Final Checks
Starting as a mortgage adviser can feel overwhelming at times. There’s a lot to juggle—systems, networking, COIs, compliance, software training, and client engagement. But the most successful advisers have one thing in common: they’re organised and consistent from the start.
This final checklist is designed to help you double-check that you've set yourself up for long-term success. If you're just getting started or feel like you’re missing a few pieces, walk through each section and make sure you're ticking every box.
Build a Business Plan That You Actually Use
Creating a business plan isn’t a one-off exercise; it’s a living document. Make sure you’ve not only completed your plan but also:
Filled out Part 2 with contacts and potential referral sources. This list becomes your prospecting roadmap.
Blocked out a Power Hour in your calendar each morning to focus purely on lead generation and follow-ups.
Scheduled a second dedicated hour daily for deeper tasks—client strategy, marketing, or partner development.
These calendar blocks are sacred. Protect them and treat them like client appointments.
Complete Your Training (and Revisit It Regularly)
You’re not expected to know everything straight away, but you are expected to be proactive in learning.
Have you attended or watched the last 10 team meetings? If not, they’re all available on replay. Watch them, take notes, and note any gaps in understanding.
Ask questions—don’t sit on things you don’t understand. There’s always someone who can help clarify.
Trail CRM is your central tool—watch every training video and be confident in every function.
Sales Alchemy isn’t just a theory session—it’s a practical guide to becoming more persuasive, confident, and structured in your sales approach.
If your conversion rate isn’t where you want it to be, go back to the Alchemy videos and work on a specific technique each week.
Cultivate and Convert Centres of Influence (COIs)
COIs are the lifeblood of a growing mortgage practice. Referrals that come from trusted professionals convert faster and tend to be more loyal over time.
Have you created a target list of COIs you’ll build rapport with over the next three months?
Aim for at least five regular referring COIs—people who send you leads consistently.
Engage with your COIs online: like their Facebook pages from your personal profile and your business page.
Use tools like Dux-Soup to automate and maintain your LinkedIn connections. Set regular reminders to keep those conversations warm.
Be the Name People Remember at Networking Events
Your goal is simple: when someone in your town thinks “mortgage”, they think of you. That starts with visibility.
Are you connected with everyone you know on LinkedIn? That includes friends, family, old colleagues, school mates—everyone.
Have you invited everyone in your circle to like your Business Facebook Page?
Have you joined or queued up to join a networking group like BNI, Venus, or your local Chamber of Commerce? Add a recurring reminder to follow up every two months.
Most importantly, can you tell two client success stories (yours or someone else’s) with confidence and detail at events?
Stories sell—stats inform. Make sure you’re ready with both.
Get Your Office and Headspace in Order
You’ll be spending a lot of time in your workspace, especially if you work remotely. Set it up for comfort and productivity.
Is your office ergonomic and clutter-free? A good chair, a second screen, and natural light make a real difference.
Have you tested your video setup—lighting, background, camera angle? Looking professional online builds trust.
Bookmark key mortgage news sites—being informed makes for great client conversations and social media content.
Print out a copy of “What to do when there’s nothing to do” and pin it to the wall. This list will help you stay productive even when leads are quiet.
Sign up for Toggl Time Tracker and use it for a week. You’ll be surprised where your time goes—and where it could go instead.
Your Adviser Reading List
You’ll learn a lot on the job, but some of the most powerful insights come from outside the industry. These books are excellent companions for your journey:
Don’t Keep Me a Secret – Bill Cates
A practical guide to building a referral-based business.The Ultimate Sales Machine – Chet Holmes
Learn the importance of consistency, discipline, and building systems.The 12 Week Year – Brian Moran
A time management book that breaks you out of annual goal-setting and into high-intensity 12-week sprints.Think and Grow Rich – Napoleon Hill
A mindset classic for staying focused and determined through the ups and downs.Effortless – Greg McKeown
A great reminder that productivity doesn’t always mean doing more—it means making what matters feel easier.
Chapter 4 - Scripts and Templates
01. Speech Script: 60 Seconds Networking Group Talk
The 60-second pitch
Some ideas for the 60-second pitch at your local networking group.
Example of an introduction line:
“My name is XXX and I am a Mortgage Adviser with The Mortgage Lab. I work with:
home-owners,
home-buyers and
property investors
to get them:
a new mortgage or
maintain and improve their existing lending.”
The sentence is meant to quickly see if they are someone who could use your services. The bullet points are meant to be said clearly with a slight pause between each one. It gives the listener to time to associate themselves with that. “I’m a home-buyer, I should talk to XXX”
You might try to use this line every week so that people have a fixed memory of what you do. From there you can go into a description of a small factoid around the mortgage industry that they can take away.
Factoids
Some examples
Interest Rates – a breakdown of the latest movements in interest rates
Construction – Turn Key vs Progress Payments
Typical Timeline of a Mortgage Application
Points of Difference for Mortgage Advisers (eg; usually free, come to you, many banks)
Apartments – Differences between banks (eg; minimum square coverage, types of apartments)
Cross-leases vs leaseholds
What you need before an auction
What documents you’ll need to get a mortgage application
Mortgages as you approach retirement age
Mortgages for Investment Properties
Other Resources
Pitcherific – Prepare Better Pitches
News sites such as Interest.co.nz, NZ Adviser, GoodReturns
PoliSense for the range of policy differences between the banks
Books to Read
The 3-minute rule – by Brant Pinvidic
02. Email Template: After First Phone Call
Below is the email that you may like to send clients after your first phone call to them. The goal is for them to gain a better understanding of what you offer and to also expect a link from Trail CRM (which should have also been mentioned in the phone call).
