She gave broking a try for six months and fell in love with it
Nicole Nation’s journey in the mortgage industry began in 2002 at Mortgage Choice St Marys, where an opportunity as a loan processor quickly evolved into a lifelong vocation. Influenced by her father, a seasoned broker and the franchise’s owner, she was encouraged to explore the industry.
“My father suggested I give broking a go for six months,” Nation (pictured above) recalled. “I fell in love with the job.”
Completing her Certificate IV in Finance and Mortgage Broking and Diploma of Mortgage Broking Management laid the foundation for what would become a rewarding career. By 2019, with Nation's father’s retirement, she took over the business.
Before her foray into mortgage broking, Nation’s roles in customer service, from a building company to a prestigious hotel in Sydney, honed her people skills.
“I loved helping people,” she said, noting that assisting others has always been her biggest motivation. This innate desire to help is evident in how she manages client relationships, a crucial aspect of her success.
When asked about the most positive development in the broking industry, Nation pointed to technology. The advent of broker portals and the ability to conduct appointments online have revolutionised the field, she said, making interactions seamless and efficient.
“I have many clients who have moved interstate since I started working in the industry, and I love that I can continue to help these clients without having to meet face-to-face,” she added.
Despite the advancements, Nation acknowledged that challenges persist in the industry.
“I think the biggest challenge facing brokers is clawbacks,” she said. “I’d love to see clawback policies change because in many instances brokers are penalised for a change in their customer’s situation that was completely out of their control. I think that a pro-rata system would be much fairer.”
Speaking of challenges, Nation said the COVID-19 pandemic tested her resilience as never before. Operating without support staff during the early days, she managed overwhelming client demands single-handedly.
“I was working super long hours – from 5am to midnight,” she recounted. “I learned a lot from that experience but the main lesson I learned was that I need to remember to put my mental health first and that I need to make time for myself and my kids.
“I have since hired a team member and outsourced my loan processing; both have been welcome additions to the team.”
For those aspiring to enter the mortgage broking field, Nation emphasised the importance of a robust support network.
“It can be really challenging to run a business without people you can lean on for support and advice,” she said. “My parents and sister have been so important to me as a business owner, helping me with my kids when I’m stuck at work.
“My father, as a broker himself, has been hugely supportive and great to talk things out with. I’ve also made some great friendships in this industry, women that I can lean on for advice or simply vent to.”
She also advised newcomers to seek mentorship and engage with peers, highlighting the benefits of shared experiences and collective wisdom.
“If you’re new to industry, I would encourage you to connect with a mentor, a more experienced broker who you can go to for guidance,” she said. “Spend some time with them, watching how they work, how they interact with customers, even if it’s just a few hours a month.
“It’s also important to take time to bond with your peers, especially when you’re getting started. I attend the NSW Mortgage Choice broker hubs hosted by my franchise development manager, and these are great opportunities to get together with other brokers and state support staff to chat about what’s going on in our businesses.”
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