How important is life experience in becoming a successful broker?

If you ask a mortgage broker if it was their first ambition to do the job that they do now, they often smile and tell you, no, they had other plans, and they worked in other fields before they found their way into the business, either by accident or design. More often than not, advisers seem to come into the industry from other careers, with a wealth of experience far removed from the mortgage world.

But how key is this to brokers’ success? Is there any advantage in gaining experience, however fleeting, however disparate, in other sectors – or is it better, in their view, to join the mortgage profession early on, and fresh to the world of work? 

Gregor McMeechan (pictured left), managing director of Malleny Mortgage Solutions, has brokers on his team who came from different industries as top level chefs, joiners, and hairdressers, and he himself had a previous career in marketing. “Life experience is incredibly valuable in the profession,” McMeechan told Mortgage Introducer. “As you get older, you naturally gain more relevant life experience, whether it’s buying a home, supporting family or friends through illness, or dealing with financial challenges. These experiences shape who you are and help you grow as an adviser. You become more grounded, more empathetic, and better equipped to guide clients through major life decisions.”

He continued: “Many people who come into mortgages from another industry bring transferable skills, such as communications skills, customer service, sales, and even finance from other careers. These skills are hugely beneficial because they strengthen your ability to communicate and build rapport, and your overall professionalism. Over time, these qualities evolve. You learn how to really listen, how to respond to people’s emotional as well as financial needs, and how to tailor advice in a way that resonates with them.”

More personal life experiences also inform the protection work that brokers do, in McMeechan’s view. “If you have gone through or witnessed illness or loss, then that gives you a deeper understanding of just how important these conversations are,”  he said. “It is about helping people protect what matters most. And when you speak from a place of experience and empathy, clients can feel that.”

For Sheena Campbell (pictured second from left), managing director of Campbell Financial, life experience absolutely helps in the mortgage industry, but it’s not a requirement for success. “I think what's most important is being good with people, having a passion for delivering great service and an eagerness to learn and be better,” Campbell said. “Everything else can be taught. However, life experience does make many parts of the job easier. It gives you perspective, emotional intelligence and often the confidence to handle challenging conversations, but everyone has to start somewhere.”

Campbell became a broker at the age of 24, and recalls how challenging she found it in those early days. “I was incredibly shy,” she said. “I remember feeling short of breath in early client meetings, trying to advise people 10 or 15 years older than me - it felt intimidating. Leading conversations and taking control in those settings wasn’t natural to me, but I knew I was good at what I did and in no time my confidence grew.”

Now, client meetings are one of  Campbell’s favourite parts of the job. “I’ve become known for my warmth and candour, not because I started with those traits fully formed, but because I allowed myself to grow into the role,” she reasoned. “You have to be willing to push your comfort zone. No matter what industry you come from, I believe you bring something valuable with you. Whether it’s communication, empathy, organisation, or resilience, it all transfers - and this industry needs more people with heart, curiosity, and integrity. So, while life or previous career experience can be an advantage, it’s not the only route in. If you have the right mindset, you can absolutely thrive here and build a truly rewarding career.”

Read more: How often should brokers review clients' needs?

The importance of making clients comfortable

Broker Brett Walker (pictured centre) joined financial services early, at the age of 22. “I would say it’s less about experience in other fields or life and more about being relaxed, non-judgemental and making clients feel comfortable,” Walker observed. “Some people start off this way, others need their eyes opening over time, but the point is, your clients have to trust you and be open with their situation in order for you to give them good advice. It really is a simple job, assuming you are a subject knowledge expert in your field, and get to know the client’s situation well enough so you can give them your opinion of what you would genuinely do if you were them. Be honest, straight forward and do what you say you are going to do. I think it’s more about your character than age or experience.”

Meanwhile Jessica Reehal (pictured second from right), a specialist broker with London Mortgage Solutions, considers that life experience plays a vital role in becoming a successful adviser. “Before entering the mortgage industry, I ran two successful businesses - retail stores and a property business - which taught me resilience, adaptability, and a client-first mindset,” Reehal noted. “I also gained valuable financial sector experience early in my career, working as a bank manager in my twenties and as a single-tied mortgage adviser working for the bank. These diverse career paths have given me a well-rounded perspective and a deep understanding of both business and finance. I draw on this knowledge daily to stay focused, deliver exceptional service, and ensure full compliance in all aspects of my work.”

Drawing on personal experiences helps build rapport with customers, according to Graham Lock (pictured right), mortgage and protection adviser at Lock and Key Mortgages. “You can understand the pressure and thought process more,” Lock said. “I’ve seen some great brokers who are new into the industry with little or no life experience so it isn’t a must, but it does help. It also helps put a customer’s mind at ease. You’ve been there, done it, seen other customers go through the same, and share that it’s quite normal to feel daunted at some points, when moving or renegotiating your mortgage.

“Drawing on life experience means you can empathise with customers. As brokers, we can talk openly and have a good conversation with a customer, where they can share their goals and worries and be reassured that they are making a good decision. I hope that most, if not all, of my customers feel they can ask me anything and not feel guarded. It helps really get to the bottom of what they need and how you can help them. I’ve shared life experiences which help people feel at ease.”