Hi __________ [client name],
Great to speak with you just now. I thought I’d send you an email to give you a quick overview.
I am a mortgage adviser in the _________ [insert your location] area. I work with most of the major banks and my job is to make sure that your mortgage is the best it can be. This means checking that:
you are getting good fixed-term interest rates (you’re paying the least amount of interest)
your mortgage is tax-efficient
the structure of the loan is correct (ie; are you at risk of sudden interest rate jumps?)
you are in a good position to buy more property if you wish
There is usually no charge for you to use my service. The bank will pay me if I can find you a better solution. For more information on fees and commissions, you can visit: https://mortgagelab.co.nz/#important-info
Next up, I’ll send you an email inviting you to our online application system. If you complete this, we can spend more time discussing your particular needs in the meeting (rather than filling in forms!)
I encourage all my clients to call me whenever they have a question, even if it’s 9 pm. I would much prefer to answer your question late in the evening than have you worry about it all night. My DDI number will take you straight through to my cellphone so feel free to use this number.
You can follow me on Twitter [**insert link here], Facebook [**insert Facebook link here], or LinkedIn [**insert LinkedIn link here] for the latest news on the Property Market.
Kind regards,
[email signature]
03. Email Template: Client Concerned About Clawback Clause
You can use this script for clients who are concerned about the clawback clause in the terms of the engagement contract. The second paragraph below suggests opting out of the clawback clause. Use this at your discretion.
Hi __________ [client name],
Thanks for raising that as a concern of yours. The clawback condition is there to protect us from clients that might maliciously refinance their mortgages within a short amount of time. In actuality, we’ve only charged this a couple of times in the entire history of the company.
Kind regards,
[email signature]
04. Email Template: First Home Buyer
Hi __________ [client name],
I hope you’re well.
I sent this information out to some of my First Home Buyer clients and thought it might be good reading for you as well!
LVR Restrictions
I’ve summarised some tips/lessons for you below, feel free to contact me if you have any questions.
Due to the Responsible Lending Code and LVR (loan to value) restrictions, lending for a home has tight controls and limitations on how many low LVR loans the bank can provide.
To calculate your LVR simply work out how much of the house value you can put in as a deposit. For example, a $500,000 home with $50,000 deposit is an LVR of 90%. The banks almost always require an LVR of 80% or lower. However, there are limited funds available for lending to borrowers with an LVR of more than 80%.
There is the First Home Loan (previously the Welcome Home Loan) which is especially for first home buyers with only a 5-10% deposit. This is done through a few banks but the approval comes from Housing NZ and they charge a 1% fee on the amount of the loan (in addition to any fee the bank may charge). So a $400,000 loan would attract a $4,000 fee.
If you are borrowing more than 80% the banks charge what is called a low equity premium or margin. For example:
LVR 81 – 85% – they add .25% to the carded rate LVR 86 – 90% – they add .75% LVR over 90% – they add 1.25%
It can differ between banks but that’s generally the margin.
“Carded” interest rate means the standard, non-discounted rate. This is not the “special” rate that you hear about or see in advertisements. Special rates are only available to under 80% LVR borrowers, so the carded rate could be around 4.35% and then they add the low equity margin so the actual rate you could be paying is 5.6% with over 90% LVR. Banks also have rules around lending for apartments and generally you need a 20% deposit.
All this makes a good case for having 20% deposit but in reality that’s often not possible.
Banks do have specials from time to time, I can let you know when this happens.
So, there are deals to be had and as your mortgage adviser I’m here to advise you on who is the best lender to approach for your particular circumstances. 🙂
Preparing for your purchase
There is quite a bit of paperwork involved with applying for a mortgage. Here is an article that we have that lists the documentation we might need: Preparing For Your Mortgage – Documentation
They will do a credit check so if you have anything adverse on your credit record (which can just be from paying bills consistently late), or lots of finance applications, it would pay to try and mitigate that by having a good explanation for any “deficiencies”.
Check your credit record now and see what it is on there. I recommend “my credit file” (don’t pay for it, wait for the free one that takes 10 days):
https://www.mycreditfile.co.nz/
The bank looks at credit card limits and assumes you will have the card at its limit (because you can) and will add that payment into your expenses. So a $10,000 credit card will factor into your outgoings as a $600 per month bill, even if you pay it in full every month. That $600 can make a huge difference to what we call the loan “serviceability” calculation.
On that note, the banks are very strict on what minimum living expenses they allow. You may live very cheaply but they have what they consider is a minimum amount they will add in for things like car costs, food, etc.
In addition, they work out the mortgage repayments based on around 6.5 to 7% as a buffer. So, whilst your actual repayments may be at 3.95% they will add them in at say 6.8% when looking at your serviceability.
Our website has some great articles on preparing for your mortgage:
That’s a lot of information to digest, make sure to call me if you want to discuss it.
