Complaint Handling Techniques - Brought to You by eMatrix

This course is for NEW to industry members of the Finance Brokers Association of Australia (FBAA), covering key educational areas required for finance brokers to act in the best interests of their client, whilst protecting themselves and their client.

The Best Interests Duty (BID) legislation was implemented by ASIC in January 2021. The objective of the BID is to ensure that when brokers assist consumers to apply for a mortgage, the consumers get good information and end up in the right product.

This training module is designed to keep your knowledge and training up-to-date to assist with your compliance with Australia’s efforts to counter money laundering, the financing of terrorism and the enforcement of International or Australian sanctions and other counter-measures.

Modules included: FBAA Code of conduct – 1 hour FBAA Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) – 2 hours Australian Privacy Act – 3 hours Credit Fraud Awareness – 2 hours Financial Abuse Awareness Education – 2 hours

Your greatest untapped marketing asset could by lying dormant in your business. Your existing customers, and your ability to turn them into walking advertisements for your brand could sky-rocket your sales and deliver you a steady stream of new customers that are carbon-copies of your best customers.

How to Read a Consumer Credit Report with Meg Nheu - Performance and Learning - - Q&A with Whitey Leader, Equifax ANZ

A crash course in trust: "how to build it, maintain it and rebuild it".

How to break through fear and become a leader

This course aims to equip finance brokers with the knowledge and skills to effectively distribute financial products in compliance with Australian Government's guidelines and standards.

This course is for NEW to industry members of the Finance Brokers Association of Australia (FBAA), covering key educational areas required for finance brokers to act in the best interests of their client, whilst protecting themselves and their client.

The FBAA Business Foundational Stream is a short course designed to equip our broker member firms with essential business skills, providing the knowledge and tools necessary to effectively manage and grow their small businesses.

Take the final step toward becoming a Certified Finance Broker (CFB) with FBAA’s advanced online program. Developed in collaboration with CFMIA, Accendo, and AAMC, this self-paced course deepens your expertise in business and asset finance, with coaching and practical learning that lead to a nationally recognised CFB designation. Study flexibly, gain mentorship, and join an exclusive community of leading finance professionals.

Join us for an insightful webinar with Jack Oineza from Ryker Capital where we’ll explore how a couple in their 50s transformed their financial future. Discover how they saved $16k in taxes yearly and boosted retirement by $200k! Learn actionable strategies including salary sacrifice, super reviews, and property investment to secure $90k yearly income by age 60.

Unlock your potential and create lasting impact. Discover how to amplify your greatness—personally, professionally, and with purpose. This interactive session will challenge you to push beyond the ordinary and step into extraordinary. Ready to level up?

Ready to crush your inner critic and ignite greater confidence? Join us for insights on actionable strategies to silence head noise, reframe negative thoughts and ignite greater confidence.

Discover the latest trends shaping Australian SMEs and what they mean for Finance Brokers in 2025.

Join FBAA for an essential webinar covering the latest updates on Professional Indemnity Insurance for finance brokers, along with key insights into Cyber Insurance and coverage options. Learn about growing cyber risks, how they impact your business, and where to find the right protection.

Commercial lending doesn’t have to be complex. In this practical session, Bizcap will debunk common myths around cashflow lending and show brokers how they can identify and support SME clients with fast, flexible funding solutions. You’ll walk away with the confidence to identify opportunities within your database, handle commercial deals with ease, and grow your income - without needing to be an expert in the SME lending space.

Join us for an insightful webinar with Craig Faulkiner, Business Development Manager at Household Capital, as we explore the growing world of 60+ lending solutions.

If you’re still trying to make your aggregator CRM do all the heavy lifting… you’re not alone. But the truth is, those systems weren’t built for growth. They’re built for compliance..

Join us for a practical and insightful webinar designed specifically for mortgage brokers, featuring expert Advisors from Ryker Capital. With the end of financial year fast approaching, this session will explore key tax strategies to help both you and your clients optimise financial outcomes.

Join us for an exclusive webinar designed to sharpen your expertise in the short-term lending space. Learn how to effectively workshop deals for your brokers, distinguish between coded and non-coded transactions, and navigate common scenarios to deliver the best outcomes for your borrowers.

