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It's been a great journey so far since 2014. I feel immense satisfaction in knowing we have helped so many families achieve their dreams and financial goals. it keeps me motivated to work even harder for my clients.
How did you start down this career path?
Since childhood, I have been inclined to work in finance as I have seen the amount of respect and appreciation my father received as a tax agent from his clients when I used to visit his Tax Practice. I desired the same. So, after completing my Graduation I continued with master’s and completed the Chartered Accountancy. As a professional I first worked in a senior role in Banking & Finance and then worked in Finance department of FMCG for a long time. I bought my first home and few investment properties. During this journey I was disappointed with the quality of knowledge and level of customer service that mortgage brokers provide. My wife knew I was very dissatisfied. She motivated me to become a mortgage broker and sorted out our own home loans first and pursue a career in mortgage broking. Without her and my kids support I would not be where I am today.
What inspires you in your role/industry? Why?
This is not just a profession, but my passion as well. In this industry, every day is a new day and a new challenge. You get a chance to deal with people from different backgrounds and nationalities. During the loan approval process we form a personal bond with our clients and love to see the satisfaction on their faces once their dream of buying their property is realised. Especially first home buyers, as they have lots and lots of questions, and the fear of taking wrong decision, as most of them are putting their entire savings to secure their first home. When I deal with first home buyers, it reminds me about myself when I was trying to secure my first property, which motivates me to deal with them patiently.
What's your approach to customer service that separates you from the rest?
We place the interest of our clients first in the process of loan approval. Before starting the process of loan application submission, we try to educate them regarding the whole process, steps and the approximate time frame for each step and whole process. Regarding lender options, we discuss with the client regarding available options and explain them pros and cons of each option and allow them to decide with which option they want to go with.
For First home buyers, we also try to educate the client regarding the whole process and explain to them what we are doing and why we are doing it. We also provide full support and guide them throughout their property buying process.
For complex loan scenarios (for clients holding multiple properties), during our loan strategy session, we try to understand what client wants to achieve. Based on the same ideals, we provide clients possible best options. For all our loan applications, we try to be transparent and keep clients updated on regular intervals.
For our existing clients, we have appointed a dedicated team member solely focused on client retention. He reaches out to our clients on regular intervals and help them renegotiate interest rate with their current lender on their behalf. This is the reason that most of our current clients are enjoying very competitive variable interest rates without getting their loans refinanced. This approach not only keeps our clients satisfied but also conveys our commitment to their well-being even after the settlement. As a result, we've witnessed a substantial increase in the number of referrals, as our clients appreciate the extra mile, we go to provide them with excellent service.
How do you innovate and stay ahead of industry trends?
We continuously adapt ourselves with change in the market environment and mortgage industry through constant knowledge update, training and research. We keep investing in latest technology to keep improving our services.
What is the toughest challenge you've faced in your role? How did you overcome it?
We must keep ourselves updated with bank policies and offers as well as government schemes for home buyers. We need to keep our staff updated with the same so that they can guide our clients properly.
Also, maintaining the same level of service that I used to provide when I was handling clients by myself as a sole team member. Due to constant growth in the business, the biggest challenge was to set up a team to maintain the same quality of service. I was lucky enough to find quality staff from beginning, who had a similar passion for this profession as me.
We are still expanding and are in the process of training our new team members to improve our quality of services further.
What are some of your goals for the next 5 years?
5 years down the line, our vision is to build a strong team and set up strong customer support system to look after our clients well. We want to be among the top 50 broking firms of Australia within next 5 years.
Learn more at https://esfinsol.com.au/
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