Kind regards,
[email signature]
05. Email Template: Explaining PORSE Income
A suggested explanation for clients receiving income for “at-home childcare”, typically through PORSE. Credit: Robyn Turner
Hi __________ [client name],
With childcare income, the government has a standard form to simplify the whole accounting process and it allows individuals to write off a significant amount of their income although no real costs are incurred. This standardisation was designed to make it easier to bring childcare into the homes and it allows the providers to earn a fairly significant amount of money tax-free. A typical child care income is around $5.50 per hour per child and a care provider can have several children in care. The government then allows around $3.50 per hour per child to be deducted meaning the actual income looks very low. For example, a provider with five children in care can be bringing in $27.50 per hour but their taxable income would only be considered to be $10 per hour. From this income, they then get to deduct a percentage of their home value. They also get to deduct a standard administration charge which is around $350 each year without incurring admin costs.
These standard deductions are designed to make tax deductions for home-based office expenses as easy as possible for the provider and thus reduce their compliance burden so they do not need to employ an accountant. This was intended by the government to make things easier for them and not impose a burden when purchasing their home and these deductions are going to be incurred regardless of whether they work at home or not. These will already be reflected in the client’s expenses budget in the form of electricity, water costs, grocery bills etc. It is easy to identify from the statements what their actual costs are and most of the time it is really negligible and would work within a standard budget.
In addition, the provider gets reimbursed for any actual costs incurred if they go on outings etc and they also receive an allowance to buy supplies. This is displayed separately and is in addition to their income. It’s usually easy to identify from the end-of-year summary provided by Porse.
As an example a childcare provider can contribute $30,000 worth of taxable income to the budget, however, the typical taxable income is around $7,000. Someone earning around $20,000 may have only around $2,000 in taxable income. This income however is very real and useable. The risks of income stopping are no different from any other self-employed or employed person who could have fluctuations in their income. The risk of losing income would be low if someone has been doing it long-term because there is good demand for home-based providers.
There is an added advantage in that if the recipient qualifies for working for families they qualify at a much higher level than someone else earning $30,000 as their taxable income is considered so low.
Kind regards,
[email signature]
06. Email Template: Post-Settlement
3 Weeks After Settlement
Hi __________ [client name],
It’s been almost 3 weeks since the settlement on your property and I just thought I’d touch base and see how it’s going.
A couple of things to think about:
is the money coming out of the right account? Have a look online and check. If not, give the bank a call and they can change it.
is the money coming out on a suitable day? A lot of my clients align their payments a couple of days after their salary. Give the bank a call and they can change the day you pay the mortgage.
now you’re all settled, it might be a good time to review your KiwiSaver. There’s no cost to you for this, the process takes 20 minutes and we can make sure you’re invested correctly and paying the right amount of tax. Let me know if you’d like to do this.
If you are happy with our service, please tell your friends. My business grows from happy customers like you.
Kind regards,
[email signature]
07. Email Template and Phone Script: Real Estate Agent Referral
Goal:
To help an Open Home attendee organise finance
Are they struggling or unsure of how to get finance (reduce stress)
Can they get a better deal from another bank? (save money)
Do they hate their bank? (reduce stress)
Can we help them reduce their mortgage faster? (better retirement plan)
Info needed:
Need financial position
Application for the bank
Cold Call Script for open home attendees:
Hi. My name is ___________ and I’m calling from The Mortgage Lab here in __________ [city]. You attended an Open Home (on the weekend) with ___________ [Agent] and he’s asked me to give you a call about helping you get the best finance.
Our job is to make getting a mortgage easy by finding you the best interest rate and keeping the whole process stress-free.
Our service is paid for by the banks so is usually free for you to use Is this something you’d be interested in?
[optional, if the conversation is positive] Have you already spoken to someone about your finances?
Great, we’d love to help you, when would be a good time to have a no-obligation meeting with you?
Email to send:
Hi __________ [client name],
Thanks for your time just now. We’re meeting at ____________ [booking details] to discuss how I can help save you money on your mortgage. There is no cost to this.
To make our meeting more productive, I will send you a link via a separate email to our online mortgage applications system. Completing this prior to our meeting is compulsory but helps us get more in depth on your needs rather than basic fact-finding.
Kind regards,
[email signature]
Objections
Already have finance
That’s great! Congratulations! Did you shop around all the banks and check that the bank was the best option for you?
[answer]
Well, that’s my job. Our service is obligation-free free so if I can’t get you a better option, you can use your existing bank’s finance.
Have you got some time this week, maybe _________ [book time]?
Busy (give me your details, I’ll call you later)
That’s ok. It’s a busy time of year. Do you have an available hour sometime soon to see if I can get you a better deal with the bank? On average, our clients end up a couple of thousand dollars better off after we’ve helped them. Have you got one hour at any time this week or next to meet and see if we can help?
But I like my bank
That’s great. Having a good bank is really important. I’d just be checking that they are offering you the best rates possible. All it takes is an hour of your time and, on average, our clients end up a couple of thousand dollars better off after we’ve helped them. Have you got one hour at any time this week or next to meet and see if we can help?
We already have an adviser
That’s great. So you already know the value of an adviser. If you find their response time isn’t quite what you’d like or you not sure if they’re looking at all the options, you can get in touch. Our online application system means the process is about 40 minutes faster than paper-based applications. This means we spend more time talking to you about your needs so we can get the best deal for you.
Can I send you an email with my details?