"Conscious Reinvention" is all about intentionally transforming—personally or professionally—often sparked by a catalyst like upheaval, burnout, or that nagging feeling of unfulfillment. At that point, you have a choice: get in the driver’s seat or stay in the haze. Join us for an interactive session exploring the mindset shifts, challenges, and breakthroughs that come with choosing reinvention.

Navigating the world of SMSF lending can seem complex—but it doesn’t have to be. Join us for our SMSF 101 Webinar, a practical online session designed to help brokers and finance professionals build confidence in structuring, assessing, and submitting Self-Managed Super Fund loan applications. 

From compliance essentials to time-saving tips, MA Money experts will break down what you need to know to get started—or go further—
in the SMSF space.

Join us for a special Bendigo Bank update featuring insights into what sets the bank apart in today’s lending landscape. We’ll explore the “Why” behind Bendigo Bank, highlight key policy niches that can support your clients, and dive into a Credit Master Class designed to sharpen your deal placement skills.

Long-term client relationships and referrals don’t just happen — they come from building trust through authentic interactions and meaningful conversations. Join Fiona Gray (Regional Manager – ALI Group) and a guest broker as they explore how adding the dimension of risk protection to your process can help elevate your business, establish you as a trusted adviser, and build deeper, stickier client relationships.

Join us for a special Bendigo Bank update featuring insights into what sets the bank apart in today’s lending landscape. We’ll explore the “Why” behind Bendigo Bank, highlight key policy niches that can support your clients, and dive into a Credit Master Class designed to sharpen your deal placement skills.

Supporting clients through financial hardship takes more than loan expertise—it requires empathy, trust, and clear communication. In this interactive webinar, Jodie Bedoya will guide brokers through the principles of Strategic Empathy—a powerful approach to acknowledging client emotions while maintaining professional boundaries and driving productive outcomes.

Ready to grow your business, generate more revenue, and create lasting client value? 
Whether you’re new to the industry or looking to sharpen your edge, this session will show you how to use Lenders Mortgage Insurance (LMI) as a strategic tool to structure smarter deals. Help your clients - first home buyers, investors, upgraders or refinancers—overcome deposit barriers and enter the market sooner, with greater confidence.

Learn how to lead powerful, high-impact conversations in this webinar for finance professionals. Gain tools to confidently handle tough discussions, build trust, and boost team performance—turning challenges into opportunities for growth. Ideal for leaders, brokers, and client-facing roles. Wednesday 23 July, 11am AEST on Zoom.

Looking to broaden your funding toolkit and better support your SME clients? Join us for an exclusive webinar with ScotPac Business Finance, Australia’s largest non-bank business lender. With over 35 years of experience, ScotPac specialises in solving real-world business problems through flexible finance solutions tailored to the needs of growing SMEs.

As brokers, we’re always looking for new ways to say “yes” — especially when clients don’t tick every box. This webinar is your chance to uncover overlooked client segments and walk away with practical strategies to write more business in the Alt Doc, SMSF, and credit-impaired space.

From July 1, clients can no longer claim ATO interest charges - a critical change that could impact borrowing capacity and credit strategy. Join Pepper Money’s Samantha Hansen and Taylor Van Der Velde in this exclusive FBAA webinar as they break down practical solutions for clients facing ATO tax debt or adverse credit history. This is your chance to gain an inside edge on non-conforming options that work — straight from senior decision-makers in the credit seat.

Credit reports can make or break a finance deal — but most brokers don’t have the time to become credit scoring experts. Join this powerful webinar to learn how to read, interpret, and explain credit reports faster and with greater confidence.

Join us for some insights to (re)ignite your spark by moving from the persona to the person to achieve congruence, where your values, beliefs, emotions, and behaviours are aligned internally and externally. And in this state of ‘flow,’ the world’s your oyster.

Explore actionable, data-driven insights into the Australian credit landscape from our presentation. We'll cover the latest trends, including the impact of recent rate cuts on access seeker behaviours and an overview of current Buy Now, Pay Later (BNPL) consumer usage. The aim is to empower you with effective risk management, market change anticipation, and informed strategic financial decisions, fostering a proactive approach to credit management and financial planning.

