Pia Financial Solutions is a national financial advice practice that is committed to providing high-quality, value-for-money and personalised financial advice to both individual and corporate clients.

We aim to make working with us as easy as possible and offer both home and office appointments, whether during the day or in the evening.

We also make use of technology to enable us to work remotely when required.

What led you to become a broker?

I have always enjoyed performing customer-focused roles. I love interacting with people, understanding their needs and coming up with solutions. Being a mortgage broker was really an extension to this.

It’s a fascinating industry and the opportunities are unlimited. Being self-employed gives me the freedom to work for myself and improve my strengths and capabilities, and it offers the satisfaction and pride of having achieved something.

What plans do you have for the future?

I became self-employed a year and half ago, and I have had fantastic growth since then. Given the current circumstances, the need for sound mortgage advice has never been greater and I am optimistic it will continue to grow.

I believe the personal attention to detail and quality of service that I offer to customers have genuinely benefited them. It is this trust and sense of reliability experienced by my customers that will provide me with the organic growth I am looking for, through either repeat business or the various referrals that these customers provide. Expansion of the business would help me create job opportunities and contribute to the economy.

What single thing could lenders do to improve brokers’ lives?

It’s good to be bound by rules and regulations but for me the ideal scenario would be if each case were to be examined on its merits and if the concept of ‘substance over form’ could be adapted.

The legalities of systems and processes have been strengthened following the financial crisis, and that is great. We do need to have the controls and checks in place, but this also means that financially sound and genuine buyers will sometimes miss out as a result of very minor or historical defaults. In some cases, it not even an issue they could have had knowledge of or could foresee.

What advice do you have for a broker just starting out?

First, it is imperative that you know your client well, and that you pay attention to their needs and requirements. If you do that diligently you will be able not only to provide the best solutions but also to build a rapport and a long-lasting relationship.

Second, keep abreast of the market. It is ever changing, especially in the current climate, and it is therefore vital that you are well informed and up to date.

Also, maintain your integrity and remember you are an adviser and not a facilitator — just because you can do something does not mean you should.

How can the industry encourage a new intake of brokers?

As with any other business, the biggest challenge for a broker is to maintain income levels and to generate a reliable stream of new business. There are hardly any defined processes for new customer acquisition.

There is a heavy reliance on word-of-mouth and recommendations from existing customers, as well as the prospect of repeat business as customers return when a mortgage deal comes to an end.

This works well for experienced and established brokers, but those new to the industry are also relying on this approach to grow their business, making for a very slow process.

More people will be encouraged to take on a mortgage broker role if the industry can provide some sort of business generation framework and additional support.