08. Phone Script: Current Home Owner
Goal:
To refinance a client because of a current mortgage problem they have
Can they get a better deal from another bank? (save money)
Do they hate their bank? (reduce stress)
Can we help them reduce their mortgage faster? (better retirement plan)
Info needed:
Application for the bank – Needs current mortgage account details
Break Costs – If you have a signed Authority and Declaration, you can retrieve this from a bank. The Mortgage Lab has an Agency with. Requesting break costs does not indicate that they are refinancing and banks should give you this information without any problem.
Cold Call Script:
Hi. My name is ___________ and I’m calling from The Mortgage Lab here in __________ [city]. Are you free to speak at the moment?
[gain permission to continue]
We’ve been helping local homeowners who want to save money on their mortgage or purchase a new property.
Could I ask if you own your own house or if you’re looking to purchase in the next 6 months?
[optional, if the conversation is positive] When was the last time your bank reduced your interest rate?
We help people save money on interest rates all the time and one of the things they always ask is “why didn’t my bank tell us?” The answer is that are often just too busy with thousands of other clients. We see what all the banks are offering so we know what the whole market is offering.
We make it really easy to work with us by doing the entire application online with a bit of phone support. The whole thing takes less than 15 minutes. This means you don’t have to give up any personal time to meet a stranger in a cafe. Once you’ve completed the information, if it looks good to you, we can help you the rest of the way.
Would you be open to receiving an email with instructions and a link so you can find out how much you’ve been missing out on?
[get email address, send them introductory email]
Great, I’ll send that to you now. Thanks for your time, talk soon.
Email to send:
Hi __________ [client name],
Thanks for your time just now. You’ll shortly receive an email with a link to our system for you to enter your details. This will give me a picture of your situation and enable me to suggest the next steps.
Kind regards,
[email signature]
Calling on behalf of Insurance Company Script:
Hi. My name is ___________. I’m a Mortgage Adviser and I work closely with your insurance adviser _____________ [name of adviser] from ____________ [insurance brokerage].
They have asked me to give you a call to see if I can help find you a better interest rate and show you how to pay your mortgage off faster.
Most of our clients can save a few thousand dollars off their mortgage in the first year. Our service is paid for by the banks and there are no contracts or obligations. Do you have half an hour to meet up and discuss some possibilities?
Great! When would be a good time to have a no-obligation meeting with you?
*get name, email address*
*book in a time online*
So my name again is _____________. My company name is The Mortgage Lab (we work very closely with ____________ [insurance brokerage]) and I’ll send you an introductory email in about 10 minutes.
Email to send:
Hi __________ [client name],
Thanks for your time just now. We’re meeting at ____________ [booking details] to discuss how I can help save you money on your mortgage. There is no cost to this.
To make our meeting more productive, I will send you a link via a separate email to our online mortgage application system. Completing this prior to our meeting is compulsory but helps us get more in-depth on your needs rather than basic fact-finding.
Kind regards,
[email signature]
Objections
Just Re-fixed
That’s fine. We help lots of clients who have just re-fixed their mortgage and lots of them still save thousands of dollars. All I need is a bit of information from your mortgage and I can tell you exactly what you can save. If you can’t save anything now, then we can readdress it later.
Have you got some time this week, maybe _________ [book time]?
Busy (give me your details, I’ll call you later)
That’s ok. It’s a busy time of year. Do you have an available hour sometime soon to see if I can get you a better deal with the bank? On average, our clients end up a couple of thousand dollars better off after we’ve helped them. Have you got one hour at any time this week or next to meet and see if we can help?
But I like my bank
That’s great. Having a good bank is really important. I’d just be checking that they are offering you the best rates possible. All it takes is an hour of your time and, on average, our clients end up a couple of thousand dollars better off after we’ve helped them. Have you got one hour at any time this week or next to meet and see if we can help?
NZ Home Loans
Yes, NZ Home Loans have a great system to show you how to pay down your system. All the banks have a Revolving Credit facility which allows you to pay down your mortgage. Unfortunately, NZ Home Loans are tied to one or two banks. I look at the full spectrum and not only work to get your mortgage paid down but also get you onto the best rates. Have you got one hour at any time this week or next to meet and see if we can help?
We have a mortgage adviser
Note: Try to avoid rewriting a mortgage that is less than 27 months old to cause clawback to another adviser.
That’s great. So you already know the value of an adviser. Have they reviewed your mortgage recently to make sure you’re getting the best deal?
Well, we have regular reviews with our clients to make sure we’re always getting them the best deal. Have you got one hour at any time this week or next to meet and see if we can help?
Chapter 3 - Referrals and Networking
Your Network Is Your Net Worth
01. Networking: Where Connections Turn into Opportunities
Joining a structured networking group is an investment in your future success. Memberships often cost $500–$1,200 annually, with weekly or fortnightly meetings. These environments help generate consistent referrals.
Recommended groups:
Business Networking International (BNI)
Business Over Breakfast
Venus (women-only)
Toastmasters
Rotary International
The Chamber of Commerce
TNG
No group membership yet?
Attend local MeetUps (use the app).
Organise your own MeetUp around industry or shared-interest topics.
Get in touch with BNI, TNG, Venus chapters about openings.
Join your local Chamber of Commerce.
Try Clubhouse for audio networking.
Don’t overlook community settings: school groups, sports clubs, churches.
Before and after presentations:
Arrive early, sit front, stay late, introduce yourself to as many people as possible—especially the presenter. They’re often prolific connectors.
