Will the HashChing lead management system (dashboard) work with my aggregator CRM?
Yes. HashChing’s dashboard captures the key milestones of a client file and works in parallel with aggregator CRM’s. Our dashboard also provides brokers with access to unique digital tools such as document request and secure online Verification of Identify (VOI) solution for customers. Brokers will use their own CRM for compliance documents and online lodgement to lender.
Why do Broker’s need at least three years of industry experience?
HashChing is an online home loan marketplace and the leads we generate are varied. Leads also select a particular day and time for their allocated broker to call. When the broker first makes contact, it is important that they are suitably experienced to manage the clients’ conversation.
Our experience demonstrates that clients are not willing to wait for feedback, which means new to market brokers do not have the time to seek feedback prior to responding to their client unique circumstances. HashChing also invites customers to rate the performance of their broker partners once the lead is closed. ACCC provisions mean that genuine reviews will remain on our public website and we do not want to create an environment in which brokers will not succeed.
Why do I need to have a photo on your website / why can I not use my business logo for the profile picture?
Your HashChing broker profile is used to build confidence and trust with our customers. This starts when customers review our services online, but most importantly, when they are introduced to their allocated broker.
Clients are instantly introduced to their assigned broker, via email. The email showcases your broker image and business profile along with any ratings and reviews. A professional photo helps build trust and comfort with the services we provide.
How to access the 'Financial Snapshot' within the HashChing dashboard?
The borrower is encouraged to complete their ‘financial snapshot’ in the same email that introduces their broker partner. If a customer completes their details, the button within the lead will change to ‘download financial snapshot’. If the client doesn’t complete the form initially, brokers can always send the request after your first conversation. The button is available at all times in the lead details.
What is the HashChing ‘Ask a Broker’ feature?
HashChing offers customers the option to ‘Ask a Broker’ on the website and it is designed to assist customers and hopefully through broker responses, generate additional leads on our website.
We encourage our broker partners to provide feedback and insight to customers where possible, but not to include any direct business information such as mobile numbers or emails in their response. Clients can easily engage further with brokers, through the website if they choose. Broker responses cannot be edited or deleted, so take the time to ensure you are happy with the feedback you are providing prior to submitting.
The customer can ‘close’ their question if they feel they have received a satisfactory response to their query. Once a customer ‘closes’ their question, broker partners will no longer be able to post a response to that query.
How do we manage a bad customer reviews on broker partner profiles?
HashChing encourages all customers to ‘rate the performance’ of their broker partner when their lead is closed, either successfully or unsuccessfully. The review is not related to the brokers ability to source finance, but about their diligence, timeliness and professionalism.
In circumstances where brokers receive 3-stars or lower, the HashChing support team are immediately notified and the broker account is removed from receiving any additional leads until the review is further examined.
The support team will review the broker remarks added to the lead, as well as speak with the customer and broker to learn more. Reviews provided by customers are unable to be edited or deleted by broker partners.
Once the information is reviewed, HashChing can determine the best course of action, which may include removing the review. The Australian Competition and Consumer Commission (ACCC) provides clear guidelines on how to manage customer reviews and only in circumstances where the review is deemed punitive or incorrect will it be removed.
Once the investigation is completed, HashChing can re-activate the automatic assignment of leads to the reviewed broker partner. If you are a broker partner who believes there are grounds for a review to be removed, please contact the support team on firstname.lastname@example.org.
How does HashChing manage clawback?
If a loan settled via a HashChing broker partner is fully discharged within the first 12 months of loan settlement, and the broker remains a HashChing partner broker at the time of loan discharge, HashChing will reimburse 100% of the upfront invoice the broker paid to HashChing.
HashChing is aware that some lenders clawback provisions extend beyond 12 months, to 18-24 months and the extended timeframe normally includes a sliding scale on the clawback amount. HashChing does not extend beyond the initial 12 months.
Why don't I have access to all the deals listed on the HashChing website?
Our ‘deals’ page is a comprehensive list of ‘broker’ introduced loans. The deals and interest rates added by brokers depends on their aggregator and the aggregator lender panel. HashChing partners with brokers from all major aggregation models, which ensures a comprehensive deals page for consumers. Once brokers are approved as partner brokers, they are provided access to the HashChing dashboard where they can select the ‘deals I can service’.
The ‘deals’ on our website can be viewed and selected by customers. Once selected, these leads are circulated to brokers. Access to competitive deals is therefore a key driver of broker leads.
Any broker interested in deals they currently cannot access can speak with their aggregator BDM for further assistance.
Does HashChing have their own loan writing team?
HashChing does not employ brokers to work as loan writers or home loan consultant within the team. HashChing’s business model embraces the mortgage broker channel and all leads generated by HashChing’s online marketplace, are automatically referred to accredited HashChing broker partners.
The deals listed on the HashChing website - are they legitimate?
Yes. HashChing only partners with professional accredited mortgage brokers throughout all states and territories of Australia, with a minimum of 3yrs experience and our ‘deals’ page showcases the broker introduced loans available across our network. HashChing only adds deals to the website after written confirmation of the product/deal by the broker partner or relevant lender.
Why has my new lead already been contacted by another HashChing broker partner?
If a new customer visits the HashChing website we can identify their unique internet protocol (IP) address and a pop-up screen will appear offering assistance with finance. The client is encouraged to add their personal details and once submitted, this provides a broker with a lead. The pop-up form is only shown to first time visitors to our website.
Once the pop-up form is submitted, the customer can still navigate and explore the HashChing website. Whilst navigating they may select a ‘deal’ that they are interested in, and this will create another lead, which will be allocated to another broker as part of our lead allocation. The automated distribution of HashChing leads means that two brokers will be allocated the same client.
If you believe you are the recipient of a duplicate lead, please add a ‘remark’ to the lead and tick the ‘HashChing action?’ box (refer image below).
Alternatively, please contact the HashChing support team by emailing email@example.com with details of the identified lead.
How do I send / resend the link to request a review from the customer?
Once a HashChing lead is closed, customers will automatically receive a digital notification prompting them to rate and review their experience with their assigned HashChing broker partner. Broker partners can resend this notification by selecting the appropriate lead from the ‘closed’ tab of the dashboard and clicking the orange ‘Send a Request’ button at the bottom of the page.
How do I change my servicing area? Can I contract or expand my service area?
Yes. Brokers can log into their HashChing profile and change their servicing area (post code) and radius to suit their needs. Broker partners have the ability to select a radius of between 5kms – 75kms from the nominated postcode in which to receive leads.
Why am I receiving leads which are out of my service area?
Leads are circulated to HashChing partner brokers based on either the ‘deal’ and/or ‘postcode’ of a customer. For ‘deal’ based leads, HashChing will provide the lead to a ‘deal broker’ (a broker who has access to the deal) within the postcode radius of the client. If there is no ‘deal brokers’ within the postcode radius, HashChing will assign the lead to a ‘deal broker’ within the state. In these circumstances, you may receive leads that fall outside the postcode radius you have selected.
Why am I being re-assigned existing/old leads?
HashChing offers brokers the flexibility of month to month subscription. In circumstances where HashChing broker partner chooses to cancel their subscription, their existing leads are promptly re-assigned to another HashChing broker partner. The HashChing team will add a remark to the lead, as part of the reassignment, which will be visible to the broker partner receiving the reassigned lead.