Elyce Peters shares how her team delivers standout support in a fully virtual model
In an era of increasing automation and remote service models, The Mortgage Girls has found a way to retain the personal touch – earning the 2025 award for Best Customer Service of an Individual Office at the New Zealand Mortgage Awards.
In her exclusive interview with NZ Adviser TV, co-founder and managing director Elyce Peters shared how the firm has created a standout experience in a fully virtual environment.
“We all work from home,” Peters explained, “but we’ve built a culture where communication is everything – internally and with our clients. We make sure if you say you’re going to do something, you do it. That’s so important in this business.”
Peters credited much of the firm’s consistency to smart systems and tools – like Betty, their in-house resource that keeps every adviser updated with real-time lender policy changes. Combined with a robust CRM and AI-enhanced templates, these tools free up time for advisers to focus on what really matters: people.
“Relationships will matter more than ever,” she said. “It’s not just a transaction. Sometimes you’re a cheerleader, sometimes you’re a counsellor – we’re with clients through some of the best and hardest moments of their lives.”
She also highlighted the power of feedback – not just at the end of the process, but throughout the client journey. “We encourage our advisers to ask tough questions like, ‘What could I have done better?’ That reflection helps us grow.”
Behind the scenes, The Mortgage Girls has fostered a team-first culture with no hierarchy – a place where everyone’s voice is heard and ideas lead to action. Peters added, “We always say the only thing we do consistently is change – because we’re always evolving to do better.”
Watch the full interview to hear how Peters and her team are setting new benchmarks for mortgage customer service in New Zealand – and what other brokerages can learn from their success.
