AMP Bank Director Distribution Adrienne Smith said the Bank has made some focussed enhancements which are all about assisting the critically important broker and adviser channels and helping improve customer outcomes.

The investments so far include:

• The creation of new end-to-end loan processing teams to increase speed and reduce errors in loan processing.
• Increased servicing from credit analysts, with brokers and advisers hearing from credit analysts more often through calls, emails and system alerts to keep them informed throughout the home loan process.
• Special workshops throughout the year to give brokers and advisers tools and information they need to support customers.
• A boost to broker and adviser support teams, including additional BDMs.

“We’re a virtual, branchless bank so our focus is very much on broker and adviser partnerships,” Ms Smith said.

“We’re listening to feedback from our intermediaries, and we know we have more work to do, but these measures are a step towards enhancing the experience for brokers, advisers and customers.”

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Mrs Smith has more than 30 years-experience in financial services and will join AMP from Bank of Queensland where she is currently General Manager BOQ Broker.

Mrs Smith started her career in New Zealand where she ran Sovereign Home Loans, managing the adviser and broker network. In Australia, she has been the Regional General Manager for the Commonwealth Bank in Adelaide, responsible for 75 branches, before moving to lead the Commonwealth Bank’s third-party channel relationships in NSW and ACT.

AMP Bank Group Executive Sally Bruce said Mrs Smith would be an important contributor to the next stage of the bank’s growth. “Enhancing and building our intermediated sales approach is critical for AMP Bank and our ambition to double our contribution to AMP over the next five years.

“Adrienne’s extensive experience managing third parties with a focus on driving the customer experience reflects her passion for the important role of advisers and brokers.

“We are delighted to welcome her to the team and to this newly-created role.” Mrs Smith will join AMP in April.

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