At P&N Bank there’s no question mortgage brokers play an important role in delivering real outcomes for West Aussies. For State Manager - Broker, Daniel Woods, that’s why broker support means more than managing a deal from application to settlement.
Moving from The United Kingdom in 2002, Daniel noticed a serious gap in the banking sector’s customer experience model: quality service. A gap he believed, with a leadership background in traditional retail industries, he could help to fill.
Fast forward 24 years in the mortgage and finance industry, Daniel leads his broker team underpinned by passion and going the extra mile.
Making dreams come true – financially
Daniel brings a refreshingly human sense of humility to his role, despite an impressive two decades of experience under his belt. Crediting his passion for working in the finance sector in its unique position helping people’s dreams come true. An admission that’s met with brief hesitation, at risk of sounding too nef – a slang term for unpopular or uncool. “People are trying to achieve things in life and financing institutions can help them with that,” he explains. He doubles down on this ethos when it comes to servicing brokers. A successful outcome for his team achieves two things, “helping broker's get a good result for their client and their small business too.” His commitment to creating real client success doesn’t go unnoticed by colleagues and customers.
No beating around the bush
Let’s face it, banks don’t always have the best reputation for turnaround times and clear communication. It’s this stereotype Daniel seeks to challenge within his team. When it comes to providing reliable broker support, his philosophy for the team is simple, “we’re easy to get a hold of and we get back to people.” Forming a trusted broker relationship means no beating around the bush. “Brokers feel comfortable reaching out to us because, even if the answer is no, it’s a quick no, rather than a drawn out one,” he said. It’s this approach that has earned them Mortgage and Finance Association of Australia (MFAA) awards for four consecutive years (2022-2025).
Listening to the experts
Broker’s play an important role in providing choice and competition in the industry. With a network of over 2,500 experienced brokers, relationship building through regular visitations, attending forums, and ongoing conversation is key. For Daniel, it’s also about leaving ego at the door so brokers are being heard. “We have a great opportunity to lean on a very experienced group of experts who live and breathe this stuff, not taking them seriously, would do our team a great disservice,” he explains.
A team built on great customer service
Our broker team is built with passion and great service at its core. “Finding people who have the right mindset and attitude helps get a positive result, as it’s easier to teach policy and process, over the right attitude and drive to provide great customer service,” Daniel said. Although when it comes to experience Daniel’s team is certainly not lacking, with a combined 40 years' broker experience across the team.
When asked what motivates him, Daniel’s reply should come as no surprise, “I like to have fun however I can, even at work.” He continues, “I'm a big believer in putting effort into work and being 100% on the job, so you can be 100% off the job and focus on the things that matter.” For Daniel, that’s spending quality time with his kids.
At P&N Bank, our broker team does more than progress applications, they advocate for you. If you’re a local mortgage Broker, find out more about how our Broker BDMs can support you.
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