Kapiti Mortgages & Insurance director shares insights and advice
From managing family life to building a successful mortgage business, Lisa O’Neill (pictured above) proves that with flexibility, organization, and a client-first mindset, success is achievable.
Starting out: From banking to broking
O’Neill, director and financial adviser at Kapiti Mortgages & Insurance, began her journey as a mortgage adviser in 2006. Transitioning from a strong banking background at ASB and Westpac, O’Neill sought a career that would provide flexibility while raising a young family.
“I started as a financial adviser in 2006,” she says. “My background was in banking across a range of roles at both ASB and Westpac – but after having my second child, I decided I wanted more flexibility/life balance.”
O’Neill initially ran her business from home for 10 years, balancing her growing family’s needs. As her client base expanded, she moved into a commercial premises and brought on staff to support her flourishing business.
Regulation boosts confidence
When reflecting on the industry’s progress, O’Neill identifies regulation as one of the most significant positive developments.
“Regulation and the need to be suitably experienced/knowledgeable to work in the adviser role… provides protection for our clients,” she says.
This shift has raised the standard across the industry, ensuring that clients can rely on advisers who are well-trained and highly knowledgeable.
Industry challenges: Bank turnaround times
O’Neill highlights bank turnaround times as a key challenge currently facing mortgage advisers.
“The bank turnaround times are presently longer via the adviser channel than clients going direct to the bank,” she says. :This is impacting on our service proposition.”
To resolve this, she suggests banks should better manage workload pressures.
“It would be great if the banks would send work overflow to the branches or employ more staff… to ensure a faster turnaround time,” O’Neill says.
Additionally, she advises fellow mortgage advisers to avoid unnecessarily submitting multiple applications:
“Advisers should not send applications to multiple lenders without good reason – as this will create further backlog by wasting lenders’ time.”
Balancing work and family: A personal challenge
For O’Neill, balancing a demanding career with raising her four children has been both her greatest challenge and source of personal growth.
“Working around my four children has been the most challenging thing for me as a financial adviser,” she says. “While I started in this role for flexibility, in reality the workload is extremely busy, and I need to be extremely organized.”
Now that her youngest child is a teenager, O’Neill finds it easier to dedicate her focus to her business.
Advice for aspiring mortgage advisers
O’Neill offers invaluable advice to those considering a career as a mortgage adviser or just starting out:
- Seek mentorship: “Find someone with industry experience to work alongside and to mentor you when you are starting out. Having someone to act as a sounding board for those difficult deals is invaluable.”
- Never stop learning: “Always ask if you are unsure – in this role, no matter how many years you have been doing it for, you are constantly learning.”
- Prioritise your clients: “Put your clients’ interests first, respond quickly and keep good notes.”
- Focus on service: “If you look after your clients and provide great service, you will continue to be busy through repeat business and referrals.”
The value of experience and service
For O’Neill, the key to long-term success in the mortgage industry is dedication to clients and consistent learning. By combining professional expertise with exceptional service, she has built a successful and enduring business. Her journey serves as a valuable roadmap for both aspiring and established mortgage advisers alike.
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