Join us for an insightful webinar designed specifically for mortgage brokers, where you’ll discover how Deposit Bonds can empower your clients to exchange contracts without the need for an upfront cash deposit. Learn when Deposit Bonds are the right fit, how they work in practice, and how offering them can grow your referral network while helping clients secure their dream home. The session will be led by Mitch Perry, Client Success Manager at Deposit Assure.

Join this high-energy, practical webinar designed for brokers and support staff who want to build confidence in interpreting credit reporting. Learn how to read Equifax credit files, avoid common pitfalls, and support clients in improving their credit. You’ll walk away with real-life case studies, practical tools, and a better understanding of how lenders use credit data—plus a solid foundation if you’re part of the FBAA New Broker Program.

Commercial lending is building strong momentum, driven by changing economic conditions, evolving client expectations, and increased appetite from lenders.

Join us for Alt Doc 101 with MA Money and discover how alternative documentation (Alt Doc) loans can open new opportunities for your self-employed clients with non-traditional income. Hosted by Gabrielle Aoun from MA Money, this informative session will cover the fundamentals of Alt Doc lending—from identifying suitable clients to understanding the process, tools, and credit journey involved.

Investors and rentvestors are two of the most dynamic—and fastest-growing—client segments in today’s market, offering brokers a prime opportunity to expand their business. In this session, you’ll learn how to attract and convert clients looking to enter the property market sooner, even without a 20% deposit. From first-time investors to seasoned portfolio builders, discover how to use LMI as a strategic lever to unlock opportunities.

Get behind the numbers with a deep dive into property valuations. 

 This webinar will equip brokers with practical knowledge to strengthen applications and better support clients. We’ll explore ownership and title particulars, the cross-checks you can perform to verify correct ownership, and how to interpret valuation figures using comparable sales. You’ll also gain insight into what happens when valuations are challenged and how these scenarios are managed.

Stay ahead with the latest economic insights.

FBAA has partnered with CPD-GO to offer brokers a smarter, more flexible way to complete CPD. Access seven Business Schools with 80+ short, audio learning courses designed for busy professionals. Each 20-minute course earns 1 PD point, helping you stay compliant and build your business anywhere, anytime. FBAA members enjoy a free 30-day trial and discounted access.

Discover a new opportunity in your existing client base.

This fast-paced, practical webinar is designed to help you submit stronger applications, reduce lender rework, and protect both your clients and your reputation. You’ll learn how to confidently verify income, spot red flags in client documentation, and strengthen compliance with responsible lending obligations.

Start your Certified Finance Broker (CFB) journey with the Foundational Workshops: Business Finance Mastery Series. This three-part program builds your core commercial and asset finance skills through practical, hands-on learning in lending, cash flow, and credit writing — the perfect foundation before progressing to Step 2 – CFB Course, Coaching & Certification.

Discover how to tap into fresh SME opportunities at our Broker Fireside Chat, powered by Prospa.

Unlock new opportunities in the SME space with this practical webinar designed to help you confidently identify, qualify, and convert business loan opportunities. You’ll gain insider tips on lender matching made easy, plus strategies for using business loans alongside other forms of lending to deliver more complete solutions for your clients.

Supporting self-employed customers can often feel complex, but with the right tools and knowledge, brokers can turn challenges into opportunities. This webinar will give you clarity around ANZ’s approach to residential lending for borrowers with business income, helping you strengthen your expertise and better support your clients.

The Professional Standards & Compliance Library helps brokers protect their licence, reputation, and clients by understanding key legal and ethical responsibilities. Each 20-minute course earns you 1 PD point — helping you strengthen your business and stay compliant, anytime, anywhere.

Looking to expand your knowledge and better support your clients in retirement planning? This webinar offers a clear, practical introduction to reverse mortgages—a financial tool designed for homeowners aged 55 and over. You’ll gain the insights needed to confidently explain how reverse mortgages work, where they may fit, and what to watch out for.

FBAA has partnered with eMatrix — one of Australia’s leading training providers to deliver short, engaging video-based courses designed for brokers. Learn practical communication, negotiation, and mindset skills to make your work easier, strengthen client relationships, and meet your CPD requirements. FBAA members receive exclusive discounted pricing on all courses.

Build stronger customer relationships fast with simple communication skills that increase trust, likeability, and clarity in every conversation.

