‘Reputation is everything in this industry’

Mortgage Introducer recently caught up with Lauren Wilson (pictured top), mortgage broker at Portway Finance, who believes that in today’s volatile market, your reputation is your most valuable asset. Having carved out a career in property before requalifying as a broker in 2021, Wilson has learned first-hand that doing a consistently good job – really listening to clients, moving quickly when rates change, and guiding them through each twist in the process – is what truly sets a broker apart.

In an age of slick digital platforms and instant online reviews, she says word of mouth still carries the greatest weight, with the majority of her business now driven by client referrals. For Wilson, every case is an opportunity not just to secure a mortgage offer, but to reinforce the trust that keeps clients – and their friends, family, colleagues and even distant relatives – coming back.

Full name: Lauren Wilson
Job title: Mortgage broker
Company: Portway Finance
Number of years in the industry: 4
Location: Vauxhall, London

How and when did you become a mortgage broker?

I have always had a career in property, having started back home in the countryside, then taking the leap to move to London nine years ago as a sales negotiator. I have fine‑tuned my skillset and been able to take the knowledge gained from estate agency into mortgage broking. I requalified into mortgage broking in August 2021 and haven’t looked back since!

In your opinion, what has been the most positive development in broking?

The improvement of digital systems. There has been such an advancement in the digital platforms that we use as brokers, which has led to a quicker process for not only the brokers and our admins, but has also resulted in a smoother process for our clients. The efficiency with which some of these platforms work, particularly some lender portals, has given me a mortgage offer on the same day, which is incredible, particularly when a client is under time constraints.

What challenges do you see currently facing the industry, and what solutions would you propose?

I think that the industry faces a number of challenges day to day, from affordability pressures and ongoing regulatory changes to uncertainty in both the UK’s economic picture and the global economic picture.

Being a mortgage broker is about much more than crunching numbers or finding the best rate. You’re a trusted adviser, adding value through your experience, insight and understanding of your clients. This means keeping up to date with political and market changes, continually developing your skills, and really listening to what your clients need. While none of us can predict the future, we can use what we’re seeing in the market and our experience to give informed opinions and offer well‑rounded, holistic advice.

Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?

Having been broking for just under a year when Trussonomics kicked off, it was very much a sink‑or‑swim environment! While still learning all the nuances and lending quirks of each bank, I also had to keep up with a rapidly changing rate environment. We went from being given 24 to 48 hours’ notice of interest rates being pulled or increased to being given a couple of hours (if we were lucky!). So, I had to learn to work quickly and efficiently to ensure that my clients weren’t losing out on interest rates. Looking back, while it was intense, it was the best way for me to learn!

Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?

Simply, do a good job! I would say that your reputation is everything in this industry. If you are providing your clients with a killer service, they are going to naturally refer their friends, family, colleagues – and their dog’s great‑aunt’s cousin – to you!

While we live in a digital age, I think that only so much can be shouted about how good you are on your social media platforms, so word of mouth truly is the best way to market yourself. In fact, the majority of our business comes from client referrals, which is a testament to the work we do.

In addition, when asking for Trustpilot/Google reviews to build your online presence, I’d absolutely recommend asking your clients to put you in touch with any of their friends or family, etc. You’d be surprised at what that leads to!

Broker in Focus is a weekly Mortgage Introducer feature, spotlighting mortgage brokers from diverse backgrounds and locations across the UK. Among those recently featured are Jamie Alexander of Alexander Southwell Mortgages, Dave Hill of The Money Partnership, Neil Mulhern of Echo Finance, Michelle Lawson of Lawson Financial, Matt Thomas of First Financial Solutions, John Carter of Abode Mortgages, Bobby Lumsden of RML Financial Management, George Christou of Bournemouth Mortgages, and Amit Patel of Trinity Finance.