Caroline Jean-Baptiste's career in mortgage broking began with a problem she couldn’t solve for herself.
After eight years working on cruise ships overseas, she returned to her native Australia ready to take the next step: buying her first home. Instead, she found herself navigating a finance system that didn’t account for her circumstances, with her overseas income making it difficult to secure a loan.
"I visited my local Westpac branch to obtain a loan and the branch manager told me I had to contact the ATO and get a letter stating my tax status. I was so naive at the time and just followed up with their request, discovering that there was no such letter," Jean-Baptiste told Australian Broker. "I felt really ashamed and embarrassed by my ignorance of the process."
The experience was frustrating. But it also revealed a gap. Jean-Baptiste recognized that many Australians were likely facing similar challenges without knowing where to turn. That realisation would become the foundation of a 21-year career, helping others achieve their property goals.
"I'd always been passionate about property, but I hadn't heard of mortgage and finance brokers at the time," Jean-Baptiste said. "When I came back and found out about this fantastic mortgage and finance broking industry, I realised I could help people avoid the situation I'd found myself in. It had put me behind years in buying my own home.
"When I discovered broking, I knew I wanted to create a safe space for anyone to ask questions without feeling like they were stupid," she added. "I wanted the home-buying and borrowing experience to be one of hope and happiness. I wanted every client to feel supported in their journey.
"I genuinely believed I had the solution for my clients. I never felt like I was selling them something. I was helping them get to where they wanted to be," Jean-Baptiste continued. "The mortgage and finance broking industry genuinely wants to lift people up. Brokers want to support each other, support their clients and share what they've learnt. That's one of the things I've always loved about this industry."
Fast-forward more than two decades, and Jean-Baptiste is now the owner of Mortgage Choice Fortitude Valley and Ashgrove in the Brisbane area of Queensland. She is also the author of two books: "The Leverage Effect" and "Buy That House."
It's no surprise then that the Mortgage & Finance Association of Australia (MFAA), at its annual National Excellence Awards, recognized Jean-Baptiste with one of its highest honour's: the MFAA Life Membership.
"Caroline has given generously of her time, expertise and leadership over many years," said MFAA Chair Kerri Buurman. "Through her governance roles, advocacy for professional standards, mentoring of brokers and unwavering commitment to the industry, she has helped shape a stronger profession for the benefit of members and consumers alike.”
MFAA Chief Executive Officer Anja Pannek told Australian Broker: "Caroline's contribution has been exceptional, not only through the success of her own business, but through the lasting impact she has had on the mortgage and finance broking industry and the MFAA over more than two decades. She has consistently worked to strengthen our industry, support our members and improve outcomes for brokers and their clients. That breadth and longevity of service made her an incredibly deserving recipient.
"Caroline exemplifies the very best of our industry," the CEO continued. "Throughout her career she has combined commercial success with a genuine commitment to supporting others, whether through mentoring, leadership, governance or championing greater opportunities for women in business. And she has never lost sight of why mortgage and finance broking matters. Her passion for helping Australians achieve home ownership, coupled with her willingness to share her knowledge and lift others, has earned the respect of colleagues right across the industry. It has been a privilege to work alongside Caroline during her time on the board."
Pannek added that the Life Membership recognition is one of MFAA's highest honours. "And it's awarded only in exceptional circumstances," she said. "It is not something that is presented regularly or lightly. Recipients must have demonstrated sustained and outstanding service to both the MFAA and the mortgage and finance broking industry over many years. They must have made a significant and lasting contribution that has helped advance the industry, strengthened the association and benefited members."
At the industry group, Jean-Baptiste has served on the finance, audit and risk committee as deputy chair, as well as chair of the nominations, remuneration and governance committee. She also serves as chair of the Queensland Mortgage Choice Charity Foundation, as well as a mentor for other brokers.
"I feel very privileged to have had [the MFAA's] support because doing this without them would have been impossible," Jean-Baptiste said.
"I have always been passionate about speaking up and making our industry even stronger," she continued. "I see every opportunity as a way to improve my knowledge, myself, my leadership and my business skills. So I try to get involved as much as possible. My enthusiasm for developing the next generation of brokers along with my interest in self development may have contributed to this recognition."
