7. Case study: Capital City Finance and Mortgage Brokers (CCF & MB)

Overview

Capital City Finance and Mortgage Brokers (CCF & MB) is a family-owned business providing a range of mortgage and finance broking services to the business and private sectors, with experience in all facets of finance and insurance, providing expert advice covering a multitude of products and options existing within the market.

CCF & MB specialises in home loans, commercial lending, business lending, personal and motor vehicle finance and insurance (life and general); and focuses on helping clients find the finance service suited to their individual circumstances.

It provides its services through its association with the following partners:

• Australian Aggregators: a rising company within the aggregation business, with an extensive panel of residential and commercial lenders, and asset finance.
• ABC General Insurance: a boutique insurance company specialising in a full range of general insurances.
• XYZ Life: a small family-owned insurance brokerage specialising in the full range of life insurance products.

Based in the city, CCF & MB has the capacity to provide service to their clients from their office, or anywhere at their clients' convenience through its team of mobile brokers.

CCF & MB does not hold a credit licence but operates as a credit representative of Australian Aggregators.

Since its inception 13 years ago, CCF & MB has built a loan book of almost $1.2 billion and averages over $120 million in new loans annually.

CCF & MB's vision is to be the mortgage and finance broker of choice in the greater metropolitan area.

CCF & MB's mission statement is: 'to operate professionally in accordance with legislation, our licence and professional standards'.

CCF & MB's values are:

• to act with honesty and integrity at all times
• to provide unbiased advice and conduct business, free from any conflict of interest
• to maintain confidentiality in all dealings
• to meet all NCCP regulatory requirements
• to comply with all mortgage industry laws and regulations
• to ensure quality and efficiency in its loan processes.

CCF & MB's people

CCF & MB is owned by husband and wife, George and Mildred Spencer.

With over 35 years' experience in finance and business ownership, George established and built a successful business dedicated to assisting clients with managing their finances effectively. Starting the business with his wife Mildred 13 years ago, George gained immense satisfaction in seeing it expand, to provide service to more and more clients across the city and greater metropolitan area. Although in recent years he has stepped back from dealing directly with clients, he still maintains a small select clientele. He also takes great pride in training and mentoring his team to help them to enhance their performance.

Mildred has over 22 years of lending experience and is qualified, not only to assist her clients with their mortgage requirements, but also to assist them with their commercial finance requirements. She also holds financial planning qualifications. She specialises in asset finance.

The company has a small team of five additional consultants and two administration staff members. Profiles for the team are as follows:

• Jennifer Dee is recognised as one of the top female brokers in Australia. She has been in the broking industry for over 10 years and has a passion and dedication to assist and accommodate all of her clients' needs with their financial dreams. Jennifer is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA).
• Louise Spencer (George and Mildred's eldest daughter) is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA) and has been working as a loan consultant for almost two years. Louise started off in the lending industry in the office as an administrator to gain as much experience and knowledge as possible before taking a broking role. Her passion for helping her clients ensures that she is always available to her clients at a time and place convenient for them.
• Michael Spencer is George's younger brother and is CCF & MB's equipment finance specialist. He has over 25 years working in the equipment finance industry. He has developed an in-depth understanding of the transport and agricultural industries, and also provides finance for general equipment, motor vehicles and computer equipment.
• Martin Long has specialised in equipment finance for the last three years, but prior to this he spent five years operating his own retail food business. This practical experience allows him to see things from his client's point of view, including experience with equipment finance. He specialises in plant and equipment in the machinery, woodworking and packaging industries. Examples of some of the equipment he has financed are farm machinery, extrusion lines, plastic injection moulders, commercial catering equipment, woodworking plant, packaging lines, forklifts, office fit-outs and many different motor vehicles.
• Luis Ramirez migrated to Australia as a young boy, 25 years ago with his family. After completing high school he graduated from university with an accounting degree and worked in ANZ in commercial lending. He joined CCF & MB four years ago and specialises in vehicle and capital equipment financing. He provides ITC and general equipment lease funding options for clients. By providing better outcomes, both during and at the end of their equipment leases, Luis' many clients have been able to reduce costs and maximise the value of their available budgets.

CCF & MB is a member of the MFAA, as a broking business dealing directly with the public. Both George and Mildred are fellows of the MFAA. CCF & MB is also a corporate member of the FBAA.

All staff members, including consultants, are paid an annual salary plus superannuation. Consultants also receive a car allowance plus a percentage of trail commissions, which are paid quarterly based on their performance targets.

Case study: Capital City Finance and Mortgage Brokers (CCF & MB)

Overview

Capital City Finance and Mortgage Brokers (CCF & MB) is a family-owned business providing a range of mortgage and finance broking services to the business and private sectors, with experience in all facets of finance and insurance, providing expert advice covering a multitude of products and options existing within the market.

CCF & MB specialises in home loans, commercial lending, business lending, personal and motor vehicle finance and insurance (life and general); and focuses on helping clients find the finance service suited to their individual circumstances.

It provides its services through its association with the following partners:

• Australian Aggregators: a rising company within the aggregation business, with an extensive panel of residential and commercial lenders, and asset finance.
• ABC General Insurance: a boutique insurance company specialising in a full range of general insurances.
• XYZ Life: a small family-owned insurance brokerage specialising in the full range of life insurance products.

Based in the city, CCF & MB has the capacity to provide service to their clients from their office, or anywhere at their clients' convenience through its team of mobile brokers.

CCF & MB does not hold a credit licence but operates as a credit representative of Australian Aggregators.

Since its inception 13 years ago, CCF & MB has built a loan book of almost $1.2 billion and averages over $120 million in new loans annually.

CCF & MB's vision is to be the mortgage and finance broker of choice in the greater metropolitan area.

