'Successful brokers distinguish themselves by going beyond the basics'
In this regular series, MPA catches up with a business development manager or relationship manager to get to know the people’s people of the industry. In this edition, Ebony Maxwell, national sales manager at National Finance + Loans, discusses how she supports brokers looking to succeed in a fiercely competitive industry.
Job title: National sales manager
Years in the industry: 22
Company: National Finance + Loans
Location: Dandenong, South Victoria
Briefly describe your role and how you support brokers.
National Finance + Loans has been in business for 26 years, primarily working with dealerships. My role was established to extend the company’s distribution into the broking channel and to support brokers unfamiliar with the asset space, whether due to a lack of expertise or time constraints.
Through simple “tick and flick” options, brokers can refer clients to us without losing their business, while still offering valuable solutions and earning commissions.
In addition, I am responsible for identifying and creating new business opportunities, building relationships with potential clients and managing key partnerships within the financial services industry. My focus is on understanding clients' financial needs and objectives and providing tailored financial solutions.
I also monitor market trends, develop strategies to drive revenue growth and collaborate with internal teams to ensure that our financial products and services meet client expectations. Ultimately, my role is key in driving business growth and strengthening our market presence.
What’s your favourite part of the job?
Engaging with brokers and crafting tailored solutions for their clients is a rewarding aspect of my role. I’m fortunate to collaborate with some truly exceptional individuals in our industry and I feel grateful for the relationships I’ve built and continue to nurture. It’s inspiring to be part of such a dynamic and supportive industry.
What sets successful brokers apart?
In a fiercely competitive industry, successful brokers distinguish themselves by going beyond the basics of transactional selling to build deep, long-term client relationships. At the core of their success is an unwavering commitment to understanding clients' needs, goals and risk tolerance. This client-first mindset drives every recommendation and reinforces trust.
Top brokers are also exceptional at staying informed. The finance world is always changing, from shifts in global markets to new regulatory requirements. Staying ahead of these trends allows them to provide clients with well-informed guidance. A mix of analytical skills, continual learning and a strong grasp of market dynamics enables successful brokers to spot opportunities and make decisions with confidence.
Lastly, adaptability and resilience are critical traits. Whether dealing with a volatile market or an unpredictable economic environment, successful brokers maintain composure and reassess strategies quickly while communicating clearly with clients. This ability to stay calm and proactive during uncertainty inspires confidence and loyalty among clients.
In short, successful brokers are trusted advisors, disciplined market analysts and empathetic communicators. These traits set them apart in an industry where both insight and integrity are essential.
What’s one thing brokers should be demanding from a BDM and lender relationship?
In today’s fast-paced financial environment, brokers need timely updates, clear guidance on changing lending policies and regular insights into product features. A proactive BDM can bridge the gap between lenders and brokers by anticipating market shifts, offering timely feedback and helping brokers stay ahead of any policy or product changes that could impact their clients. Transparent communication fosters trust and allows brokers to better manage client expectations and streamline the loan approval process.
By ensuring a strong, communicative relationship, brokers can confidently provide their clients with reliable, up-to-date options, enhancing both client satisfaction and broker-lender loyalty. This partnership isn’t just about maintaining relationships; it’s a critical factor in helping brokers deliver exceptional service in a competitive market.
Are there any industry-wide changes you think would benefit brokers?
I'm a strong advocate for reducing or eliminating clawbacks for brokers. Having witnessed firsthand the hard work of securing a deal for a customer, I truly understand the frustration brokers feel when they risk having their payment clawed back months or even years later. No one should feel like they're working for free, and brokers have bills to pay, too.
Additionally, a push for more transparent communication from lenders regarding policy changes, fee structures, and underwriting criteria would empower brokers to better serve clients and manage expectations. By creating a more predictable and broker-friendly environment, the industry can support brokers in delivering a more efficient, client-centred experience, fostering trust and satisfaction across the board.
What do you provide to brokers that makes you valuable to them?
Based on feedback from my brokers, they value working with me because I’m a genuine person who consistently offers dedicated support and exceptional customer service. I prioritise helping brokers navigate challenges and seize opportunities.
My quick response time and clear communication have earned their trust, as they know I’m always committed to doing what’s best for them and their clients and go the extra mile to get the job done. With 22 years in the industry, I’ve built a strong network and deep expertise. If I can't provide direct help, I connect brokers with the right resources or guide them toward alternative solutions.
Describe your ideal weekend.
I'm usually quite busy during the week, so I really look forward to the weekends when we have no plans. It's my time to relax, sleep in, and watch TV in bed. At the moment, I’m completely hooked on the series “From” on Stan – if you’re watching it, you know exactly how addictive it is!
Along with my partner, I have a daughter who just turned 18 and a son who is 14 and on the spectrum. Spending quality time with my family is really important to me (fur babies included), whether we're getting away for a trip or simply making memories together by going bowling or the movies.
