~ Welcome to The Mortgage Lab

New Advisers
Written By Rupert Gough

For New Advisers – Your First Steps Into the Industry

01. An Introduction to the Mortgage Industry

The mortgage industry is a dynamic and rewarding space. As a mortgage adviser, you’ll help clients take significant steps towards financial independence—whether it's buying their first home, moving house, or building an investment portfolio. Your role is to guide them through these major decisions while ensuring they’re in the best possible financial position.

It’s important to understand that mortgage advising in New Zealand is now a highly regulated industry. That means you’ll need to be comfortable with documentation and maintaining accurate records. After all, we’re helping clients borrow hundreds of thousands—sometimes millions—of dollars. It’s our responsibility to ensure they can afford their loans and that we're acting in their best interests.

Unlike a bank employee, you’ll take a broader, more strategic view of your clients’ options. You might know that Bank A and Bank B would decline a particular client, but Bank C would welcome them with open arms. That’s the value we bring—insight, options, and outcomes.

The Difference Between a Mortgage Broker and a Mortgage Adviser

You’ll hear the terms mortgage broker and mortgage adviser used interchangeably, but in New Zealand, mortgage adviser is the correct term. A broker technically handles money between two parties—think stockbroker. Since mortgage advisers don’t touch client funds directly, the appropriate and regulated title is Financial Adviser offering mortgage advice.

That said, on our website, you’ll still see the term mortgage broker used. This is intentional—many people in New Zealand search for “mortgage broker” online, and we want to appear in those search results. But when referring to yourself professionally, you should always use mortgage adviser.

Why Banks Use Mortgage Advisers

Banks use mortgage advisers as an extension of their own lending services, particularly as they reduce the number of physical branches. Advisers bring efficiency and help ensure that only suitable applications reach the bank.

For example, if a bank doesn’t want high-LVR (>80%) applications, they may not want clients walking into a branch only to be declined. It’s a better client experience for the bank to communicate those preferences to advisers—who can then guide the client to a lender that is a better fit.

Because of this, advisers must stay current with each bank’s evolving policies, account structures, and appetite for risk (e.g. apartments, leaky homes). At Mortgage Lab, we stay updated through several channels:

  • Our internal Slack community, where advisers share recent deal outcomes.

  • PoliSense – our proprietary policy-tracking database.

  • Bank BDMs who regularly update us.

  • Ongoing training from our Learning and Development Manager.

  • Sessions with external experts as needed.

02. An Introduction to Mortgage Lab

Mortgage Lab was founded on 1st March 2017 by Rupert Gough in Auckland. The goal was to offer both new and experienced advisers a fair, supportive platform to succeed. While many other mortgage companies focused on extracting shareholder profit, Mortgage Lab has always reinvested to support its advisers—believing that our success depends on your success.

Mortgage Lab Mission Statement

Enabling people to pursue economic freedom through home ownership.

Our brand reflects this philosophy. The blue and yellow colours convey warmth and friendliness, while the term Lab suggests that there's science and precision behind what we do. It’s not guesswork—it’s expertise.

03. Brand Colours and Font Guide

Mortgage Lab’s brand identity uses the following colours:
Blue: #0075a3
Yellow: #FFDD00

Before publishing any marketing materials, please submit them to the MTG Marketing Team for approval.
For full details, refer to the [Mortgage Lab Colour and Font Guide].

04. Setting Up Your Office

A well-designed home office makes a big difference in productivity and professionalism. Even on a budget, making small improvements over time—such as better lighting or a comfortable chair—will add up.

You can access a visual guide to help optimise your workspace here: [Setting up Office]

05. Typing Faster

Typing speed matters. Much of your role involves note-taking, emails, and CRM entries. If you’re using two fingers to type, you’ll spend three times longer completing these essential tasks.

Learning to touch-type is a smart investment. Many tools offer free or affordable courses. Spending just an hour a day on this skill could drastically reduce your admin time.

Suggested typing tools:

Dictation Tools

If you prefer to speak your notes:

06. Setting Up for Online Meetings

Online meetings are now a standard part of mortgage advising. A well-set-up webcam and audio system not only boost professionalism but also help put your clients at ease. Here’s how to make the most of your setup.

Software

You’ll have free access to Google Meet. If you prefer Zoom, you’re welcome to use it, but that will be at your own cost.

Webcams

Built-in webcams often deliver poor quality. Consider upgrading to a standalone webcam (e.g. Logitech) for around $150. 1080p resolution is sufficient—higher res can affect bandwidth. And don’t forget to clean the lens regularly.

Background

Your space should look clean, tidy, and professional. A branded Mortgage Lab banner (approx. $250) is a great backdrop and doubles as event signage. If your background can’t be made presentable, use the blur feature in your meeting software. Avoid virtual backgrounds unless absolutely necessary—they often look artificial.

Camera Angle

Place your webcam just above eye level, angled slightly down. Avoid the common mistake of leaving your laptop flat on the desk—this leads to an unflattering “up-the-nose” view. A laptop stand is a simple and effective fix.

If you use dual monitors, try to look into the one that sits under your webcam. Eye contact helps maintain engagement.

Framing

Centre yourself in the shot, with your head near the top and the camera cutting off at mid-chest. If you’re expressive with your hands, widen the frame slightly.

Lighting

Use soft, front-facing light. Ring lights are inexpensive and effective. Avoid strong backlighting—like a bright window—as this can wash out your image or create a silhouette effect.

Adding subtle coloured lighting to bookshelves or side tables can create visual interest and improve the look of a blurred background.

Microphones & Audio

Clear audio is more important than crystal-clear video. Use a headset to avoid echoes and ensure your mic picks up your voice clearly. Built-in webcam mics often sound distant. For even better quality, consider a USB condenser mic (available for under $150).

Online Meeting Priorities (in order):

  1. Lighting and framing (free and immediate improvements)

  2. Clear audio

  3. Tidy, branded background

  4. Webcam quality

Test Yourself: Is Your Setup Professional?

  • Is your video image sharp and not washed out compared to your colleagues?

  • Is your background clean and brand-aligned?

  • Is your camera angle flattering and positioned at eye level?

  • Are you framed well in the shot—head near the top, visible from the chest up?

  • Is your lighting front-facing and soft, rather than harsh or backlit?

  • Can clients hear you clearly, without echo or background noise?

Rupert Gough
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Chapter 1 - The Mortgage Process
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Bank Statement Extractor