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At its core, New Zealand’s mortgage industry is about making connections with people, and the young professionals who are excelling have done so by building lasting relationships with both clients and colleagues.
“Being in finance or mortgage advice is all about people. No matter what age, the top performers are those who focus on providing the ultimate service to customers,” says Peter White, AM, managing director of the Finance and Mortgage Advisers Association of New Zealand (FAMNZ).
Connor Ward, director of independent brokerage Financing Futures, adds, “Being a top-performing mortgage professional speaks a lot more about someone’s attitudes towards work and their clients, more than anything else.”
The 2022 Rising Star and three-time NZ Adviser’s Top Adviser admits that perceptions of mortgage professionals being more mature still exist, but that the younger generations are overcoming this stereotype.
Ward says, “When I started in the industry, I had a lot of customers who either didn’t listen to me or didn’t want to work with me because I was young. One of the things I found is that the harder I worked, the more I learned. People increasingly recognise that it’s not about how old I am – it’s about how hard I’m prepared to work for them.”
This new wave of talent is redefining what it means to be a mortgage professional, as they have built strong personal connections by successfully battling:
slow but steady recovery of the Kiwi housing market described as “quiet momentum” rather than a “boom” as banks and borrowers are treading with caution
falling mortgage rates and “mortgage wars” following the Reserve Bank of New Zealand’s OCR cut from its peak of 5.5% in August 2024 to 2.5% in October 2025
surging property listings reaching a decade high at 36,870 in March 2025, reflecting a 10.9% increase from 2024, suggesting growing seller confidence
increased first home buyer activity, especially in regions like Hamilton and Wellington, and a rebound in investor interest as rates fall and property values show signs of recovery
additional compliance obligations under the AML/CFT Act, with its final phase in effect starting 1 June 2025
digitalisation of mortgage processes with brokers and lenders leveraging tech to streamline applications, approvals and customer engagement
White believes that it’s a moment of opportunity for young professionals to make their mark. He explains, “While our share (advisers) is still only around 50%, more customers are choosing advisers because of the benefits they provide.”
For Ward, while recent months have been an intense introduction for newcomers to the industry, he sees it as a valuable opportunity for growth and learning. “It still can be difficult for mortgage advisers, even in a good economy,” he says. “A lot of the challenges now have been around looking after existing clients and supporting customers through some really tough times in their lives.”
NZA determined the prestigious list after individuals from across New Zealand’s mortgage industry nominated exceptional young talents. To qualify, nominees had to be 35 or under as of 31 October 2025 and committed to a career in the industry.
NZA recognises 15 of the industry’s most outstanding young professionals as its Rising Stars 2025, who collectively:
show deep empathy by understanding the client’s unique needs and building genuine relationships
maintaining a client-first mindset and delivering tailored solutions
communicating complex information with clarity
displaying high emotional intelligence and managing challenges with composure
possessing strong technical knowledge of products, compliance and trends
relentless hard work and drive, consistently going above expectations
taking on leadership and mentoring roles to support the growth and success of peers
These qualities have proven essential as they have navigated rapid market and regulatory changes while building credibility.
Age: 34
Location: Christchurch
Mortgage Adviser
Believing in the power of consistency and always showing up has enabled Arvinder Bains to forge lasting relationships. He’s somewhat of a diamond built from the pressure of transitioning from another industry. Prior to his pivot in 2024, he worked as an area manager for Tank Juice Bar in the South Island.
“I was managing about 100 staff and 20 stores,” he says. “It gave me a lot of in-depth views of how to analyse information and keep up to date.”
Bains leaned on this experience as he powered through his first full quarter as an adviser to settle more than $5 million in loans. As the tools of his success, he credits:
relationship building
top-notch customer service
“The most important thing is that I’m able to provide a client with the right advice suited to their position and financial decisions and what they want to do in the future. In the industry we are in, we don’t control much. It comes down to the advice and service you provide to your customers,” he adds.
This level of client care has not gone unnoticed, with multiple 5-star Google reviews and internal recognition as “Squirrel of the Week.”
Despite his early industry recognition, Bains has not rested on his laurels. His attitude is that no two clients are the same, and each presents challenges and learning opportunities. After introducing himself to the industry with a bang, he is now setting his sights on becoming one of the top Indian mortgage advisers in the Christchurch area.
Bains believes that customer service is one of the best ways to advertise himself, but he has also harnessed the power of digital communication to build up his book of business.
“When you do a lot of hard work in the background, it’s important to bring that in and show it to build up your connection with the local community. Social media is one tool that costs you barely anything and gives you so much power to advertise yourself,” he adds.
