clients. The loan application is presented nicely when it comes to submission. The best brokers I deal with also provide comprehensive broker notes, which really helps to speed up the assessment time.

Describe your ideal weekend

My ideal weekend would be watching my daughter playing in the backyard while my husband does gardening, so that I can relax and have some time of my own.

What’s the strangest lending scenario you’ve ever encountered?

It’s really hard to pick only one! The most recent was a customer who had moved to Australia from overseas. He wanted to purchase a property and move in with his new partner, however his son was not happy with his decision and they had a huge fight about it. The customer ended up withdrawing his home loan application.

What is your favourite food?

I would say hotpot – especially when I get to enjoy a nice hotpot dinner with my family and friends on a rainy day.

What our customers and partners say about us

Their ability to work with clients with such high customer service level and fast processing speed is incredible.

Jun,

I have been working with my BDM, Mikai Ning, for two years. Since meeting her, she has continued to impress me with her professionalism, her efficiency, and her patience to listen and explaining all information. Even during pregnancy period, she even said to me personally that if there is anything I require, that Mikai is still contactable and will get back to me as soon as she can. Her attitude is always super nice and is highly passionate about what she does. I have been in this field for so many years and she is the best BDM I have worked with.

Lulu, Accredited Broker

Great review for Mikai Ning. Not only is she highly passionate, but she is also very hard working and highly detail oriented in her work. No matter what time of the day, or day of week, she will always get back to us. We highly appreciate Mikai and Brighten for their hard work and ongoing support.

Fan, Accredited Broker

Brighten’s BDM, Liwen, has left a very impressive impression. Whether it is policy or product, she can solve and fix any problem, big or small, she is always reaching out and supporting us. From the beginning, It has been great to work with Brighten’s vastly experience team and great products. I always recommend Brighten to all my clients.

Jinkai, Accredited Broker

Mikai is a very passionate and proactive person. Our work with Mikai has is nothing but positive outcomes and we look forward to continuing working Brighten and Mikai.

Alan, Accredited Broker

My BDM Leo Liu has been a great help in assisting me setting up the referral program and educating in terms of products and knowledge. I look forward to the greater relationship with Brighten Home Loan and Leo Liu.

Anthony, Accredited Broker

Mikai is our BDM and she is a very detail oriented with great work ethic and speed. If there is a policy update, she will always try and get in touch with us as soon as possible to ensure that we received and understand the relevant changes so that we can better accommodate our clients. Thank you for your ongoing support to us brokers.

Terry, Accredited Broker

It has been very convenient with the interest rates being lower also. Brighten home loan was able to solve so many problems for overseas clients. Big thanks to BDM Mikai for all her support.

Yuhui, Accredited Broker

I need to thank my BDM Liwen Liu. She has been very responsible since the beginning. She is always patient with my home loan scenario enquires. She always tries to do best for the clients. Liwen is very professional, always gives good advice to brokers. She is an excellent BDM. Thank you.

Jakie, Accredited Broker

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