MPA speaks to Ebony Johnstone and discovers why the future of mortgage broking is in good hands
Ebony JohnstoneMortgage Choice, Miami, Qld
Why did you move into mortgage broking?
My boss, James Hasselle, had approached me years ago to come and join his team at Mortgage Choice in Miami, but I resisted because I was planning to start a family and I had been at my previous employer, ANZ, my whole financial career. Before returning to work after having my boys, I caught up with James and the team for Christmas drinks, which is when he finally convinced me to give mortgage broking a go with Mortgage Choice – and I’ve never looked back!
How has the job compared to your preconceptions?
Initially I was concerned about my networking skills and that fact that I would have to generate my own leads rather than having them walk in my front door daily (as they had with ANZ), with no effort on my behalf. It genuinely panicked me. However, it turned out that I had just underestimated how capable I was. With the great team at Mortgage Choice in Miami to back me up, it was certainly not as difficult as I had anticipated. Plus, the fact that I now have a larger number and variety of loan products to offer my customers is truly liberating.
What are the biggest lessons you’ve learnt on the job so far?
I’ve learnt that it is often a good idea to look into a customer’s credit file in the first appointment. It will save a lot of wasted hours. What has been your biggest challenge?
My biggest challenge has been finding the right work-life balance; I’d say it’s the thing on the tip of every working mother’s lips. Like most mortgage brokers, I could spend days and hours doing this job, but it’s recognising when to call it a day that can sometimes be the difficult part.
What has been your biggest achievement?
One of my biggest achievements has been finally hitting the $5m submission mark earlier this year. That and becoming a BNI chapter president – who said I couldn’t network?!
How do you go about generating leads and turning them into satisfied customers?
I attend many networking groups like BNI, Mums in Business, Business Chicks, and so forth. I find that it is great to get out and meet with these groups, and develop complementary relationships with people who have the same business ethics as you.
Our office is quite established so we do get a lot of return clients or referrals, which means there is always enough business to fill in the time.
I always strive to ensure that my customers receive the best service and experience possible. I explain, I listen and I make sure that they have all the information they need to make good loan decisions. Coming from a banking background, I understand everything from basic telling transactions through to more complex loan scenarios, so I can help my customers outside of just the home loan process, making it a more holistic experience.
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