Insurance adviser went for his first mortgage — he left with a new career plan

Mortgage Introducer caught up with Craig Chavez (pictured top), mortgage consultant at Three Keys Mortgages, who proved that persistence and confidence can open doors—even when you arrive late and inappropriately dressed to a job interview after your house has been burgled.

The Milton Keynes-based broker's unconventional entry into the industry in 2014 began with an audacious email to what he thought was a branch manager but turned out to be a regional manager at Sequence/Connells. Frustrated that his application had been ignored despite the role still being advertised a month later, Chavez fired off a message calling out the "crazy" decision not to interview him. "I essentially said I am the man they want," he recalls. That bold approach secured him the meeting that would launch his now 12-year career in mortgage broking—a profession he discovered was the perfect fit for his desire to truly get to know his clients and help them navigate one of life's biggest financial decisions.

Full name: Craig Chavez
Job title: Mortgage consultant
Company: Three Keys Mortgages
Number of years in the industry: 12
Location: Milton Keynes

How and when did you become a mortgage broker?

2014 - I was an insurance adviser in GI, and when I went to get my first mortgage, I sat down with the mortgage adviser and realised that a lot of what he did was similar in process to what I did, but more in-depth and over a longer time span. He really got to know us, and it felt like the right next step for me. I enjoy helping people. I would often spend a lot more time with my clients than I was supposed to, because I like to converse and get to know them, so it fitted me perfectly.

I looked online and found some jobs advertised offering to also pay for my qualification, so I applied, but no one responded. When I noticed a month later they were still advertising the role, it annoyed me, so I found the email address of who I thought was a branch manager but in fact he was the regional manager. I sent the email essentially saying how crazy they were for still advertising for the role when they didn't even get me in for an interview, and I am the man they want. This confidence inspired him to reach out to me and invite me in for a meeting with him.

My house was burgled the day before the interview. I ended up not only getting to the interview late, but in inappropriate attire. After that shaky start, I still managed to impress him in the interview, which led to me meeting with two other managers and eventually getting the job. This was with Sequence/Connells, where I stayed for two years and experienced a crash course in mortgage broking.

In your opinion, what has been the most positive development in broking?

Technology. It has enabled us to cut out a lot of time-consuming things so we can focus on the customer. It also helps us prevent making mistakes.

What challenges do you see currently facing the industry, and what solutions would you propose?

The biggest challenge has easily been the increase in interest rates and instability in the market. Future challenges will be the introduction of AI. We can't solve the market, but we can understand it, to give the best advice. AI needs to be used as a tool, and not as a replacement for people. It's not reliable enough yet. It doesn't tend to think outside of the box.

Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?

I always remember when I had a customer who was about to do the mortgage with me, but then another broker found him a deal with a lender I did not have (we were on a limited panel at the time). I almost lost the customer. I knew his priority was to pay the most capital off over the period. I put my mind to it and realised that if I put him with another lender, but on a five-year longer term (making his monthly payment lower), if he made an overpayment to bring his monthly payment up to the exact figure the other broker was quoting, even though he was on a longer term, he actually paid off more capital over the period than he would with the other deal. This secured the business and got the customer what they wanted. 

Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?

Customer first, always. You take good care of them and go above and beyond; they will repay you in time by always returning to you and recommendations.

Broker in Focus is a weekly Mortgage Introducer feature, spotlighting mortgage brokers from diverse backgrounds and locations across the UK. Among those recently featured are Bryan Brett of Just Mortgages, Joanne Pay of Elysian Trust Financial, Geraldine Williams of Bubble Financial, Lauren Wilson of Portway Finance, Jamie Alexander of Alexander Southwell Mortgages, Dave Hill of The Money Partnership, Neil Mulhern of Echo Finance, Michelle Lawson of Lawson Financial, and Matt Thomas of First Financial Solutions.