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Delving into the world of finance has been quite a ride for me. I have been working in the industry since I was 17 and love what I do and the people I do it with. Combining compassion with finance, I've dedicated my career to not just navigating, but also demystifying the complexities of lending, making dreams attainable, and financial success and stability a reality for my clients.
- How did you start down this career path?
My first foray into finance was in high school, where a keen interest in the industry was sparked during year 10 work experience. Driven by youthful ambition, the rest is history. I secured an internship at NAB during my last year of school, starting as a trainee teller at 17. In retrospect, this was one of the most pivotal moments of my career, laying the foundation for a comprehensive understanding of banking and finance while allowing me to develop an enduring passion for client-facing service.
I remained at NAB for almost eleven years and within that time had the pleasure of working across a number of specialist areas including the branch, business banking, and finally as a BDM in the broker space, where I discovered my latest passion. This inspired me to pursue broking full time, leading to my departure from NAB and to an existing brokerage where I stayed for three years before opening Manson Financial Services in March 2019, with a view to provide a customer service offering that was unrivalled in the industry.
- What inspires you in your role/industry? Why?
My inspiration stems from the profound impact we, as brokers, can have on an individual's life. It's not just about crunching numbers and performing transactions, but the human stories behind each loan application. I am motivated by the knowledge that our work has the power to catalyse life-changing opportunities for our clients by helping them to navigate the intricacies of the ever-complex world of lending.
When I pick up the phone to confirm a loan settlement, it's not just good news I'm delivering; it's a gateway to new beginnings. From the joy of a first-time homeowner, to the relief of a family consolidating debt, or the excitement of an entrepreneur refinancing to take their business to the next level, these moments affirm my role as not just a broker, but as a trusted supporter of my clients.
The fulfillment that comes from witnessing clients achieve their homeownership dreams or secure their financial well-being is the cornerstone of my professional journey. This profound privilege, to facilitate life-enhancing financial decisions with care and precision, is immensely rewarding and fuels my drive to navigate the complexities of lending with empathy and expertise.
- What's your approach to customer service that separates you from the rest?
In the realm of customer service, my philosophy is rooted in a deep-seated empathy and a commitment to personalised solutions. My approach is to listen intently, not only to understand the financial facts but to grasp the personal narratives behind them. It's about recognising the journey that has brought clients to our doorstep and where they aspire to go from here in the short, medium and long-term. By aligning our strategies with their ambitions, we craft pathways to success that are as unique as the individuals we serve.
With over seventeen years in banking and finance, I am able to bring a diverse portfolio of experience to each consultation. This extensive background allows me to offer not just standard solutions, but curated advice drawn from a well of proven strategies, tailored to an individuals unique needs. It's this blend of individualised care and strategic acumen that sets my service apart. I believe in the power of truly listening to clients, and it's this philosophy that informs every interaction. From first-time loan applicants to seasoned investors, my team and I provide a level of service that transcends the traditional transactional nature of finance, turning clients into lifelong partners in progress. Our solutions are not just effective, but are a reflection of our clients' hopes and hard work, ensuring the advice given today paves the way for a more prosperous tomorrow.
- How do you innovate and stay ahead of industry trends?
At the start of my broking career, I was able to personally remember every detail of each of my clients and their loans! As my client list expanded, the personal touch that marked the early days of my career had to be matched by robust systems to manage the increasing volume and complexity, without diluting the essence of the business. Fortunately, the emergence of this need has largely coincided with the development of new digital technology-driven solutions. By marrying operational processes informed by my long history in banking with emerging technologies I have been able to ensure that the deeply personalised service we offer has been able to scale with our growth. My aim is to create a seamless and highly responsive client experience that sets a new standard in the industry.
I continuously seek out advancements in fintech that can enhance our efficiency without sacrificing the personal connection that is at the heart of our service. Every technological tool we integrate is chosen with care and intention. Moreover, I've built a team that embodies our innovative spirit – a group of professionals who are not only skilled but also share a commitment to excellence. Our process is finely-tuned but wholly fluid, with a central focus on efficiency and client satisfaction. This collaborative effort ensures that we're not just keeping pace with industry trends but aiming to set them, positioning our clients and our practice at the forefront of domestic broking services.
- What is the toughest challenge you've faced in your role? How did you overcome it?
One of my biggest strengths is also one of my biggest weaknesses and that is that I get emotionally connected to each client and transaction. The most formidable challenge in my career has been navigating the deeply personal struggles that impact my clients' financial health. My empathy for their situations is a double-edged sword – it drives my commitment to them, yet it also means I feel the weight of their hardships. The recent surge in cash flow issues, exacerbated by global economic shifts and interest rate hikes, has significantly affected many Australian’s, with some facing the dire prospect of not being able to afford basic necessities.
As someone my clients turn to for honest guidance, I've taken on the responsibility of not only advising them on financial matters but also supporting them through these trying times. A substantial part of my role has become about connecting on a human level, offering a listening ear, and crafting tailored strategies to alleviate their burdens. This involves detailed budget planning, debt restructuring, and, in extreme cases, asset liquidation strategies.
Overcoming these challenges is ongoing and requires a strong foundation of trust and open communication. By being available for my clients when they need me most, providing clear and empathetic advice, and working tirelessly to find viable solutions, I help them navigate these turbulent periods. The satisfaction of seeing a client come out on the other side of adversity is immeasurable and reaffirms the importance of my work. It's a demanding role, but one where the impact of my efforts is seen in the financial stability and peace of mind that we are able to achieve together.
- What are some of your goals for the next 5 years?
In the coming five years, my vision is to cultivate a gold-standard brokerage that not only meets but continues to exceed client expectations. Central to this goal is the expansion of our client support system, providing comprehensive and innovative financial solutions that align with our clients' evolving needs. I am dedicated to fostering a culture of excellence in service, ensuring that each client's experience is characterised by the utmost care and attention to their financial aspirations.
Simultaneously, I am committed to nurturing a team that resonates with my ethos of empathy and dedication. I plan to attract and develop talent that shares a genuine desire to make a positive impact on our clients' lives. By investing in the growth and well-being of our staff, we aim to build a cohesive and motivated team that not only thrives in our firm's collaborative environment but also champions the financial well-being of our clients.
Moreover, I envision our firm becoming a beacon of thought leadership in the finance industry, where innovative practices and client-centric solutions set new benchmarks. This includes embracing new technologies, sustainable business practices, and continuous learning opportunities for our team.
Ultimately, success over the next five years will be measured by the tangible improvements we make in our clients' financial journeys and the fulfillment of our team in facilitating these successes.
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