Current habit: Set a weekly reminder to book two networking coffees. Weds/Thurs work best for scheduling.
02. Centres of Influence (COIs): Your Power Network
A Centre of Influence is someone who refers clients to you. Professionals—accountants, real estate agents, insurers—are powerful sources. Aim to build at least five COIs in the first six months for meaningful momentum.
Top COI strategies:
Connect on LinkedIn.
Engage with and share their content on Facebook.
Ask what kind of referrals they prefer—reciprocal, tiered, or service-based.
Ask them to introduce you to others in their network.
Regularly touch base with a “thought you’d interest” link or update.
Use the COI Tracker Template and schedule weekly reviews via Trail reminder.
03. Mastermind Groups: Knowledge + Referrals
A small, reciprocal group (4–5 people) of complementary professionals—real estate agents, accountants, insurers—can hugely enhance your network. Meet fortnightly, often over breakfast. No formal agenda required.
Prep tip: bring timely discussion points—recent rate changes, policy updates, or a recent successful deal.
04. Generating Referrals
Referrals are the most valuable business source—low cost and high conversion.
Referral best practices:
Enter every referral into Trail as a contact, even if not ready now—they receive your newsletters.
Introduce the referral concept early and consistently.
Position yourself as the expert: a satisfied client is more likely to refer others.
When clients express gratitude (“Thanks, you’ve been great”), use a simple referral script:
“I’m glad I could help—if you know anyone else who might benefit, I’d love an introduction.”
Upon receiving a referral:
Thank the referrer promptly, personally—avoid templates.
Contact the new client within 24 hours, referencing the referrer.
Deliver an exceptional experience throughout their application and after.
05. Partnering with Real Estate Agents
Agents seek finance solutions for buyers. Building trust can secure you high-quality referrals.
Understand their approach:
Agents may feel obliged to offer three broker options. Don’t argue—just aim to be the top-listed option. Let time and quality service enhance their trust.
On referral payments:
Some agents appreciate a referral fee—best as a percentage of your commission. Always ensure clear disclosure.
Developing relationships:
Attend open homes regularly, introduce yourself.
Let clients tour with you to reinforce your value to agents.
Keep interactions brief but professional—use your Mortgage Lab brand presence.
Protect client confidentiality:
Don’t disclose clients’ borrowing capacity. If they’re unsuitable, politely suggest the agent focus on other buyers.
06. Partnering with Accountants
Accountants can be your most lucrative referrers—they value financially sound advice.
Why accountants refer clients:
They look for strategies that make long-term financial sense, and well-structured mortgages reflect positively on them.
How to build trust:
Involve accountants early when investment properties or ownership structures are involved.
Share your Mortgage Recommendation page and involve them in strategy discussions.
Send relevant resources: e.g., your guides on investment property, mortgage structure, rate outlooks.
Relationship building:
Connect on LinkedIn
Use networking groups to meet accountants
Offer your expertise when working with mutual clients—with permission.
07. Imposter Syndrome: You're Qualified
First months feel daunting—but you’re trained and know more than most clients.
Helpful reminders:
You’re more knowledgeable than you think.
It’s OK to say, “Let me double-check and confirm.”
Read bank broker guides to stay grounded in your expertise.
Never improvise—acknowledge what you don’t know and follow through.
08. Asking for LinkedIn Recommendations
Client or professional testimonials on LinkedIn are powerful validation. Approach clients—and COIs—after successful outcomes with a personalised request. Show appreciation and provide clear, simple instructions for them to submit it.
By actively networking, nurturing COIs, and building referral systems, you create sustainable pipelines for quality opportunities. Keep relationships authentic, maintain professionalism, and strategically grow your influence.
Chapter 2 - Growing Your Business
Build Strong Routines and Expand Your Reach
01. Get Organised Now
Good habits form the foundation of a successful advisory career. From your first day, master your tools: create Trail activities, maintain a To‑Do list, and track every task meticulously to avoid missing critical deadlines.
Stay responsive even when busy. Prepare SMS templates for missed calls and set up voicemail via services like VXT (transcribes messages for quick triage). Use synced reminder apps—Google Tasks, Any.Do, Apple Reminders—to ensure nothing slips through the cracks.
02. Heuristics—Learning Through Experience
Heuristics are your shortcuts: the "rules of thumb" built from handling mortgages repeatedly. After every client meeting, review what went smoothly and where you hesitated. If you couldn’t clearly explain something, spend 15 minutes researching so next time, you can confidently guide your clients. This reflection and refinement cycle is how expertise is forged.
03. Full‑Time vs. Part‑Time Advisory
Mortgage advising demands full‑time focus. In your early months, the majority of your time goes into marketing and networking—not just applications. Part‑time advisers often take twice as long to build momentum and struggle to deliver the responsiveness clients expect. If you want to grow quickly and keep client satisfaction high, commit fully to the role.
04. Managing the Emotional Rollercoaster
The self‑employed life comes with peaks and valleys. One week you may close several deals, the next may be quiet. It’s normal.
To navigate slow periods, try:
A 10‑minute walk
A full day off
Reaching out to new contacts or potential referrals
You’re not alone: everyone at Mortgage Lab experiences ups and downs. The key is recognising the low spots and pushing through by re‑energising your outreach and networking efforts.
05. Advice from Experienced Advisers
Veteran lenders share these truths:
Many client interactions won’t lead to immediate remuneration—but persistence pays.
