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Becoming a one-stop shop and providing her clients with an exceptional customer experience has been the key to success for broker Katrina Rowlands from Mortgage Success
Katrina Rowlands loves a challenge. And as a mortgage broker who has set herself a goal of writing more than $100 million in loans annually - a target she has continually exceeded - it's clear she also loves setting the bar high. 
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Ms Rowlands is a stunning example of the success that a growing number of women are enjoying in an industry in which men have traditionally outnumbered women.
Women are, in fact, more naturally suited to mortgage broking, according to research by the Commonwealth Bank of Australia, based on their instinctive rapport building skills - particularly with other women - and strong empathy.
Ms Rowlands agrees that having a strong rapport with clients, and providing an exceptional customer service, are key to running a successful mortgage broking business.
And with repeat clients accounting for more than 80 per cent of her business, the success of her approach is clear.
"It is my goal and job to make sure every customer is 100 per cent happy with our service," says Ms Rowlands.
Part of that process involves asking every customer to fill out a feedback form once their loan has settled.
"I go through every feedback report with a fine tooth comb, and strive to improve my business wherever and however possible," she says.
"I want to provide my clients with the absolute best customer experience. I want to make the whole process of obtaining finance not only enjoyable but memorable, to ensure they come back again and again."
COMPLETE CUSTOMER CARE
Providing clients with the best customer experience also means listening to their needs and being able to provide them with a range of solutions.
As well as home loans, Ms Rowland's in-house services include personal loans and deposit funds.
She also has a number of referral partnerships with accountants, financial planners and home renovation shops to help meet all of her client's financial needs.
But she chooses her referral partners with care.
"I like to do business with people I like," she says.
"It is important to like and respect your referral partner. It makes communicating with them easier, and you know that any lead they refer to you or vice versa will be incredibly warm and more than likely follow through to settlement."
Ms Rowlands says her referral relationships are about guaranteeing client satisfaction "which is the most important thing".
"Our business line at Mortgage Success is: ‘working together to make a mortgage success story for every client'," she says.
BROADENING HER HORIZONS
Based in Wollongong, Ms Rowlands has plans to expand the business to add several new offices both in Wollongong and Newcastle.
And while she is keen to expand her referral base, Ms Rowlands says she would also like to broaden the range of in-house services she provides.
In the mid-term, Ms Rowlands is looking to diversify into insurance - a market she describes as the "next step in the evolution of our business and indeed, mortgage broking".
"Mortgage protection, income and even life insurance is so important, so it never ceases to amaze me how many people are not properly covered," she says.
As part of her focus on growing the business, Ms Rowlands is currently focused on honing her business leader skills and is starting to work less in - and more on - the business.
She is also in the process of recruiting more staff to add to the three administrative staff currently working in the business, each of whom is Certificate IV accredited and a fully qualified mortgage broker.
Getting the right people on board is a priority.
"I have been very successful throughout my career and I attribute this to employing and engaging dynamic staff that have a passion for their work," she says.
"I need to be able to trust my staff 100 per cent, because I need to gradually hand the business over to them, and that is what I am in the process of doing right now."
Ms Rowlands concedes that she sets high standards in the business, with an office goal of $8 million in volumes per month. But her staff "never disappoint".
"I try to create a united working atmosphere," she says.
"Everyone needs to work together and, as such, I only employ staff that I know will jump in and get things done, no questions asked.
"No-one is better than anyone else. Everyone is equal, and as such, we all work together very harmoniously.
"It is just a really good atmosphere to work in."
