This Mudgee-based broker is building a career that keeps her close to property and closer to clients
Broker in Focus is a dedicated series that highlights the unique journeys of mortgage brokers, providing them with a platform to share their experiences, insights, and expertise. Through compelling personal stories and professional reflections, each featured broker recounts the key moments that have shaped their careers, delves into the challenges and opportunities facing the industry today, and shares the valuable wisdom they have gained along the way.
MPA caught up with Chandelle Lord (pictured top), director of Mortgage Lane, who made the leap into mortgage broking after 19 years in real estate. The Mudgee-based broker officially launched her broking career last September, bringing with her nearly two decades of property expertise and a deep understanding of what it takes to help clients achieve their homeownership dreams. While she loved her time in real estate, working across almost every role the industry had to offer, Lord was ready for a new chapter – one that would keep her connected to property while expanding her ability to help clients, no matter where they or she happened to be located.
Six months into her broking journey, Lord has already discovered what makes the role so powerful: the ability to offer genuine choice. Rather than being tied to a single lender's products, she can now look across the full spectrum of solutions to find what truly suits each client's unique situation. It's a shift that's proven more rewarding than she anticipated, particularly when helping clients who've already tried navigating the finance maze on their own and hit dead ends.
- Full name: Chandelle Lord
- Job title: Director / Mortgage and finance broker
- Company: Mortgage Lane
- Number of years in the industry: Six months
- Location: Mudgee, NSW
How and when did you become a mortgage broker?
After being qualified for a couple of years, I officially made the move into mortgage broking in September 2025. I'd spent 19 years in the real estate industry and over that time, I was lucky enough to work across almost every role, so property has been a huge part of my life for a long time.
I loved real estate, but I reached a point where I was ready for a new chapter. What I wasn't ready to give up was helping people get into property. Mortgage broking felt like a natural next step as it still keeps me close to property, but allows me to support clients no matter their geographic location, or mine.
In your opinion, what has been the most positive development in broking?
What really stands out to me about this role is the ability to give clients genuine choice and guidance. Rather than being limited to one bank's products, we're able to look across a wide range of lenders and solutions to find what actually suits the client.
Even in my early time in broking, I've seen how powerful that is. Clients often come in thinking there's only one path available to them, when in reality there are many and it just takes the right knowledge to navigate them. Being able to provide options and tailored solutions has been one of the most rewarding parts of the role so far.
What challenges do you see currently facing the industry, and what solutions would you propose?
One of the big conversations I keep hearing is around technology, particularly AI and whether it will replace brokers, or whether lenders will increasingly try to remove us from the process altogether.
Personally, I'm not worried about that. People still want to deal with people. They want to feel understood, to talk through their plans, to ask questions and to actually understand what they're signing up for. Most clients don't have the time or desire to read endless information or interpret complex lending criteria on their own.
Technology is fantastic at handling numbers and, hopefully, making processes faster and more efficient, and that's a positive. But it can't replace real-world experience, intuition or the ability to pick up on things like financial stress or vulnerability. It also can't create the kind of supportive, caring environment that helps clients feel confident making big financial decisions.
In my view, the solution isn't resisting technology, but using it to enhance the human side of broking, freeing brokers up to do what we do best: listen, guide and advocate for our clients.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
Some of the most rewarding moments so far have come from helping clients who've already tried to navigate finance themselves and hit roadblocks. This has happened more often than I expected.
Finance can be complicated and it's no surprise many people feel stuck, confused or end up with an outcome that doesn't really serve them long term. Being able to step in, untangle things and find a workable solution is incredibly satisfying. The biggest lesson for me has been that making the process feel easier and more manageable can be just as valuable as the loan itself.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
Broking is very much a people business. Technical knowledge is important, but relationships are everything. Building trust, genuinely listening and wanting to help people find solutions is what creates referrals, repeat clients and longevity in this career.
The other advice I would offer is to be selective with who you choose as your mentor. I'm with Masters Broker Group and not only are the mentors great but there's a large group of brokers with all levels of experience that you can connect with and learn from so you don't feel so isolated in the early stages.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are Jason Cuerel of Mortgage Innovations , Talissa Bailey of Bai Mortgage, Dan Pertot of Pertot & Co. Mortgage Brokers, Leo Cagliolo of Professional Mortgage Manager, Raj Ladher of Mortgage Wealth, Chris van Rijswijk of Northern Beaches Wealth Home Loans, Ajay Krishnan of Home Loans Fast, Fae Kett of Tembo Money, Tanya Seth of Simpl Home Loans, and Steve Tikellis of Excellence Home Loans.
Are you a mortgage broker interested in being featured? Email the author with your details.