Bank policies change constantly; expect 20% awareness and steady updating.
No two mortgages are identical—each scenario is unique.
Learning happens in the trenches—embrace the process.
Add every contact to Trail—even if they’re not ready now. They’ll receive newsletters and stick in mind.
Don’t wait—notify your network as soon as you switch careers.
Deadlines drive the industry. Be quick with communication and responses.
06. Shared Office or Co‑Working
If home isn’t your ideal workspace, consider shared office spaces ($600/month approx). They bring:
Better Wi‑Fi for smooth online meetings
Networking opportunities
Structure and routine
Access to printers and scanners
Labs like Servcorp, BizDojo, Generator, and The Crate are worth exploring in urban centres.
07. The “Power Hour” Start to Your Day
Claim your first hour daily for effortful focus—no distractions, just efficiency.
Setup: Phone off or in airplane mode, open email, Trail, To‑Do list, calendar, and nothing else.
Structure:
Emails (20 min): Sort into urgent, normal, low. Use delayed sends to stay ahead.
Trail/To‑Do (10 min): Prioritise and update tasks with clear titles.
Urgent Tasks (25 min): Tackle what needs immediate attention.
Break (5 min): Step away and reset.
Strict timing keeps urgency high and prevents distraction. Tip: if you struggle, prep the night before.
08. Second Hour—Opportunity Generation
If client opportunities are low, dedicate the second hour to proactive outreach:
10-minute prep: Identify discussion points (bank policy changes, market trends, Māori interests).
20-minute calling blitz: Reach out to incomplete applications, past clients, lost leads, or COIs.
25-minute emailing: Send value-added shareable content—blogs, videos, tools.
Finish with a summary: Log notes in Trail and schedule follow‑ups. Keep it efficient and personal.
09. Marketing on a Budget
Resourceful marketing wins:
Car wraps ($1.5–2k) offer mobile advertising that more than pays for itself.
Business cards: free from Mortgage Lab—hand them out liberally.
Entertaining COIs: host a weekly coffee ($100/week = 50+ quality meetings/year)—more return than online lead generation.
10. Own Your Local Area
Be a familiar face:
Door‑drop flyers every two weeks—without headphones on—to start conversations.
Advertise on local noticeboards.
Volunteer for charity collections to meet neighbours.
Join suburb Facebook groups—contribute advice, don’t sell.
Wrap your car with branding—be the go‑to mortgage adviser in your patch.
11. Smart Social Media Use
Use social platforms to show your expertise—be strategic, not salesy:
Keep financial advice on email for audit tracking.
Avoid politics or controversial topics.
Link clients to Mortgage Lab blogs.
Set alerts for your name (Google Alerts, Mention.com).
Keep LinkedIn polished—it’s a networking engine.
Try tools like Dux‑Soup to gently engage COIs by automating profile visits—it nudges their awareness and keeps you front‑of‑mind.
12. Live‑Streaming
This is your chance to speak and build credibility live:
Use StreamYard to broadcast across platforms (Facebook, YouTube, LinkedIn).
Pick timely topics—rate changes, LVR updates, buyer trends.
Co‑host with a COI or colleague to ease pressure.
Bring high energy: smile, be a bit brighter than normal.
Even with few live viewers, your stream archives for future reach.
Use disclaimers (“not personalised advice”) and test run beforehand.
Schedule two sessions this month—and you’ll raise your profile in no time.
13. Business Plan & Goal-Setting
Your plan spans a full year in two parts:
Part 1 (for lenders): set annual income targets, monthly application goals, and complete a SWOT analysis.
Part 2: map out network growth—your COIs, referral plans, and outreach cadence.
Set weekly application targets:
Year 1: 1/week
Year 2: 2/week
Year 3+: 3+/week
We track applications over income—because commissions lag by months, focusing on activity ensures momentum.
14. Quarterly KPIs
Mortgage Lab’s minimum standards:
1st year: no minimum commission requirement.
2nd year+: $20k gross commission per quarter (averaged over 3 quarters).
Underperformance prompts a supportive review, considering pipeline and context.
15. Overcoming the “Bog of Despair”
Around months 2–3, when the enthusiasm dips, use this checklist:
Revisit your business plan
Contact top COIs
Book coffee meetings
Re‑engage past opportunities and clients
Clear overdue Trail activity
Find networking events
Share your business page on social media
Activate Dux‑Soup searches
Refresh your LinkedIn profile
This re‑energises momentum and removes drift.
16. Track Your Time with Toggl
Track two weeks each quarter to reveal where your time really goes:
Setup projects (e.g. Admin, Networking, Mortgage Processing), log diligently, then analyse.
Ask:
Are you hitting application targets?
Surprised by your productive hours?
Could video calls reduce travel time?
Can you delegate admin to a VA?
Time tracking brings awareness—and awareness drives improvement.
Alternatives like Excel trackers or point‑based activity logs can work too. Choose what suits you—but track something.
17. Overcoming Call Hesitancy
No one likes cold calls, but front-footing it is essential. Try:
Commit to “call blocks” (e.g. 2–3pm).
Write numbers on paper—no scrolling.
Pause every 30 minutes to reset.
Frame calls as prospecting treasure rather than chores—your next goldmine could be one dial away.
Remind yourself: every call might lead to the next big opportunity.
