Peter Nguyen is the Founder and Director of GOAT Financial Services, a boutique Sydney‑based mortgage brokerage built on the belief that strong lending advice should be backed by genuine service. After more than a decade working across Australia’s major banks, Peter launched GOAT Financial Services in 2024. He is a finalist for the 2026 Better Business Awards, named among the New Broker of the Year contenders.
How did you start down this career path?
I spent over 10 years working across major banks including Commonwealth Bank, Westpac and St.George, in roles spanning contact centres, relationship management, business home lending and mobile banking.
Working inside the banks gave me a strong technical foundation, but what eventually pushed me towards broking was wanting the freedom to give clients the best possible advice, without being limited to one lender’s policy.
There were many situations where I felt there were better solutions available for clients that I simply couldn’t offer from within one institution. I wanted to be in a role where the client genuinely came first every time. That ultimately led me to start GOAT Financial Services in early 2024.
GOAT stands for “Greatest of All Time” and for me that reflects the standard I want the business to represent: strong advice, genuine relationships and service people remember.
What inspires you in your role and the industry?
What inspires me most is the impact lending decisions can have on people’s lives. For most Australians, buying a home is the biggest financial commitment they will ever make.
I’m particularly passionate about working with clients who have more complex situations -self‑employed borrowers, SMSFs and multi‑entity income streams. These are often clients who have been told no elsewhere, not because the deal doesn’t work, but because it needs better structuring and someone willing to dig deeper.
Helping clients secure an approval they thought was out of reach is one of the most rewarding parts of the job.
I also enjoy how fast moving the industry is. Policies, lending appetite and market conditions are always evolving, which means there’s always something new to learn.
What’s your approach to customer service and how does it set you apart?
Good customer service isn’t just about being responsive. It’s about making clients feel confident, informed and supported throughout the entire process.
Many clients come to a broker thinking they just need the lowest rate, but often what they actually need is the right structure and the right lender for their longer‑term goals. I spend a lot of time understanding where a client wants to be in five or ten years, not just what they need right now.
Transparency and education are also a huge part of my approach. From explaining servicing calculations and stress testing through to living expenses, liabilities and future borrowing capacity, I want clients to understand how lenders assess loans and why decisions are made.
When clients have that understanding, the process is smoother and there are fewer surprises. A large part of my business now comes from repeat clients and referrals, which tells me people value that experience.
How do you stay ahead of industry trends?
For me, staying ahead in broking comes down to staying close to policy and people.
Lender policies are constantly changing, and often it’s the small details that determine whether a loan is approved or declined. I spend a lot of time working closely with BDM and credit team’s so I understand actual lending appetite, not just what’s written in policy guides.
From a business perspective, I place a strong focus on systems and efficiency. As an independent broker, having solid backend processes is critical to maintaining a high level of service as the business grows.
That means clear communication, strong loan processing systems and keeping the client experience simple, even when the deal itself is complex. I also see education as a key part of innovation.
What has been your toughest challenge?
The toughest challenge was leaving the security of a stable banking career to start my own business.
Walking away from a salary, established systems and the backing of a major bank isn’t easy, especially when you’re starting from scratch and everything depends on you. Overnight, I was responsible for business development, operations, compliance, marketing and client service.
There’s no hiding behind a brand anymore - your reputation becomes your business.
The first year was demanding. Long hours, constant pressure and moments where you question whether you made the right decision. Building trust takes time, particularly in a competitive market where clients are trusting you with one of the biggest financial decisions of their lives.
What helped me get through that was consistency. Focusing on doing the basics well - being available, solving problems quickly and making sure every client had a great experience. I knew that if I stayed consistent, referrals and reputation would follow.
Looking back, backing myself was one of the hardest decisions I’ve made, but also the most rewarding.
What are your goals for the next five years?
Over the next five years, my goal is to continue building GOAT Financial Services into one of the most respected boutique brokerages in Australia.
I want to keep growing our work in complex lending, particularly for self‑employed clients, investors and business owners, because that’s where quality advice makes the biggest difference.
I also plan to grow the team carefully, bringing in people who share the same values around service and client outcomes.
Ultimately, I want to keep raising the standard of what clients expect from a broker. If people walk away feeling confident, informed and better positioned for their future, that’s what success looks like to me.