Age: 34
Location: Auckland
Managing Executive
The initial brush with the mortgage industry started during Emma Lu’s university years when she worked part-time for Plaxo’s marketing department, and she has been with the company ever since.
“I feel like this industry chose me. Working with our advisers, I truly enjoyed helping people solve real-life financial challenges and achieve something as meaningful as owning a house,” she says.
Lu oversees key business areas like marketing, compliance, HR and operational management, and her leadership style is defined by company-wide thinking and empowerment. She explains, “My approach starts with understanding the big picture. I communicate with our team, advisers, BDM and even our clients to know what their needs and challenges are.”
One of Lu’s biggest achievements across the past year has been leading Plaxo through the industry’s transition to the Financial Advice Provider full licensing regime. She partnered with consulting firm Strategi to ensure the adviser team was trained, compliant and confident under the new regulations.
She also introduced enhancements to the brokerage’s adviser training, file review processes and onboarding systems, creating scalable solutions that boost capability and consistency.
On the professional development side, Lu’s real-time feedback model and structured mentoring approach have become internal benchmarks to raise the firm’s adviser excellence.
In the past 12 months, her proactive leadership played a crucial role in Plaxo’s recognition as:
#1 ranking in NZA’s Top Brokerage 2025 list
consecutive finalist placements in the NZ Mortgage Awards – Brokerages of the Year category
Beyond the company gates, Lu has also demonstrated a strong commitment to connect with the community through more than 100 educational client seminars. “Buying a home is one of the biggest decisions a first-time home buyer or a new immigrant can make in their life. I want to make their journey easier and to give them more confidence with their choices,” she says.
Lu’s seminars aim to demystify the Kiwi property market by covering topics from lending rules and property types to legal checks and building inspections. Professionals from legal, accounting, building, real estate and development sectors deliver these sessions, ensuring that clients receive well-rounded, practical knowledge. Through this initiative, Lu has helped raise financial literacy, build trust in professional advice and promote collaboration across related industries.
Age: 33
Location: Invercargill
Mortgage Adviser
By bringing a dual perspective to the industry, shaped by six years of being a mortgage lender and senior assessor at SBS Bank, Ben Garrett has a comprehensive understanding of the application process and the intricacies of lending decisions.
He says, “I know exactly how an application needs to be presented for the best chance of approval. There aren’t too many scenarios that I haven’t seen because you go through a lot of applications as an assessor.”
He has drawn on this experience to be able to connect with all types of clients. In his current role, he offers a broad suite of products and creates a high level of trust by advocating effectively for their interests.
“I feel like I’m delivering more for my clients if I’m able to provide a wide comparison of products and services,” he explains. This client-first philosophy is core to his approach, ensuring tailored recommendations and holistic support throughout the home-buying journey.
Establishing his business in the rural Southland has its own unique challenges, particularly in a market where bank loyalty is the norm. “It’s not as common for people to use mortgage advisers down here, compared to the bigger cities in New Zealand, so it's all about that education piece,” he says.
To address this, Garrett and his team focus on client education and communication, as they take the time to clarify their role, articulate the value they provide and the full scope of their support. “A lot of people don’t understand that it’s free in most instances,” he adds, highlighting the value of creating relationships to explain the process and build trust.
Age: 27
Location: Auckland
Financial Adviser
The former HR employee may have migrated into the mortgage industry by chance, but his ascent is defined by understanding clients and acting on their behalf. With his knack for numbers and problem-solving, Andrew McBain has established a solid reputation among self-employed clients and business owners.
He is renowned for building relationships and using his ability to make sense of complex financials, multiple income streams and unconventional business structures. Rather than avoiding complexities, McBain embraces them, frequently collaborating with his client’s accountants to fully understand the story behind each application.
“I pride myself on being my client’s point of contact. I run them through their overall financial position. It’s not just a transactional relationship for me. It’s all about making sure people feel heard,” he says.
This has resulted in a proven track record of securing approvals for challenging cases, often with highly competitive rates and terms. In the past 12 months, McBain has guided over 60 clients through the lending process, achieving nearly $50 million of drawdowns.
Reflecting on his beginnings, McBain shares, “A chance encounter between my mum and another dog owner who happened to be a very successful business owner and entrepreneur brought me here. He became my mentor and put me in touch with some people, and I got qualified.”
Another key differentiator for the young adviser is his ability to turn difficult conversations into constructive outcomes. “You don’t come to people with problems; you come to them with solutions. It’s not just ‘Sorry you can’t get this house.’ It’s about showing people that it’s not the end of the line. There’s bad news, but you also need to bring the good too,” he says.
Beyond settlement, McBain continues to maintain strong client relationships, regularly checking in to ensure their lending solutions continue to meet their needs. Whether it’s for restructuring debt or providing guidance for future property plans, he delivers continuity and support, underscoring his commitment to being a long-term partner, rather than a one-time adviser.
