Lending AwardsThe broker channel is growing in an increasingly competitive distribution landscape....

AustralianLending Awards 2020

Submission Information

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Key Dates

Awards Ranking Summary

Date:

Wednesday 2nd October 2019

Friday 1st November 2019

Friday 22nd November 2019

Wednesday 27th November 2019

Wednesday 5th December 2019

Friday 24th January 2020

Wednesday 26th February 2019

Australian Lending Awards 2020

1. Best First Home Buyer Lender

2. Best Investor Lender

3. Best Self-Employed Lender

4. Best Specialist Lender

5. Best Third-Party Lender

6. Best Mutual

7. Best Non-Bank

8. Best Customer Experience (Satisfaction)

9. Best Customer Marketing

10. Best Credit Card Provider

11. Best Unsecured Personal Lender

12. Best Secured Personal Lender

13. Best Mortgage Aggregator

14. Best Lending Innovation

15. Lender of the Year

RFi Research

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Based on all the criteria across the 15 award categories and represents the judges views on the best lender in the market.

Finalists Interviews

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5th December

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Action:

Submissions open

Submissions close

Judges to return submission scores to RFi Group

Finalists announced

Finalist interviews

Judges to return interview scores to RFi Group

Australian Lending Awards Gala Dinner


1. Best First Home Buyer Lender

Given that first home buyers are struggling under the burden of affordability, this award is designed to recognise the lender best catering for the needs of this key consumer segment.

Please refer to the following criteria in your submission:

• Highlight how your organisation has structured its business offering designed to meet the needs of this market segment.

• Demonstrate your organisation’s ongoing commitment to innovation, quality of product and service to this market segment.

• Provide case studies or examples that showcase how your organisation caters for the needs of this market segment.

• Demonstrate improved performance in attracting and maintaining relationships with this customer segment (e.g. customer growth x%, improved advocacy).

This Award will be based on the submission which will be audited and assessed by the Australian Lending Awards judges and the opinions and experiences of over 8,000 consumers and 500 brokers.

Finalists will be announced on Wednesday 27th November and subsequently invited for a face-to face/telephone interview with the judges taking place on the 5th or 6th of December at RFi Group’s offices in Sydney. As such please block out these dates in your diary in anticipation of being interviewed in person/via telephone that day.

The winner will be announced at the Australian Lending Awards on Wednesday 26th February 2020.

Awards Criteria


2. Best Investor Lender

The investor lending market has been facing increased scrutiny in recent times. This scrutiny has resulted in a challenging environment for new and existing investment borrowers. This award will recognise the lender best servicing and supporting this sector.






This Award will be based on the submission which will be audited and assessed by the Australian Lending Awards judges and the opinions and experiences of over 8,000 consumers.

Finalists will be announced on Wednesday 27th November 2019. The winner will be announced at the Australian Lending Awards on Wednesday 26th February 2020.

3. Best Self-Employed Lender

The self-employed borrower faces an uncertain time. While lenders have broken down some barriers in terms of LVRs, this segment is looking for comfort that lenders will still have an appetite to lend. This award recognises the lender best catering to this segment.









4. Best Specialist Lender

Australians’ lending needs differ considerably. Some borrowers fall outside the mainstream lending criteria of the major banks and require financing from specialist lenders that cater to their unique needs. This award recognises the specialist lender most effectively servicing the needs of borrowers and the one that is best advocating this sector of lending.


• Demonstrate how your organisation provides a market leading product and customer service proposition, clearly articulating your key points of differences/unique selling points.

• Detail how your organisation advocates specialist lending and takes a leadership position in educating borrowers about alternative financing options.





5. Best Third-Party Lender

The broker channel is growing in an increasingly competitive distribution landscape. Based on broker experience, this award recognises the lender that is doing the most to support the broking industry.


• Highlight how your organisation has positioned its business to capitalise on third party distribution and subsequent successes in this area. This might include product offering, servicing capabilities, etc.

• Demonstrate your organisation’s commitment to the third-party channel in the areas of training, education and provide other relevant broker business building resources.

• Provide case studies or examples that showcase how your organisation empowers brokers and adds to the overall development of the third-party distribution channel.




6. Best Mutual

The mutuals already demonstrate a commitment to customer satisfaction above and beyond profits. This award recognises the mutual that is pushing the boundaries in the mortgage market.


• Highlight how your organisation translates the values and proposition of the mutual sector into day- to-day customer servicing (product and offering) and the overall development of your mortgage business.

• Demonstrate your organisation’s ongoing commitment to innovation and to continually improving the customer experience across all customer touch points.

• Provide case studies or examples that showcase how your organisation has underpinned and strengthened its mortgage business.

• Demonstrate improved performance in attracting and maintaining relationships with customers (e.g. customer growth x%, improved advocacy).

