How career switch sparked mortgage success
Lillian Nguyen (pictured) has taken an unconventional route to becoming a mortgage adviser — a path that’s given her resilience, adaptability, and a client-first mindset.
A career pivot inspired by passion
“I worked at one of the major banks for almost five years before leaving the industry in 2018 to pursue my high school and childhood dream of becoming a flight attendant,” Nguyen says.
In 2020, the pandemic upended that dream.
“Like many others impacted by COVID-19, I was made redundant,” Nguyen says.
But the setback opened the door to a career she had always enjoyed: helping people with their home loans.
“Having always enjoyed working on home loans during my banking career, I returned to the industry as a lending assistant,” Nguyen says. “With the support of my employer, I obtained my Level 5 Certificate and became a mortgage adviser. In 2023, I took the next step in my career and founded my own mortgage advisory business, Mint Financial Limited.”
Technology and trust transforming the industry
For Nguyen, the most positive change in broking has been the blend of innovation and higher professional standards.
“In my opinion, the most positive development in the advising world has been the way technology and regulation have come together to create a more transparent, client-focused experience,” Nguyen says.
“Digital tools have helped mortgage advisers provide clients with clear information to compare options, understand their choices, and feel confident in their decisions.
“At the same time, stronger industry standards mean brokers are delivering more personalised, ethical, and professional advice. This combination has transformed broking from a process that once felt complicated into one that is accessible, efficient, and built on trust.”
The processing delay challenge
While industry improvements have been significant, Nguyen points out an ongoing issue that impacts both mortgage advisers and clients: application turnaround times.
“One of the biggest challenges we face right now is the time it takes for applications to be processed through adviser channels,” she says. “The turnaround times for applications submitted via advisers can be significantly longer than going directly to the bank — often 10 working days or more.”
Nguyen’s proposed fix?
“The solution lies in lenders streamlining their adviser processing systems to match or improve on direct channels, while continuing to invest in technology that speeds up approvals,” she says.
“This, combined with advisers’ ability to guide clients through policy changes and complex criteria, would give borrowers the best of both worlds — expert advice and fast, competitive outcomes.”
Turning a tricky property into a winning deal
One of Nguyen’s most rewarding experiences came from a challenging case involving a property that most lenders wouldn’t touch.
“One memorable experience was working with a client who wanted to purchase a very run-down property,” she says. “On paper, it wasn’t an easy deal — the property’s condition made some lenders hesitant, and the client faced tight timelines to get finance approved.”
By selecting the right lender, presenting the application strategically, and clearly explaining the renovation plan, she secured the approval.
“It was challenging but incredibly rewarding when we secured approval and they were able to go ahead with the purchase,” Nguyen says. “Today, that property has been completely transformed and is worth significantly more than when they bought it.”
Her takeaway: “Sometimes the best opportunities don’t look perfect at first glance. With the right strategy, persistence, and clear communication between adviser, client, and lender, even the trickiest deals can lead to fantastic outcomes.”
Advice for new mortgage advisers
Nguyen’s guidance for those entering the industry is simple but powerful: focus on relationships, learning, and patience.
“My biggest piece of advice is to focus on building relationships before chasing numbers. Advising is as much about trust and connection as it is about finance,” Nguyen says.
She also stresses the need for ongoing education.
“Lending policies, regulations, and market conditions change constantly, so staying up to date is essential,” Nguyen says. “Find a good mentor, don’t be afraid to ask questions, and learn from both your successes and your mistakes.”
And above all, perseverance matters.
“Be patient with yourself,” Nguyen says. “Advising can take time to build momentum, but if you stay consistent, ethical, and client-focused, the results and the referrals will follow.”
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