A hallmark of the group is their ability to lead with empathy and emotional intelligence. This has enabled them to build strong and lasting relationships with clients and colleagues.
For Plaxo’s Lu, empathy is the foundation of her approach. “Leadership isn’t just about sales and targets; it’s about people,” she says. She recognises that every mortgage solution is unique and often emotionally charged, requiring advisers to listen, understand and balance practical solutions with genuine care.
This people-first approach is emphasised by Garrett, who stresses the value of advocacy and support during a client’s journey. He says, “It’s important that they have somebody in their corner to help them along the way that’s got their best interests in mind.”
While McBain highlights mutual respect and transparency as keys to successful client relationships. He adds, “Relationships should be based on mutual respect. Listening goes both ways, for the client and for you.”
For NZA’s Rising Stars, emotional intelligence is more than just a soft skill; it’s a critical tool of the trade. By leading with empathy, respect and transparency, they are setting a new benchmark for client relationships.
That 87% of Rising Stars have had a mentor guiding them in their career speaks volumes about the power of support to shape young professionals into formidable leaders.
Industry expert Ward emphasises the importance of having mentors. He says, “Being young and less experienced isn’t necessarily a disadvantage. But you’ve got to make up for that by surrounding yourself with mentors or getting the right support in place.”
Ward urges young talents to seek out older advisers for their wealth of experience before they retire. “There’s an opportunity there to pick up a business that already exists rather than start from scratch,” he says. “I learned a lot from my mentor, and I still learn things, even though he doesn’t work in the mortgage industry anymore. He tells me stories about things I’ve never seen before and some things I hope I’ll never see.”
FAMNZ’s White adds, “The enthusiasm to be part of something bigger than yourself and to be mentored by others should be a priority for younger advisers. When this happens, the industry will prosper because there will be a bigger piece of pie for all.”
Rising Star Lu credits mentorship and support as the gateway to her success and shares how her own experience shaped her initiatives to improve Plaxo’s internship and mentoring programs.
She says, “I want to give the same opportunities for young people in university to join the industry and help bridge the gap between academic learning and professional life. It’s very rewarding to see their confidence and interest in the industry grow.”
And McBain highlights the life lessons he learned from his mentor and how it helped define his approach. “Don’t just give it 99%,” he says. “If you’re going to do something, do it to the best of your ability, and the results will speak for themselves.”
Recent research from the Financial Planning Standards Board highlights the growing optimism among New Zealand professionals regarding AI adoption in the financial advice sector. According to the findings:
73% say it could help serve clients better
67% believe it could enhance advice quality
71% say it could expand access to financial advice
Financial Advice New Zealand chief executive, Nick Hakes, says, “It’s here today. It’s not something that’s happening at some point in the future.”
NZA’s Rising Stars of 2025 are at the forefront of leveraging tech in ways that make the most sense for their roles.
For Garrett, AI does the grunt work of summarising essential points from client meetings, identifying risks and challenges, proposing actions and even doing affordability assessments with options and recommendations.
“I’ve been trialling out different apps that are safe for clients and able to improve their experience and the productivity on our side,” he adds.
As a managing executive, Lu’s focus is on the strategic side. With tech-enabled improvements to CRM platforms and open banking, she is ensuring that Plaxo’s brokers are on the leading edge of the best technologies the industry has to offer.
She explains, “I want to help our brokers choose the best system that meets regulations, saves time and processes loans much more easily. My goal is to find the right tech that will shape what the broker of the future looks like.”
Rising Star McBain emphasises a welcoming mindset when it comes to tech fluency expectations, especially for fellow young professionals. “It all comes down to practice. Once you've got the basics down, build on your own experience. If you face a new challenge, then AI or tech will be another tool in your toolbox.”
Despite the many conveniences of tech use, the Rising Stars believe that it will not replace the value of understanding people and creating long-lasting relationships.
Bains adds, “At the end of the day, if you’re taking out a hundred-thousand-dollar loan, you would think, ‘Am I getting the right advice? Should I meet that person to fully trust their advice?’ That’s when human connection comes into play.”
In July, NZ Adviser invited professionals from across the New Zealand mortgage industry to nominate their most exceptional young talent for the Rising Stars list. Nominees had to be aged 35 or under (as of 31 October 2025) and have committed to a career in mortgages with a clear passion for the industry.
Nominees were asked about their current roles and responsibilities and their key achievements over the past 12 months. Recommendations from managers and senior industry professionals were also considered. The NZA team reviewed all nominations, narrowing the list down to 15 of the industry’s most outstanding young professionals.