This Award will be based on the submission which will be audited and assessed by the Australian Lending Awards judges.


7. Best Non-Bank

Famed for innovation, this award will recognise the non-bank lender that is best placed to serve customer interests and best advocate the benefits of Australia’s non-banks to consumers.


• Highlight how your organisation translates the values and proposition of the non-bank sector into day-to-day customer servicing (product and offering) and the overall development of your business.

• Demonstrate your organisation’s ongoing commitment to innovation, quality of product, service and advocating the non-bank proposition.

• Showcase your organisation’s ability to harness distribution channels to best serve customer needs.

• Provide case studies or examples that showcase how your organisation has underpinned and strengthened your business.


This Award will be based on the submission which will be audited and assessed by the Australian Lending Awards judges.

Finalists will be announced on Wednesday 27th November and subsequently invited for a face-to face/telephone interview with the judges taking place on the 5th of December at RFi Group’s offices in Sydney. As such please block out these dates in your diary in anticipation of being interviewed in person/via telephone that day. The winner will be announced at the Australian Lending Awards on Wednesday 26th February 2020.


8. Best Customer Experience

Combining customer satisfaction, advocacy and customer engagement, this award is based on customers’ experiences and preferences. Essentially, this award is determined by customers for the benefit of customers.


• Highlight how your organisation has structured its business and offering to meet the needs of your customer base.

• Demonstrate your organisation’s ongoing commitment to service, innovation and continually improving the customer experience across all customer touch points.

• Provide case studies or examples that showcase how your organisation has maintained consistent and sustainable customer servicing standards.

• Demonstrate improved performance in customer satisfaction or advocacy.



9. Best Customer Marketing

In a market in which it is increasingly difficult to stand out and engage with customers via traditional marketing channels, this award recognizes the lender that has best harnessed the marketing options available to them to attract customers.


• Highlight how your organisation has embraced a cross section of marketing functions and tactics to win more customers and retain existing ones.

• Demonstrate the process undertaken to understand your target market and to identify key proof points for this segment.

• Demonstrate the process undertaken to deploy the customer marketing strategy.

• Provide examples of improvements in marketing metrics, e.g. brand recall and preference.




10. Best Credit Card Provider

Credit card providers continue to face challenges on a number of fronts as regulatory focus, new entrants and changing consumer behavior all put pressure on the typical credit card business model. Innovation and acquisition remain focus areas and we have recently witnessed the launch of several new products and strong offers in market.


• Demonstrate your organisation’s ongoing commitment to innovation, quality of product and service in the credit card market.

• Demonstrate how your organization services the needs of its credit card customers and how this is different to the broader market.

• Provide case studies or examples that showcase the strength of your credit card offering.

• Demonstrate how you are adapting to these changing conditions.






11. Best Unsecured Personal Lender

The personal loan market is facing unprecedented levels of competition from alternative providers of credit and quasi credit. This category looks for excellence in the provision of unsecured credit and takes into account product design, positioning and customer experience.








12. Best Secured Personal Lender

Secured loans form an important part of the personal lending landscape. This category looks for excellence in the provision of secured credit and takes into account product design, positioning and customer experience.





This Award will be based on the submission which will be audited and assessed by the Australian Lending Awards judging panel and the opinions and experiences of over 8,000 consumers.

Finalists will be announced on Wednesday 27th November 2019.



13. Best Mortgage Aggregator

The competition for brokers in Australia has intensified in recent years and the mortgage aggregators in Australia have had to fight fiercely to acquire and retain brokers. This award recognises the aggregator group that has proven its value to its brokers and provided them with the support and tools that they need to thrive.


• Highlight how your organisation has structured your business and offering to be the best aggregator for mortgage brokers.

• Demonstrate your organisation’s ongoing commitment to innovation, support and service to this market segment.

• Provide case studies or examples that showcase how your organisation caters for the needs of brokers.

• Demonstrate improved performance in attracting and maintaining relationships with brokers (e.g. broker growth, broker experience).


Finalists will be announced on Wednesday 27th November 2019.


14. Best Lending Innovation

Lending has been targeted by innovators for many years internationally and domestically with new business models emerging all the time. This award recognizes lending innovation with a focus on a combination of customer delivery/ satisfaction as well as credit management and sustainability.


• Detail a specific initiative or change implemented by your organisation and the impacts of this innovation.

• Overview of customer outcomes with details on how the customer has benefited.

Lending innovation includes all forms of retail credit.



15. Lender of the Year

This award is based on all of the criteria across the other award categories and represents the best lender in the market. Regardless of lender segment – bank, non-bank or mutual – this award recognizes the lender best positioned in the Australian lending market overall.


Lending AwardsThe broker channel is growing in an increasingly competitive distribution landscape....

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