18. Nurture Your Client List
Your current and past clients are your greatest referral source. The best brokers:
Send regular updates
Follow up at settlement and 3‑month intervals
Connect on social media
Provide genuinely helpful advice
A caring approach wins trust—and inspires referrals. Aim for every client to think: “No one else told me that.”
19. Closing Clients
Even warm leads need a nudge. Once trust is built, ask directly:
“Would you like to book a meeting so I can explain how this works?”
Mortgage advising is built on clear communication, calm professionalism, and persistence. Earn the meeting—and everything else follows.
20. Use a Virtual Assistant (VA)
You don’t need to do everything yourself. Our VA team offers:
Sending follow-up emails
Diary and meeting note drafting
Completing forms (e.g. structure, refix)
Organising documents and PDFs
Use clear voice instructions via Voxer, one client at a time. Define task scope and deadlines. Dictate diary notes immediately after meetings—even rough drafts help. Your VA can tidy and finalise.
Glossary Quick-Reference
Familiarise yourself with common acronyms like A&D, BDM, CCC, COI, DRS, LOO, LVR, RVR, Trail CRM terms, and more. A glossary is included for easy lookup.
APPL – Approved Product and Provider List
BDM – Business Development Manager
CCC – Code of Compliance Certificate
COI – Centre of Influence
CRM – Customer Relationship Management software (Mortgage Lab uses Trail CRM)
DRS – Dispute Resolution Scheme (Mortgage Lab uses FDRS)
DTI – Debt to Income Ratio
FAP – Financial Advice Provider (License holder)
FA – Financial Adviser (must be attached to a FAP)
FRR – Fixed Rate Request
FSPR – Financial Service Provider Register
LOO – Letter of Offer (of Finance)
CLO – Conditional Letter of Offer
FLO – Final Letter of Offer (unconditional)
LVR – Loan-to-Value Ratio
NTB – New to bank
PI – Professional Indemnity Insurance
RVR – Registered Valuation Report
Apply these principles consistently, and you’ll build momentum, resilience, and a thriving advisory business. As always, Mortgage Lab is here to guide you every step.
Chapter 1 - The Mortgage Process
excerpt
Chapter 1 of the Mortgage Lab Adviser Training: a comprehensive, plain-English guide to the end-to-end mortgage advice process. Learn how to handle client calls, structure meetings, Trail documentation, responsible lending duties, and post-settlement follow-ups.
tags
mortgage advice process, mortgage application NZ, Trail CRM training, client onboarding, refix process, first meeting mortgage, structure meeting tips
category
Current Mortgage
meta title
The Complete Mortgage Process for New Mortgage Advisers | Mortgage Lab
meta description
Learn the full mortgage advice process from first client call to settlement, disclosure, and follow-up. An essential training resource for new Mortgage Lab advisers.
Chapter 1: The Mortgage Process
Helping Clients Navigate One of Life’s Biggest Decisions
01. Understanding the Mortgage Advice Process
The full mortgage process is outlined in the Mortgage Application V3.10.2021 PDF. Download and open this now—it's colour-coded and visually maps out every step in a typical application. Here’s a simplified overview in four key phases:
Pre-Application Stage
Approval Stage
Structure Stage
Post-Settlement Stage
The colour-coded flowchart breaks down like this:
Light Blue: Adviser actions
Dark Blue: Informational steps
Red: Auditable steps (critical for compliance checks)
Orange: Desired outcomes of each interaction
Green: Meeting goals and checkpoints
You’ll also see a “Pipeline” bar alongside the process which reflects the stage your client should be in within the Trail CRM. If you’re about to meet with a client, they should be tagged as “Fact Find” in Trail.
Take time to familiarise yourself with every step. Understanding the flow now will pay dividends as you begin working with clients.
02. Refixing a Client
The process of helping an existing client with a refix is outlined in Refix Opportunity V3.05.2021. Download this document and then read the article Creating a Mortgage Servicing Opportunity to see how to apply this process in Trail.
03. The First Phone Call
The initial phone call is one of the most important parts of the mortgage journey. Your goals are:
Introduce yourself professionally
Identify the client’s problem
Start building trust
Confirm Trail access
Book a first meeting
Introducing Yourself
State your name and that you’re a mortgage adviser with Mortgage Lab. Mention how you got their contact (“Joe asked me to call you”) and always ask, “Is now a good time to talk?” This makes the interaction feel respectful and non-intrusive.
Understanding the Client’s Situation
Ask questions that uncover the real story—what’s their deposit or equity position? Income? Are they recently self-employed or new to the area? Have they had any bank declines? These early red flags will help you frame your first meeting.
Build Trust Early
Acknowledge frustrations—mortgages are complex.
Listen attentively and don’t rush them.
Highlight any unique factors and hint at possible solutions. Don’t name banks yet.
Book the First Meeting
Always lock in the first meeting during the phone call. This creates a natural deadline for the client to complete their Trail fact find and keeps momentum up. Don’t wait for them to finish the form before you book—things will stall.
Top Tips for Better Calls
Smile as you speak—your tone improves naturally.
Walk around while talking to keep energy high.
Use a Bluetooth headset to free your hands for note-taking and gesturing.
Post-Call Email Template
Have a follow-up email ready to send with Trail access links and a recap.
04. Qualifying an Opportunity
Not all leads are ready to go—but they all matter. Even if a lead seems cold, they may refer others or become a client later. Treat everyone with care.
Are They Working With Another Adviser?
