• Historically NAB and Homeside have been two separate brands. So, there has always been an additional question in the sales process ‘Who is Homeside?’

• After listening to brokers, we’ve renamed Homeside loans to be a whole lot clearer.

• This will enable you to have easier conversations with your customers as you won’t need to explain who Homeside is.

• This step is integral to NAB’s business strategy and exemplifies NAB’s commitment to the broker channel.

Why is Homeside becoming NAB?

• From 18 August 2014, Homeside will be rebranded to NAB. We’re keeping everything brokers love about Homeside with the benefits of being able to sell using the strength of the NAB brand.

• We will no longer use the Homeside brand and this will be replaced by NAB on all collateral and systems.

• You will now see ‘NAB Broker’ on all systems and ‘NAB’ on customer facing collateral (e.g. statements, contracts and brochures).

• ‘Homeside Homeplus’ and ‘Homeside Peak Performance’ will now be known as ‘NAB Homeplus’ and ‘NAB Peak Performance’.

What is changing?

• Brokers will still have the same award-winning* broker exclusive proposition and Homeplus and Peak Performance will still be sold to broker customers only.

• Same great product, price, commission and trail.

• Still have access to the rest of NAB’s (non-broker exclusive) home loan products via LWS, however no trail will be paid on those products.

• Still have access to quality advice from NAB Business Development Manager.

What’s not changing?

About the rebrandNAB Homeplus& NAB PeakPerformance.

Changing the conversation. Transforming Homeside into NAB.

* NAB Broker Awards Bank of the Year – MPA Brokers on Banks 2014 Major Lender of the Year – The Adviser Third Party Banking Report 2014 Canstar, 5 stars for outstanding value – Homeplus package variable and Homeplus Package Peak Performance in 2014

Will trail be paid on NAB Redstar loans through Loan Writing Solutions?

With LWS, no trail will be paid however you will continue to receive an up-front commission.

You will only receive trail on NAB Broker exclusive home loans including NAB Homeplus and NAB Peak Performance. These products will now appear under NAB Broker, rather than Homeside, on your systems.

Why does NAB continue to have Broker exclusive home loans?

It gives us greater flexibility to offer you and your customers exclusive benefits outside of normal NAB banking channels e.g. price for risk.

Why should you continue to do business with us?

NAB Broker exclusive products are award-winning* with flexible home loan options for broker customers which provide:

• Competitive interest rates and risk based pricing;

• Market leading commission and ramp trail;

• Direct access to credit assessment teams; and

• Ability to make enquires on behalf of your customers post settlement to help service your customers better.

What happens to my existing customers?

• All existing customers will still benefit from market leading products and services.

• They will be notified of the change from 14 July 2014 and will not need to do anything. However, if they have any questions they are asked to contact you, their broker.

When will Homeside be rebranded to NAB?

From 18 August 2014.

Will retail staff (inclusive of stores and direct) be aware of the changes?

Yes, there is currently a full internal communications plan being rolled out across over 6,500 bankers nationally and the change will take some time to communicate throughout the network.

Will my BDM change?

No, you will still receive quality advice and service from your NAB BDM. As a business, we will still continue to review our panels to provide the best service to you and your customers.

Will in-flight applications be affected by the rebrand?

No, they will be processed as normal. However, if the customer settles post 18 August 2014, they will receive NAB branded contracts, not Homeside. They will also receive a letter notifying them of the changes.

Does this affect the way I process loans?

No. However, Homeside will now appear as NAB Broker in your aggregator software and NAB Redstar will remain as NAB.

Can brokers still use the NAB Broker, LWS and Lending Associates?

Yes, this service will not change.

How will customers find out about the rebrand?

• We will inform customers about the rebrand by mail from 14 July 2014. View a copy of the letter here.

• We will communicate to customers that they can call their broker for any further information.

• We will be providing customers with more information on a website which will be available from 14 July 2014.

About the rebrandNAB Homeplus & NAB Peak Performance.

Read the information provided and be prepared to answer questions from customers starting 14 July 2014.

What do you need to do?

What information will retail and the customer contact centre receive?

• We will be providing retail stores with information on how to service broker-introduced customers through a NAB online portal – this will include a Servicing Guide of ‘Can and Can’t Dos’.

• They will have access to a detailed list of NAB Broker exclusive home loan products.

• They will have access to a detailed FAQ sheet.

