Paulette Trotter, the Director and Mortgaage Adviser at Loan Market NZ, has dedicated her passion to the finance industry for an impressive span of over 30 years. Throughout this extensive career, she has held positions within two major banks, accruing a wealth of experience. Since February 2017, she has been an autonomous Mortgage Adviser, operating independently.
With a proven track record and a reservoir of experience, Paulette stands ready to assist you in securing the loan that precisely meets your needs. Operating exclusively for your benefit, she prioritizes your interests over those of the banks. Her commitment to effective communication is unwavering, ensuring that you receive timely updates and guidance. By streamlining your property transaction process, Paulette strives to transform it into a stress-free and exhilarating venture, as it rightfully should be.
Paulette’s dedication is evident in her determination to secure the most favorable outcomes for her clients. Her satisfaction lies in achieving remarkable results on their behalf. She is diligent in her efforts to comprehend your unique circumstances, enabling her to communicate with you using straightforward and comprehensible terms. By forging a genuine connection and understanding your situation, she is well-equipped to guide you through the process, ensuring your best interests are served and your finances optimized.
Below are highlights of the interview:
How long have you been working in the mortgage lending industry?
I left the corporate world in January 2017 and Joined Loan Market in February 2017 – I have therefore been a Mortgage Adviser for 6 years and 5 months
What motivated you to pursue a career in mortgage lending?
I wanted to move out of the Corporate World and was very lucky to have been offered to partner up alongside one of the most successful mortgage advisers in NZ, Bruce Patten. Partnering up with someone successful enabled me to learn from the best. Bruce Patten was and is an amazing mentor.
What are your key responsibilities at Loan Market NZ?
As a Mortgage Adviser at Loan Market, my primary responsibilities encompass:
- Delivering exceptional customer service to both new and existing clients.
- Assisting customers in achieving their various goals, such as becoming a homeowner, upgrading their current residence, acquiring their first investment property, purchasing additional investment properties, buying a car, starting a business, and more.
- Adhering to the 6-step advice process to ensure the safety and well-being of myself, my clients, and Loan Market.
- Acting in the best interests of my clients during all interactions and transactions.
- Sharing my knowledge and best practices with other Loan Market advisers who are interested in learning about my business approach.
How do you stay updated with the latest trends and developments in the mortgage industry?
To ensure I stay up to date, I actively participate in all Loan Market/NZFSG conferences, webinars, and related events. Additionally, I make it a point to attend webinars hosted by the main banks and lenders in New Zealand. I also like to access the news every day and stay up to date on the views of NZ’s leading economists, gaining insights into the broader economic landscape. By engaging in these continuous learning efforts, I stay well-equipped to serve my clients with the most up-to-date knowledge and advice.
What strategies do you employ to ensure effective communication and collaboration within your team?
I lead a team comprising five talented women. Each month we set individual and team priorities, engage in discussion about client scenarios, and keep each other up to date on policy changes. I am also fortunate to have an experienced Executive Assistant, Lucy Bremner, who has been working with me for over four years. Lucy actively communicates with and helps to train the team.
This collaborative approach empowers us to serve our clients effectively and adapt to any developments in the industry.
What are the most important qualities you look for in potential mortgage lending professionals when hiring for your team?
When it comes to hiring new members for my team, no matter the role, the first thing we look for is exceptional customer service skills – customer service is paramount to our success, it underpins everything we do.
Hard work is also fundamental to our team’s culture and so we look for candidates that possess the same level of dedication and diligence. Being a team player is crucial in our collaborative environment. While each team member has defined roles, we value a spirit of mutual support and cooperation. When someone is up to date with their tasks, they willingly lend a helping hand to those who might need assistance.
Moreover, in today’s dynamic world, having basic lending skills is essential for any new team member. Having this knowledge enables them to contribute effectively to our work and serve our clients with confidence.
By prioritizing these qualities during the hiring process, we have secured some amazing talent, and hope to continue to do so.
How do you approach risk management and compliance in the mortgage lending process?
I take risk and compliance very seriously. I actively engage in all meetings and webinars focused on risk management and compliance, hosted by Loan Market/NZFSG. After these sessions, I communicate all necessary updates and changes to my team to ensure they too are updated.
To ensure the highest standards of risk management, my business and processes undergo regular audits and reviews by the Loan Market head office. These assessments provide invaluable feedback, highlighting areas where we excel and areas that present opportunities to do better. By embracing this constructive feedback, I can continuously enhance our operations, prioritize customer outcomes, and maintain the safety and security of my business.
In your opinion, what are the current challenges and opportunities in the mortgage lending industry?
Presently, the mortgage industry faces several challenges, primarily emerging from rising interest rates, which are impacting many Kiwi’s and their financial capabilities. Regardless of the market, my role is to negotiate the best deal I can for my clients, and I’ll continue to do so.
Amidst these challenges, there are significant opportunities; A notable trend is the increasing closure of bank branches, leading more clients to seek the services of mortgage advisers. As a result, the market share of mortgage advisers continues to rise steadily, presenting favorable prospects for assisting more Kiwis with their financial needs. Embracing these opportunities enables us to expand our reach and contribute positively to the financial well-being of more individuals and families across the country.
Can you share a notable achievement or milestone you have accomplished during your career in mortgage lending?
In 2017, I embarked on an exciting new chapter and opened my own Loan Market business. It was a decision that proved to be immensely rewarding, having settled my first $1 billion in 6 years and 3 months and helping over 2000 clients.
Over the past five years, I am privileged to have been recognized as one of New Zealand’s top advisers, having placed fourth in the NZ Top Adviser Awards in 2019, third in 2020 and second in 2021 and 2022. Placing first in the 2023 awards is a feat that fills me with immense pride.
Our success is a testament to the hard work and unwavering commitment of my dedicated team. Together, Lucy, Meshi, Maureen Rachel, Corrie and I are proud to have helped so many Kiwi’s on their property ownership journeys. We pride ourselves on delivering exceptional customer service and working in the best interests of our clients. This ethos is echoed by the 600+ five star google reviews we have received.
Please Visit: https://www.loanmarket.co.nz/
