About Us
Our History
Andy Zhuang, the founding director of Structured Finance Group, has over ten years of experience within the banking and finance industry. After having a successful career as both an award-winning banker and broker, Andy decided to set up Structured Finance Group in 2017. His motto is “Building Lifetime Partnership”, which he is determined to achieve by providing a comprehensive and tailored finance solution to all his clients.
With a reputation firmly built on Andy’s professional conduct and integrity, his clientele grew rapidly through repeat business and referrals. It didn’t take long for Andy to gather a cohesive team of like-minded professionals. Under Andy’s leadership, our finance brokers are well equipped and share the same passion and values as him when it comes to taking care of our clients. Through our personalised service and superior product knowledge, Structured Finance Group is quickly gaining recognition throughout WA and NSW.
Recognition
Andy’s recognition gleaned from banking and finance industry includes:
- Commonwealth Business Banking SME Excellence Awards Sales and Services, Financial Year 2017.
- Connective Excellence Awards 2018 Best Newcomer Finalist WA.
- The Adviser Better Business Summit 2019 Best Newcomer Finalist WA.
In this fast paced and competitive industry, Andy is committed to maintaining the firm’s strength and stability.
Offering a suite of services designed to oversee the lifecycle of a mortgage, Structured Finance Group has access to over thirty lenders and preferential access to a range of additional products and services that are not available to the public.
Talents Behind Our Success
Andy Zhuang
Bachelor of Business
Director and Founder
Andy has more than ten years of experience working at Commonwealth Bank. Combining his knowledge and passion for delivering exceptional customer service, Andy joined the mortgage and finance industry as he believes he can provide better customer care and finance solutions that are not just limited to one bank’s policy and approach. Andy is known to provide a high-touch, responsive, and pragmatic service to all his clients.
Tyler Xu
Bachelor of Commerce
Double Major in Finance & Accounting
Finance Manager
Tyler has been in the mortgage and finance industry since 2014. His experience and lending knowledge will ensure that your finance is well taken care of, and you can be confident to have him as your trusted advisor. Over the years, Tyler has built a steady clientele and gained repeated businesses and referrals from his existing clients and business partners.
Erica Lim
Bachelor of Commerce
Double Major in Business Law & Marketing
Finance Broker
After graduating with a Bachelor of Commerce from the University of Western Australia, Erica joined the finance and mortgage broking industry and started working as a loan administrator and finance broker at two of Loan Market's top performing offices. Her experience and energy make her a prompt and efficient broker. Apart from being able to speak fluently in both Chinese and English, Erica is also able to communicate with clients in Cantonese and Malay.
Mon
Administration Assistant
Mon plays an integral part of the Structured Finance Group. In her role as a Loan Administrator, she runs the back end of the office. She is mainly responsible for taking care of the bulk of the paperwork and maintaining prompt communication with all relevant stakeholders, achieving a smooth and compliant process.
Our clients can expect
- A premium level of personalised service, including access to our Customer Loyalty Program and other promotions.
- Gain access to all our lenders simply by speaking to one of us and save your time and hassle inquiring bank after bank by yourself.
- Receive regular loan reviews and ensure that you have competitive interest rates and suitable products.
- Gain access to our partnering services, such as solicitors and conveyancers, real estate agents, financial planners, and accountants.
- Receive advice and gain insider’s edge from our experienced team that is committed to attending ongoing product training and professional development and be kept up to date to industry trends and changes.
- Have confidence in dealing with a transparent company that strictly adheres to the industry’s code of practice and upholds a commitment to always put our customers first.
- To be aligned with a company that is represented by the peak national body for professional finance brokers, the Mortgage & Finance Association of Australia (MFAA).
Compliments and Concerns
Compliments and concerns
We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.
Concerns
If for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an Update on your complaint
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
Resolution
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party.
You can lodge your complaint:
- with the Australian Financial Complaints Authority if lodged on or after 1st November 2018:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001