The leaders within

Q. What have you achieved over the last 12 months?

Writing over $250 million for the first time was a fantastic achievement individually, and we as a business are nearing $2 billion in FUM and our goal of writing $1 billion in new business in 2017 is on track.

We grew our back office support again this year and focused on our process efficiencies to enhance our client experience.

Q. What is your biggest business goal moving forward over the next 12 months?

This year the business will hit the $2 billion in FUM and my personal book will tick over $1 billion. We will focus on delivering to our target of new business writings - which is growth of 22 per cent - while we grow our staff numbers and work hard with our existing clients. Personally, I would like to write $300 million for the first time.

Q. How do you think residential broking is going to change over the next 12 months in light of APRA’s investor lending crackdown?

There are always changes in the market and we are working hard to educate our clients. We see this as a great opportunity to work closely with our clients and referral partners as the experts in our field to provide the advice they need in meeting their debt strategy and structure requirements.

Q. What do you think is the most important aspect of residential broking?

Broking is more than just finding the best deal, it’s about education and taking the client on a journey that can last 20-plus years. As the banking sector is still not simple, our role is to work with the client over that journey.

Q. If there was one thing you could change about the industry, what would it be?

The amount of red tape and decision-making process of the banks.

Q. What would you do if you weren’t a broker?

Play professional golf and develop golf courses.

Q. What do you love most about your job?

Every day I come to the office, I am proud of what we have built, what we stand for and what we achieve for our clients, staff and business partners.

We work hard and are looking forward to the future, whatever that brings. We have stayed true to our model and values, and nothing gives me more pleasure than the success we have achieved through great behaviours.

Loren Hill, Smartmove Professional Mortgage Advisors, New South Wales

Q. What have you achieved over the past, 12 months?

My first year of writing was based around building up my profile within the industry and ensuring I get to know the key people such as BDMs, bank executives, credit officers and industry partners. I set myself a goal to write $30 million and ended the year settling $40 million. In my second year, from the experiences I went through in the first year, I set my goals slightly higher.

I wanted to settle $60 million, further develop the relationships with my referral partners and perfect the experience that I provide to my customers. As of 2014-15, I settled $67.9 million, which is something I am very proud of.

Q. Just how difficult is it to break into the industry?

It really comes down to the support that is around you. It is quite competitive and customers have a range of options available to them when looking for a mortgage. I had worked under another broker in our office as their assistant for three years, learning the ropes and developing my understanding of the industry, so once I made the decision, I had all the tools needed to have a running start.

Q. What can we expect to see from you over the next 12 months?

I am very interested in helping young female brokers who are entering what is currently a very male-dominated industry, and would like to be an advocate for young brokers in general.

Q. What do you love about being in this industry?

As silly as it sounds, I love the demand. I love that we don’t have a boring job – there is always so much happening and so much to learn.

There is never a dull moment when you are working with cooling-off periods and auction dates. The thrill of being able to turn something around so that you can change someone’s life for the better is unbelievable. This industry is such a hidden gem and so amazing to be a part of.

Q. How do you make yourself stand out from established players in the market?

All my business is built on word-of-mouth referrals. I work hard for my clients to become my greatest advocates. If I do the right thing by my clients, the business will naturally flow from this.

Tracy Kearey, Home Loan Connection, Queensland

Q. What have you accomplished over the last 12 months?

Home Loan Connexion was named a finalist for Major Brokerage of the Year - Non Franchise in the Australian Broking Awards, and have managed to achieve growth in business volumes and brokers during a flat Queensland market.

Q. In terms of your business, what is the main demographic of brokers?

We have no age restrictions and we have a ratio of one woman to five men.

Q. What does your business offer that you would describe as a key point of difference?

We have a developed culture that supports each other, so everybody feels a part of a team.

Q. How important is the implementation of technology in your business?

Technology is an area that we are working on, as we have a people-based approach to the business and technology is something that we need to focus on moving forward.

Q. What are the three main traits a broker should have?

Patience, integrity and people skills.

Q. What do you love about the industry?

The people and the experiences that we share together.

Q. If there was one thing you could change about the industry, what would it be?

I think more opportunities for women to join the industry, prosper and move into management/ownership. That is why I am working with the MFAA on a new initiative supporting this.

Q. Describe a typical day in the life of you?

Previously my day was meeting with clients and organising finance applications for them. However, now I spend my time developing the future of our business.

Q. What do you do in your spare time?

I like to spend time with family and friends. We do need to have a work-life balance and support, and personal time is important.

Q. Have you always been in this industry?

Yes, 17 years now.

Q. What would you be doing if you weren’t a broker?

Singer (if only I could sing!).

James Buchanan, Aussie Home Loans Morningside, Queensland

Q. What have you achieved over the last 12 months?

I was fortunate enough to win the Better Business Awards customer service category, which was the lead into the ABA finals. The actual service we deliver these days is getting better year-on-year because of the systems that we have implemented into our business, specifically mapping each part of the application and communication process.

Q. What are you doing to make sure you are keeping up with technology?

Despite not being very tech-savvy, I spend a lot of time thinking, worrying, planning and developing in this space. Technology should be embraced for many of the process and marketing tasks, as customers are more comfortable and in fact expect that to be the case. But even more important is the emotional side of the experience, which is something where, hopefully, digital technology can never replace a human.

Q. How vital is the need to keep up strong customer service skills in broking?

These days, the customer expects the ‘normal’ level of service to be ‘excellent’, so it is more important than ever. As brokers, we need to find new ways to give great service because the bar is now higher.

Q. What are the three main traits a broker should have?

Integrity, efficiency and knowledge.

Q. What do you love about being in this industry?

I love the flexibility to innovate. Being a small business is great because the industry is relatively young and there is plenty of blue sky to come up with a new idea or process. Once you decide that your idea is a good one, you can implement it.

Q. If there’s one thing you could change about the industry, what would it be?

Sometimes I would like to have the option to charge a fee for service.

Q. What were you doing before becoming a broker?

I owned a golf driving range. It was a great lifestyle job and a bunch of fun. Eventually I had to grow up though!

Q. What do you get up to in your spare time?

Build things. No matter how good your day is as a broker, you never get to finish and look at what you have produced, unless you like looking at paper. I lay bricks, dig holes, paint, carpentry…