Top broker has an impressive referral rate – one she continually strives to exceed
Maintaining customer satisfaction and earning quality referrals are two of the most important keys to success in the Hobart mortgage market. It’s her ability to do both that helped earn Narelle Kerstan (pictured above) a spot on MPA’s Top 100 Brokers list for 2021.
Kerstan is a mortgage broker and director of Gloss Finance in Hobart, and she’s made earning referrals a priority. Seven out of 10 new business customers at Gloss Finance are referrals – a benchmark Kerstan continually strives to exceed. Quality referrals, an outstanding repeat business rate and a steady stream of new business form the core of Kerstan’s successful business model.
Kerstan has nearly 30 years of experience in the finance sector, nearly two decades of which have been focused on mortgage broking. Despite this long experience, Kerstan told MPA that she bolsters her expertise with continual training and knowledge-building.
She also said that she recognises the stress and uncertainty that can be associated with the home-buying process, or with building wealth through an investment portfolio. With that in mind, Kerstan makes sure to educate her clients so they feel empowered and confident as they go through the process.
Kerstan also stressed that finding the right result for clients – and doing so as quickly as possible – are vital for exceeding customer expectations.
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That commitment to trust, education, client empowerment and expert guidance have helped Kerstan achieve her impressive referral rate. With longstanding clients continually referring friends, family and colleagues, Kerstan has built Gloss Finance into one of the fastest-growing businesses in Hobart.
To determine the top 100 brokers in 2021, MPA asked brokers across the mortgage industry to submit the total value of loans they had written over the financial year. Brokers were also asked to provide the number of loans written so MPA could determine their average loan size. The list was compiled based on the value of loans written between July 01, 2020, and June 30, 2021.