Avoid direct questions like “Are you working with another broker?” Instead, ask what steps they’ve taken so far. If they mention another adviser, send them relevant articles and your contact info. This builds goodwill and keeps the door open.
Classify the Opportunity by Timeline
Imminent (<1 month):
Start onboarding immediately and refer to the “First Phone Call” process.Soon (1–3 months):
Educate and maintain contact. Send a fact find, helpful articles, and set an activity reminder in Trail for 3–8 weeks.Distant (3+ months):
These leads can be the most profitable in the long run. Enter them into Trail as Contacts (not Opportunities), set goals with them, and follow up every 3–6 months.
Other Services
Don’t forget to ask whether they’ve reviewed their insurance recently—this can open another valuable discussion.
Use the BANT Method
Budget: Can they afford it?
Authority: Are they the decision-maker?
Need: Do they actually need mortgage advice?
Timing: When will they be ready?
05. The First Meeting
This is the make-or-break moment. If you build rapport and gather accurate information here, 75–80% of clients will proceed to settlement.
Your Goals:
Build trust
Gather a full picture: income, assets, dependants, structure needs, etc
Identify any red flags (e.g. visa status, trusts, separation agreements)
Collect all supporting documentation
Enter clear notes into Trail (some for diary, some internal-only)
Write down emotional cues or concerns clients raise, even if not included in the bank submission. And always remember: this meeting is an audited step—notes are mandatory.
06. The Responsible Lending Code
As a broker, you are bound by the Responsible Lending Code (RLC) through your role as an agent for lenders. You must:
Act carefully and responsibly
Treat clients respectfully
Help clients make informed decisions
Avoid oppressive or misleading conduct
What Must You Check?
Full disclosure of assets, liabilities, and guarantees
Residency/visa status
Guarantors advised to seek legal advice
Authority and Declaration signed within 90 days
See the official Lender Responsibility Principles for more.
07. Compiling the Application
Authority & Declaration
Never sign or date this for the client. It must be completed by them and uploaded with every application.
Diary Notes
These tell the story of the application. Include any quirks or risks and how you’ve mitigated them. Assume the assessor knows nothing about the client.
Choosing the Right Bank
Always prioritise client fit over commission. Consider:
Which banks are unsuitable (e.g. for small apartments)?
Client preferences or dislikes
Product features (e.g. offset accounts)
Write your rationale in an email so it’s on file.
Keep Clients Updated
If approvals take longer than 3 days, follow up with both the bank and the client. Set a Trail activity reminder to keep communication regular.
08. Submitting the Application
Trail will generate a single PDF bundle including the fact find, uploaded documents, and servicing calculations.
The Litmus Test
Can someone who knows nothing about this client pick up the PDF and understand the full story? If not, rewrite your notes before submitting.
Some banks send receipt confirmations, others don’t. Either way, always set a Trail reminder to follow up in 3 days.
09. The Letter of Offer (LOO)
Once received, check:
Is it conditional (CLO) or final (FLO)?
Is the amount correct?
When does it expire? (Note this in Trail)
Has Section 92 priority (especially for Westpac) been explained?
10. Ordering a Valuation
Valuation Reports are typically needed when requested by the bank post-approval. Don’t order early unless required.
Use Valocity or Property Hub, depending on the bank (check PoliSense). Clients must not contact valuers directly.
Note: It’s “Registered Valuer’s Report” (RVR), not “Registered Valuation”.
11. Dealing with Declines
First, check if the assessor misunderstood
Workshop the deal internally
Confirm with the BDM
If no path forward, update the client with alternative options
Always remain polite and professional—assessors are under pressure too.
12. Structure Meetings
Confirm the structure in Trail and ensure:
Clients understand repayment frequency and break costs
All required forms are signed
Discussion notes are detailed in Trail
Complaints around break fees often stem from a lack of notes, not advice. Protect yourself with thorough documentation.
13. Common Mortgage Structures
Discuss common structures with clients:
Single Fixed Term: Simple but riskier at maturity
Multiple Fixed Terms: Spreads rate risk
Revolving Credit: Flexible, but requires discipline
Offset Accounts: Great for savers, bank-dependent
Example Structure:
$20k revolving credit
$240k fixed for 1 year
$240k fixed for 2 years
Use the Mortgage Recommendation Page in Trail for Disclosure Stage 3.
14. Settlement
Your role doesn’t end at structure approval. Contact your client:
1–2 days before settlement to confirm logistics
On settlement day to celebrate
1 week after to check account setup and send a gift (optional but encouraged)
Gifts ideas: sweet treats, coffee table books, or a bottle of wine (if appropriate).
15. Handling Complaints
Any disappointment from a client is considered a complaint. Record all such feedback in Trail’s complaints register.
3-Step Process:
Address and resolve it directly if possible
Escalate to Jarrod
Refer to Dispute Resolution Service if unresolved
More info: Mortgage Lab Complaints Process
~ Welcome to The Mortgage Lab
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:
TypingAcademy (Pro: USD $2.49/month)
Keybr (Free with optional one-off purchase)
Ratatype (Freemium)
Dictation Tools
If you prefer to speak your notes:
Dragon by Nuance – premium software for desktop and mobile
Apple Dictation Guide – built-in option for Mac users (Fn key x2)
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):
Lighting and framing (free and immediate improvements)
Clear audio
Tidy, branded background
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?