From social enterprise to mortgage adviser
For Andrew LavuLavu (pictured), mortgage broking has never been just about loans—it’s about trust, cultural connection, and restoring hope for families who often feel left out of the system. His journey from building a social enterprise to advising first-home buyers shows how empathy and education can transform the client experience.
From social enterprise to mortgage advice
After five years running a social enterprise, LavuLavu became a mortgage adviser in 2019.
“I became a mortgage adviser in 2019, following five years of building a not-for-profit and social enterprise within the financial sector,” LavuLavu says. “That work gave me deep, firsthand insight into how complex and overwhelming the first-home-buying process can be – particularly for Pacific and Māori families.”
His early experience coincided with the rise of social media and a flood of online financial information.
“I saw a clear need for trusted, culturally aware guidance,” LavuLavu says. “Becoming an adviser allowed me to combine technical financial expertise with a strong community focus.”
The rise of financial education and digital tools
LavuLavu believes the most positive change in broking is the industry’s shift toward education and long-term partnership.
“The shift toward financial capability and education has been a game-changer,” he says. “Advisers are no longer just transaction facilitators – we’re educators, advocates, and long-term partners.”
LavuLavu also credits digital tools and open banking for making tailored advice more accessible, especially for clients new to financial systems.
Tackling accessibility and building trust
But while technology has opened doors, barriers remain – particularly around accessibility and trust for underserved communities.
“One of the most pressing challenges in our industry is accessibility and trust – particularly among underserved communities,” he says. “Many individuals still approach financial institutions with hesitation, and the overwhelming volume of online information often adds to the confusion rather than resolving it.”
LavuLavu advocates for more culturally responsive formats and advisers who reflect the communities they serve.
“I’ve always believed that financial education should be embedded into everyday life – not reserved for the affluent or financially literate,” he says.
“Whether through schools, churches, or local events, we must create spaces where people feel empowered long before they walk into a bank or earn their first income. That’s how we shift the narrative – from exclusion to inclusion, and from hesitation to confidence.”
Restoring hope for declined borrowers
LavuLavu’s most memorable moments come from helping families who had lost hope after being declined by lenders.
“These weren’t just lending challenges; they were moments where hope had been eroded by systems that didn’t reflect the realities of everyday people,” he says.
“Through patience, advocacy, and strategic collaboration with credit managers, we are able to secure homeownership for these families. It wasn’t just about numbers – it was about restoring belief.
“The greatest lesson I’ve learned is that listening deeply and persisting relentlessly can unlock outcomes that data alone cannot predict. Every client has a story, and when we take the time to understand it, we move from being brokers to being changemakers.”
Advice for aspiring mortgage advisers
For those new to broking, LavuLavu’s advice is clear:
“For those aspiring to become mortgage advisers – or just starting out in broking – my advice is simple: lead with empathy, and anchor everything you do in integrity. Technical skills can be taught, but the ability to genuinely connect with people and advocate for their financial well-being is what sets exceptional advisers apart.”
LavuLavu urges new advisers to focus on impact, not just numbers.
“This profession isn’t just about numbers or approvals – it’s about impact,” he says. “Build relationships that last, stay relentlessly curious, and never lose sight of the human story behind every application. When you approach broking as a mission rather than a job, you’ll find that the trust you earn and the lives you help transform will define your success far more than any metric ever could.”
Andrew LavuLavu’s story is a reminder that empathy, education, and cultural understanding are as important as technical expertise in helping clients achieve homeownership – and in building a truly impactful broking career.
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