CCF & MB's mission statement is: 'to operate professionally in accordance with legislation, our licence and professional standards'.

CCF & MB's values are:

• to act with honesty and integrity at all times
• to provide unbiased advice and conduct business, free from any conflict of interest
• to maintain confidentiality in all dealings
• to meet all NCCP regulatory requirements
• to comply with all mortgage industry laws and regulations
• to ensure quality and efficiency in its loan processes.

CCF & MB's people

CCF & MB is owned by husband and wife, George and Mildred Spencer.

With over 35 years' experience in finance and business ownership, George established and built a successful business dedicated to assisting clients with managing their finances effectively. Starting the business with his wife Mildred 13 years ago, George gained immense satisfaction in seeing it expand, to provide service to more and more clients across the city and greater metropolitan area. Although in recent years he has stepped back from dealing directly with clients, he still maintains a small select clientele. He also takes great pride in training and mentoring his team to help them to enhance their performance.

Mildred has over 22 years of lending experience and is qualified, not only to assist her clients with their mortgage requirements, but also to assist them with their commercial finance requirements. She also holds financial planning qualifications. She specialises in asset finance.

The company has a small team of five additional consultants and two administration staff members. Profiles for the team are as follows:

• Jennifer Dee is recognised as one of the top female brokers in Australia. She has been in the broking industry for over 10 years and has a passion and dedication to assist and accommodate all of her clients' needs with their financial dreams. Jennifer is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA).
• Louise Spencer (George and Mildred's eldest daughter) is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA) and has been working as a loan consultant for almost two years. Louise started off in the lending industry in the office as an administrator to gain as much experience and knowledge as possible before taking a broking role. Her passion for helping her clients ensures that she is always available to her clients at a time and place convenient for them.
• Michael Spencer is George's younger brother and is CCF & MB's equipment finance specialist. He has over 25 years working in the equipment finance industry. He has developed an in-depth understanding of the transport and agricultural industries, and also provides finance for general equipment, motor vehicles and computer equipment.
• Martin Long has specialised in equipment finance for the last three years, but prior to this he spent five years operating his own retail food business. This practical experience allows him to see things from his client's point of view, including experience with equipment finance. He specialises in plant and equipment in the machinery, woodworking and packaging industries. Examples of some of the equipment he has financed are farm machinery, extrusion lines, plastic injection moulders, commercial catering equipment, woodworking plant, packaging lines, forklifts, office fit-outs and many different motor vehicles.
• Luis Ramirez migrated to Australia as a young boy, 25 years ago with his family. After completing high school he graduated from university with an accounting degree and worked in ANZ in commercial lending. He joined CCF & MB four years ago and specialises in vehicle and capital equipment financing. He provides ITC and general equipment lease funding options for clients. By providing better outcomes, both during and at the end of their equipment leases, Luis' many clients have been able to reduce costs and maximise the value of their available budgets.

CCF & MB is a member of the MFAA, as a broking business dealing directly with the public. Both George and Mildred are fellows of the MFAA. CCF & MB is also a corporate member of the FBAA.

All staff members, including consultants, are paid an annual salary plus superannuation. Consultants also receive a car allowance plus a percentage of trail commissions, which are paid quarterly based on their performance targets.

1.In order for CCF & MB to continue to meet their primary goal of 'being a leader in offering broking services to the local community', they have asked you, in your capacity as the newly appointed general manager, to develop a performance plan and establish some 'key performance indicators' (KPIs) for all customer service staff.

The objective of the performance plan is to focus on the organisation's key goals and objectives in line with the 'Service standards statement' available in the toolbox.

Information on people performance can be sourced from the learning material Topic 1-3, Peoplemanagement.

2. How to send an email for circulation within the business that praises the team's positive efforts and contributions over the last six months. Ensure that you are specific so as the team knows what they have done well and the impact that their actions.

3.(a) What processes will you implement to identify and address issues, concerns and problems identified by team members?

(b) How will you encourage the team to participate and take responsibility for solving problems?

(c) How will you support the team to identify, participate and take responsibility for solving problems?

(d) What behaviours will you need to exhibit to promote teamwork and collaboration?

4.In the template below, outline the communication that you will provide to key stakeholders (in particular George and Mildred, and the team). Identify at least five (5) stakeholders and advise of their preferred communication requirements.

5.The team members are struggling to achieve the KPI's established in your performance plan and have requested that you inform George and Mildred that they cannot be achieved without an additional administration staff member (maybe just part time). After discussion and consideration, you agree. Writean email to George and Mildred outlining the issue and develop a solid case for the recruitment of an additional staff member.

6. there were some serious issues with a loan application for one of CCF & MB's most influential clients, a property developer. The client is thinking of cancelling the agreement. How to make an email to George and Mildred outlining the issue and how you have resolved it.

7.The Tuckman's theory focuses on the four (4) stages a team goes through as they develop and grow together over time.

To understand more about the four stages of team development use the link from MIT Human Resources and the video 'Tuckman's Stages of Team Development the links are located in the Toolbox.

(a) For each of the four (4) stages of team development (forming, storming, norming and performing), describe the support you will provide the CCF & MB team to facilitate cohesiveness and teamwork. Include how you will change your leadership and management style to meet the needs of the team at each of the four stages of development.

(b) How would you consider the team members' individual personality and emotional needs?

8.One of the most difficult challenges a manager faces is to maximise performance while maintaining a positive work environment.

(a) Give three (3) examples of challenges that can arise when managers attempt to maximise productivity within a work team.

(b) For each of these challenges, provide a range of solutions to maintain team cohesion whilst maximising productivity three (3) solutions for each challenge (a total of nine (9)).

Refer to the Toolbox for a helpful link.