• NAB retail staff will be trained and provided with ongoing support to better service broker-introduced customers.

How can brokers help a customer have a great service experience in store?

Firstly, read the information provided for details about the rebrand. You can also provide a warm introduction to the customer’s preferred branch by completing the ‘branch referral form’ which will be available from 18 August 2014.

Can customers still call 13 22 18?

Yes, customers can still call 13 22 18 and will be serviced by a NAB banker.

Can the NAB retail and the NAB customer contact centre assist with refinancing a Homeside loan to a NAB loan?

No, bankers are asked to respect the broker relationship with the customer and advise the customer that their broker can assist with any lending requirements. If the customer is going to leave, and the retention processes have been followed correctly, bankers can then offer the customer the option of a NAB loan.

How does the customer increase or vary their NAB Homeplus and NAB Peak Performance loan post the rebrand?

Bankers will still refer the customer to their broker who will make any variations to their loan. However, simple variations can be completed by customer/store/direct or broker. Please review the latest HSL variations release for further information.

Servicing customers in retail stores and at the customer contact centre

When should I use the NAB logo vs. the NAB Broker logo lock up?

• Customer facing interfaces/documents must use the NAB logo (refer to example 1 below).

• Broker facing interfaces must be NAB Broker branded to provide distinction between the retail and ‘exclusive to broker’ product offerings (refer to example 2 below).

• Please refer to the NAB Broker brand guidelines which will be available from 18 August 2014 for further information.

Example 1

Customer facing interfaces/documents must be NAB branded (e.g. Lender Panel on Aggregator websites).

Example Broker Lender Panel mock-up:

Podium Product Search mock-up:

NAB Broker logo to replace Homeside logo

NAB logo to replace Homeside logo

‘NAB Broker’ to replace ‘Homeside’

Example 2

Broker facing interfaces must be NAB Broker branded to provide distinction between the retail and ‘exclusive to broker’ product offerings.

Podium Lender List mock-up:

Customer and broker interfaces/collateral

What should I do with existing Homeside collateral?

You need to recycle it and utilise the new tools listed below. If you are currently using the Homeside logo on any of your lending panels, collateral, emails etc. you will need to replace with the NAB logo. Please refer to the NAB Broker brand guidelines which will be available from 18 August 2014 for further information.

Broker tools What tools are available for brokers and where are they found?

© 2014 NAB Broker is a division of National Australia Bank Limited ABN 12 004 044 937 AFSL and Australian Credit Licence 230686

Sales tool Sales tool What is it used for? Where can I find this?

Welcome to NAB brochure

• Customers

• Brokers

• BDMs

• Communicate to customers the benefits of NAB Homeplus and NAB Peak Performance loans

• Provided to customers when they have drawn down their home loan

• Available from 18 August 2014

nabbroker.com.au

More reasons to do business with NAB Broker

• Brokers

• BDMs

• Provides a description of NAB Broker’s value proposition

• Provides an overview of NAB’s products sold through brokers

• Available from 30 June 2014

nabbroker.com.au

NAB Broker application conversion rates

• Brokers

• BDMs

• Tips on how to improve the likelihood that an application will be approved

nabbroker.com.au

Reference guide • Brokers

• BDMs

• Provides an overview of basic policy

• Available from 21 July 2014

nabbroker.com.au

Accreditation pack

• Brokers

• BDMs

• For new brokers and used as a refresher once a year

• Overview of NAB Broker, products, processes and policies

• Available from 18 August 2014

Contact NAB Broker BDM

Branch referral form

• Brokers

• Retail stores

• Form completed by brokers to provide a warm customer introduction to their local NAB store

• Available from 18 August 2014

nabbroker.com.au

FAQ sheet • Brokers

• BDMs

• Overview of the rebrand from Homeside to NAB, what is changing and what is not changing

nabbroker.com.au

NAB Broker brand guidelines

• Brokers

• BDMs

• Provides details on when and how to use the NAB and NAB Broker logos

• Available from 18 August 2014

nabbroker.com.au

How to improve your NAB Broker loan application conversion ratesPre-Submission1. �Ordering a�valuation upfront assists with a speedier

conversion. Applications with all required supporting documents may receive unconditional approval within 48 hours from the time the application is submitted

Tip: Attaching the following documents to your valuation request will speed up the process:

• For purchases – the Contract of Sale.

