Time with clients the 'magic of the job'

Broker in Focus is a dedicated series that highlights the unique journeys of mortgage brokers, providing them with a platform to share their experiences, insights, and expertise. Through compelling personal stories and professional reflections, each featured broker recounts the key moments that have shaped their careers, delves into the challenges and opportunities facing the industry today, and shares the valuable wisdom they have gained along the way.

How and when did you become a mortgage broker?

I became a mortgage broker in 2019 after gaining experience in customer service and sales. I spent the previous two years as a customer relationship expert, where I qualified leads and nurtured clients for mortgage advisers. During this time, I absorbed as much as I could each day, developing my own skills and knowledge before becoming an adviser.

Before that, I worked in sales, building strong communication skills — which I feel is my best asset. I am able to adapt to any situation and get along with all kinds of people. My passion for helping people with financial decisions led me to pursue broking, and I feel I have finally found a job I am truly passionate about. I love helping people find their dream home — there is no better feeling.

In 2019, my first full year, I was awarded Customer Relationship Expert of the Year. The next year, I was advising and won Trainee of the Year, then the following two years, Adviser of the Year. This was a great achievement as I was up against a large number of other advisers who had been in the industry much longer and had far more experience.

I put my quick success down to my ability to adapt and connect with people from all over the world, which led to quick referrals and growth, as well as a strong work ethic. I left to go self-employed so I could take back control of my journey with clients and spend more time with them. When employed, we had admin and other support staff that helped with a lot of things, so time with clients became less and less, taking away the magic of the job for me. I am now back in a position I love, enjoying the journey with clients.

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

One of the most positive developments in broking has been the increased focus on technology and digital tools. These advancements have streamlined the loan application process, improved communication with clients, and enhanced transparency. Clients can now access information faster and track their applications in real time. This shift has allowed brokers to offer a more efficient, personalised service while maintaining strong compliance and delivering better client outcomes.

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

One of the biggest challenges right now is keeping up with constant regulatory changes, which can make the process more complex for both brokers and clients. It can also slow things down.

I think the solution lies in better technology that simplifies compliance, along with regular training to stay current. More support and clearer communication from lenders and networks would also help brokers stay efficient and focused on helping clients.

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

One memorable experience was helping a client who had been declined elsewhere due to complex financials. I worked closely with them, carefully structured the application, and found a lender that understood their situation.

It taught me the value of persistence, attention to detail, and truly understanding each client’s story. That experience reinforced why personalised advice and strong lender relationships are so important in this role.

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

My advice is to focus on building strong relationships and really listening to clients — this, in time, will bring in referrals and allow you to grow organically. Also, understanding clients’ goals and circumstances is key. Be patient — success takes time, and every deal is a learning opportunity. Stay on top of industry changes and don’t hesitate to ask questions or seek help and guidance from colleagues, lenders, and networks. Most importantly, always act with integrity and put the client’s best interest at the centre of everything you do. 

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 John Tibble of Aspire Financial Planning, Aaron Scott of Try Financial, Sam Rose of TR Financial, Richard Bousfield of The Surrey Mortgage Broker, Paul Hampton of Approved Mortgage Solutions, Christina Oliver of The Old Bakehouse Financial Services, Steve Dickinson of Momentum Financial Services, Paul McMath of Prosper Home Loans, Richard Noble of The Mortgage Finance Store, and Luke Spellman of Spellman Financial Services. 

Are you a mortgage broker interested in being featured? Email the author with your details.