00:00 There's no stupid questions in my book and in my meetings. >> [music] >> Hello and welcome to Australian Broker TV. I'm Kylie Speer and joining me today is Tracy Kee, director and broker at Keywise Finance. Tracy has been named as a winner of Australian Broker's five-star broker for 2026. Welcome to you, Tracy, and thank you so much for joining us today. >> Ah, thank you so much for having me, Kylie. I'm really, really excited to be here. Yes. >> Well, first up, Tracy, congratulations
00:37 on being named one of Australian Broker's five-star brokers for 2026. What does this client-driven recognition mean to you and your team? >> So, and I guess it means a lot to me cuz I was actually caught out of the surprise. I never thought that I can be here today. Yes, that's right. So, it basically means that the recognition and the effort that I she contributed to the customer provided to the customer is now recognized by most of my customer, otherwise I won't be here. Yes.
01:08 >> How has putting clients' needs first shaped your approach to helping borrowers achieve their financial goals? >> Um, I think it's very important that I always treat the customer the way I like to be treated. That is very important. Especially those customer come to me, basically they know nothing about home loan or they have lots of uncertainty in mind. So, I guess they need to talk to somebody who really listen and understand what their needs and also their requirements. Even though they are
01:38 not ready at the moment, at least they know that we have already pulled out all the path to get them towards the direction of the success. Yeah. That is always something on my mind. Yeah, when I talk to the customer. >> As most of your clients are first home buyers, how has guiding them through the home buying journey influence the way you deliver personalized service? >> So, usually our seller at a Zoom session or face-to-face sit down with the customer to run through what are their
02:08 goals and objective that they want to achieve at the end of the session. So, basically during a session we will let them know that where they are at the moment, how much can they borrow, and subsequently we'll on based on your deposit and your indicative loan amount to determine the purchase price of the property that should be after to see whether it meet their goal. And lastly, the most important thing is they must be comfortable with the monthly repayments. So, after the session, they will
02:34 probably rethink about whether is this a right decision at the moment for them or they want to wait for another couple of months or 1 year to get them ready. Yes, because buying a home is a big decision. I think commitments in life as well. Yes. >> Tracey, what do you believe are the key factors in building trust with clients throughout the lending process? >> Um I think no questions are stupid questions. That's the most important. And always we have to encourage customer to raise the questions. I'm sure they
03:06 have a lot of question in mind, but before they raise any question, they probably will rethink, oh, am I asking a stupid questions? Will I be laughed or teased by the brokers? There's no stupid questions in my book and in my meeting. Yeah. And I think persistent and honesty is very important. Is very important to highlight to the customer that or you should actually do this right rather than you're always chasing your financial. Because at the end of the day, I do not want customer to feel obligated that they are not
03:36 ready, but they are pushed to be ready. >> Yeah, that's a great point. What are the biggest challenges facing first home buyers today, and how do you help them navigate those obstacles? >> Yeah. So, basically every customer will come with different circumstances. For example, some customer are self-employed and just started their business less than 6 months. Basically, there's no lenders that are willing to look at them. And some customer just started as a first job as a full-time or part-time or
04:09 even a casual income earner. So, the bank do actually have requirements on how do they actually define them before they actually grant them a loan. So, um so, that's a very important things that we have to keep updated our knowledge as well with different lender, talk to different lender to run through the scenario to see whether my customer circumstances can be acceptable by them before we progress the application further. >> And finally, Tracy, many of your clients rely on you to hold their hand as they
04:42 search for and secure their dream home. What makes this part of the journey especially rewarding for you? >> Uh okay. So, as a being a mortgage broker is not just a one-off center. So, our job do not stop at the settlement. So, I do actually receive call from customer after they move in. They will ask me, "Oh, which is your favorite internet provider? Which is your Telco provider? What should I do? Do you know any plumber? Do you know any painter?" Yeah. And I got a friend who is also
05:14 looking for first home. Can you help them? So, all these is basically a continuous relationship. From first home to their first investment, second investment, or whichever any stage of their life. And this is something make me proud of being with them throughout the whole journey. >> That's so lovely. Well, thank you very much for your time today and congratulations once again, Tracy. >> Thank you for your opportunity as well. Yeah, that's right. And thank you for your time. Yeah.
05:44 >> And thank you, of course, to our viewers for are the latest episode of Australian Broker TV, we look forward to seeing you again soon. >> [music]