• For construction loans – the Fixed Price Building Contract, specifications and Draft Plans.

2. Use the Supporting Document Checklist to make sure you get the right documents for your deal. Tips for submitting your documents:

• Remove all TFNs from all documents including Payslips, Payment Summaries, ATO Notices and Tax Returns.

• Add an explanation in your summary notes for any deductions showing on payslips.

• For any defaults or dishonours, ensure you provide an explanation signed and dated by the applicant(s).

• Attach the servicing calculator with your application, explaining how servicing was achieved in your summary notes for any complex income structures.

• Include detailed summary notes including commentary regarding the loan purpose and exit strategy.

• Check bank statements for any deductions relating to financial commitments and ensure all liabilities are included in the application.

3. Submit your application�online and make sure you include all supporting documents – this will ensure you reduce time to unconditional approval.

Tip: Remember to capture the Finance Due Date and Settlement Date in the application.

Tip: Ensure the latest version of the Personal Consent and Customer Identity Check form are fully executed (signed and dated) and attached to the application.

Pre-unconditional4.� �Track your application online�via nabbroker.com.au to

stay up-to-date on the status of your application. If the Assessor has any queries about your application they will call you directly.

5. Review conditional and unconditional letters via nabbroker.com.au to confirm loan products and amount are correct.

Pre-settlement6. The document pack will be dispatched to the address listed

on the ‘Personal Consent Form’. Applicants can choose to have documents sent directly to themselves or to you, their broker.

Tip: It’s best to send documents via express post so they can be tracked via the Australia Post website.

Tip: When documents are received by NAB Broker, the status of the loan will change to ‘Loan Contracts received from customer’.

7.� �Original�FHOG Applications can be returned to the ‘NAB Broker FHOG Team’, GPO Box 14736 Melbourne VIC 8001

Tip: FHOG Applications can be sent anytime after unconditional approval and prior to returning loan contracts.

8. Settlements are to be booked through FMS by calling 1300 360 757 and stating your FMS application reference number.

Tip: Settlement status can be viewed through DocuPrep.

9. Account set-up will occur when Loan Contracts are verified. This includes opening of the mortgage account and any supplementary accounts, services or cards. Once opened, your customer will receive account welcome packs, debit cards and credit cards which will be sent to their address.

Post-Settlement 10. Customer welcome and servicing – After settlement, the

customer will be welcomed with a call from our NAB Broker Customer Contact Centre. The team will verify that the customer’s accounts are set-up correctly, including their Direct Debit (DDR), telephone and internet banking access. After settlement, customers can call 13 22 18 or visit the website nab.com.au for anything they need to manage their account(s).

Tip: To ensure your customer receives a welcome call, please provide at least 2 contact numbers that they can easily be reached on for example a mobile and home/ business number. Our NAB Broker Customer Contact Centre will attempt to call every customer however our ability to reach the customer will depend on the contact details provided.

11. Broker Servicing – Throughout the Loan Application process and post settlement, should you have any queries relating to the application, please contact the NAB Broker Response Centre Monday – Friday 8am to 8pm AEST – 1300 622 276.

NAB Broker is a division of National Australia Bank ABN 12 004 044 937 Australian Credit Licence and AFSL 230686 A109122-0614

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Ho

me

side

©2014 Homeside Lending (‘Homeside’) is a division of National Australia Bank Limited (‘NAB’) ABN 12 004 044 937 AFSL and Australian Credit Licence 230686 A109192-0614

Dear <customer’s first name>,

As your home loan has always been powered by NAB, we’ve always considered you a NAB customer. So to make things clearer, from 18 August 2014 your Homeside loan will be called a NAB Loan.

You don’t need to lift a fingerWe’re keeping everything else exactly the same, so you’ll continue to enjoy: • A smart and flexible home loan • Competitive interest rates • Quality advice from your mortgage broker

What you need to know • Your terms and conditions won’t change. • If we do make a rate change, this will be advertised under your NAB product name. • To make changes to your home loan or for additional mortgage lending – please

contact your broker directly.

So from 18 August, everything you receive from us and your broker will switch from Homeside to NAB.

To find out more call your broker or <variable field>.

Sincerely,

Steve Kane General Manager NAB Broker

Homeside. We’re changing the name to NAB; you’re keeping the same great benefits.

<Mr Sam SampleLevel 8Suite 88888 Sample StreetSAMPLETOWN VIC 3000>

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