How advocacy, empathy and strategy transformed one client’s outcome
For many borrowers, a bank decline feels final. For mortgage adviser Sunil Chandra (pictured), it’s often the start of the real work.
“One of the most rewarding moments in my career was helping a client secure finance for her first home after she had been declined by her main bank," Chandra says. "Seeing her disappointment turn into relief and excitement made the outcome especially meaningful.”
Instead of sending her elsewhere, the Squirrel adviser dug into the bank’s decision, reframed the application and went back to the same lender.
“Through persistence, creative problem-solving, and clear, honest communication, I was able to obtain approval from the same bank—at a higher loan amount than she had originally requested,” he says.
“That experience deeply reinforced for me how powerful advocacy, perseverance, and trust can be in helping clients achieve what initially feels impossible.”
Why relationships still matter more than information
Chandra began advising in 2011 after roles at Westpac and completing his MBA at AUT.
“I began my career as a mortgage adviser in 2011, following my time at Westpac and the completion of my MBA at AUT," he says. "Driven by a strong passion for helping clients achieve their homeownership goals, I have since enjoyed building long-term relationships and guiding clients through what can often be a complex process.”
Chandra’s watched the role evolve from information‑gatekeeper to strategic partner.
“The integration of technology—particularly AI—has been a game-changer in the industry," he says. "Digital and AI-driven tools have streamlined processes, enhanced transparency, and improved decision-making, allowing advisers to spend less time on paperwork and more time building meaningful client relationships.
“As a result, traditional competitive advantages are shifting from access to information toward the ability to interpret insights, provide strategic guidance, and deliver a more personalised client experience.”
Balancing compliance with client experience
Chandra is realistic about the pressures advisers face in New Zealand’s market.
“One of the biggest challenges facing the New Zealand mortgage industry is balancing increasingly complex compliance and responsible lending requirements with the need to deliver a smooth, timely client experience,” he says.
“Heightened regulatory scrutiny, frequent policy changes, and inconsistent lender interpretations can slow decision-making and add friction for clients.”
Chandra sees smarter systems – including AI‑driven policy tools – and closer lender–adviser collaboration as key to simplifying compliance without sacrificing credit standards.
Advice for new advisers: empathy as a differentiator
Asked what he’d tell aspiring advisers, Chandra comes back to what made the difference in that challenging file.
“Focus on building trust and relationships. Technical knowledge is important, but empathy and understanding your clients’ needs will set you apart,” he says.
In practice, that meant keeping the client informed after a painful decline, challenging the decision constructively, and staying with the file until the “no” became a “yes”.
For Chandra, that combination of advocacy, perseverance and empathy is what turns a transaction into a long‑term relationship – and occasionally, a life‑changing result.
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