"It did not take long for me to recognise where my true passion lay"
Beginning her career as a receptionist at Tiffen & Co in 2009, Leisa Townsend (pictured above) said her journey into the mortgage broking industry was an unexpected one.
“I was initially interested in becoming a licensed real estate agent,” she told Mortgage Professional Australia. “However, I was given an opportunity to begin working as a receptionist. It did not take long for me to recognise that mortgage broking was where my true passion lay.
Within a mere six months, Townsend transitioned to a personal assistant role, driven by a desire to dive deeper into the intricacies of the industry. In 2016, she engaged in further studies to become a qualified mortgage broker.
“I have since performed a variety of roles and engaged with multiple stakeholders across the spectrum of broking,” Townsend said.
“I now have 15 years of knowledge and experience under my belt, and I am highly regarded in the industry. It enables me to collaborate effectively with the lawyers, real estate agents, accountants, banks and clients, and deal with the industry complexities and challenges with ease and efficiency.
“I have the best mentors here at Tiffen & Co, and I can confidently say that my skills and knowledge allow me to provide exceptional customer service to all my clients.”
Townsend, however, admitted that the journey is not without its hurdles.
“I am a mother of two and enjoy sports and downtime with my friends and family,” she said. “I can totally struggle with the delicate balance between homelife and career. Yet I am deeply grateful for the unwavering support of my husband and the dedicated team that surrounds me at the office.”
For the industry, she pointed out the challenges posed by stringent regulatory changes and market volatility. Her proactive strategies include staying informed of regulatory updates and market trends, which enable her to offer timely advice to her clients, thereby mitigating risks associated with economic fluctuations.
When asked about the most positive development in the industry, Townsend highlighted the transformative impact of technology.
“Technology has enhanced efficiency, convenience, and the overall client experience,” she said. “The shift towards digital platforms for managing loan applications and documents have streamlined processes and reduced paperwork burdens for both brokers and clients.
“The ability to digitally accept loan offer documents not only reduces administrative overheads, but also provides clients with a more convenient way to finalise their mortgage agreements.”
But the growing digitisation of mortgage processes has also created a few challenges, placing cybersecurity under the spotlight as a concern for brokers.
“It is imperative that a brokerage firm prioritises cybersecurity measures such as encryption protocols and adopting multi-factor authentication mechanisms, to safeguard sensitive client information and mitigate the risk of data breaches,” Townsend said.
Despite this, she believes that overall, the integration of technology into the mortgage broking industry has led to positive outcomes for both brokers and clients during the mortgage lending process.
Townsend also shared one memorable and challenging experience in her career, and it involved preventing a client’s foreclosure by leveraging her strong industry connections and negotiating skills.
“This experience highlighted to me the importance of initiative, proactive communication, and advocacy on behalf of my clients,” she said.
For those aspiring to enter the mortgage broking field, Leisa has offered the following advice:
- Continuous learning: “The financial market is constantly evolving so it is important to stay curious and committed to continuous learning. Keep abreast of industry trends, new products, and investment strategies will put you at the top of the game.”
- Building trust: “Trust is crucial in the brokerage business. Focus on building long-term relationships with your clients based on transparency, honesty, reliability, and results. This will keep them coming back.”
- Networking: “Building a strong network with others in the industry. Attend industry events, join professional organisations, and connect with experienced brokers who can provide guidance and mentorship.”
- Resilience: “I cannot stress enough the importance of practicing persistence and resilience in navigating the challenges of the brokerage industry. It is an environment that is typically always ‘on’, and you need to be able to work when required to produce favourable outcomes for clients.”
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