Learn how to influence customer decisions with positive language, smart communication techniques, and behavioural tools that build trust and guide better outcomes.

Learn how to adapt your communication for vulnerable customers by simplifying language, recognising low literacy cues, and using techniques that build clarity, comfort, and trust.

Learn how to keep your cool with difficult customers by managing your mindset, staying curious under pressure, and using practical techniques to handle anger and emotional baggage.

Learn how to deliver bad news professionally without blaming the customer, escalating tension, or damaging the relationship — by using neutral language, empathy, and solution-focused communication.

Learn how to avoid the most common missteps in complaint handling and replace them with techniques that build trust, calm emotions, and resolve issues faster.

Learn how to confidently manage complaints that escalate, calm emotional customers, and regain control of difficult conversations using practical communication techniques.

Learn how to confidently ask for payments using smart negotiation skills, effective communication techniques, and strategies that make collections easier and more successful.

Learn how to negotiate payments with confidence using diagnostic questioning, strategic framing, and techniques that help uncover the real issue behind unpaid debts.

Learn practical techniques to regain focus, build resilience, manage overwhelm, and understand your emotional limits so you can perform at your best.

Learn practical techniques to manage stress, reduce overwhelm, interrupt negative thinking, and stay grounded when pressure builds.

Learn practical wellbeing strategies to stay balanced, manage what you can control, and build healthy habits that actually stick.

Learn how to navigate difficult conversations, support colleagues, and build a workplace where everyone feels safe to speak up confidently.

As the year draws to a close, brokers have a unique opportunity to support customers who may have been overlooked throughout the year. This session will explore how to uncover hidden opportunities and provide practical strategies to simplify complex lending scenarios - especially in the lead-up to the busy holiday season.

Ready to take your broking business to the next level? This webinar is your roadmap to growth—showing you what it really takes to scale beyond just leads and loans. Discover why transparent systems, meaningful reporting, and the right CRM setup are not optional extras but essential tools for sustainable success.

This masterclass will equip brokers with the knowledge and tools to confidently navigate the complexities of SMSF lending. From structure and compliance to asset eligibility and serviceability, brokers will gain practical insights to drive successful outcomes for their SMSF clients.

Your clients already trust you to provide the right solution on finance — now you can also help them save money on insurance while ensuring they have the correct cover. In this webinar, ODIN Insurance will show you how to strengthen client loyalty, deliver smarter insurance solutions, and build a commission book that grows year after year.

The holiday season is when clients step back, reflect, and reset their goals for the future. It is also the ideal time for brokers to collaborate, add real value, and guide clients toward long-term success. This webinar will show you how to embrace the season of opportunity by identifying key triggers, starting meaningful conversations, and helping clients set themselves up for a stronger 2026.

In today’s lending landscape, brokers who understand cashflow have a powerful edge. Join for an exclusive Cashflow Masterclass, designed for brokers working with business clients.

As more Australians approach retirement, the conversation is shifting — it’s no longer just about downsizing or super balances. It’s about unlocking equity responsibly to support lifestyle, longevity and financial confidence.

In a tightening lending environment, growth-focused brokers are using Lenders Mortgage Insurance (LMI) in smarter, more strategic ways to convert more clients, settle larger loans, and accelerate portfolio growth. This exclusive 45-minute webinar cuts through the noise to show how LMI can be positioned as a powerful tool — not a barrier — in today’s market.

Join us for an eye-opening session where we bust the biggest myths around construction and development finance — and unpack what really matters when it comes to funding this high-growth, high-risk sector. Led by the specialists at ProLend Solutions, this session will cut through the confusion with real talk, smart insights, and practical takeaways that brokers and advisers can use right away.

Join the FBAA and Helia for an informative webinar designed to demystify Lenders Mortgage Insurance (LMI) and build broker confidence in using it as a strategic lending tool. This session will provide practical insight into how LMI works, when it applies, and how it can be positioned to support clients in achieving their property goals.

Understanding credit reporting is essential for brokers supporting clients with complex or impaired credit histories. As part of the NBP, FBAA is partnering with CreditFix Solutions to deliver an educational webinar focused on credit reports, bad credit scores, and legitimate pathways to help clients improve their credit position.