Young broker builds career on resilience amid market chaos

Mortgage Introducer spoke with Kane Powell (pictured top), senior mortgage adviser at Heron Financial, who has built his career through an unconventional route into the industry. Powell joined Heron Financial in 2019 through an apprenticeship straight from secondary school at just 16, progressing to become a fully qualified adviser by the age of 18.

Now with more than five years of advisory experience and a specialism in new build lending, he has navigated some of the most turbulent periods in recent mortgage market history, from the fallout of the mini-Budget to the rapid rate movements triggered by geopolitical conflict. Here, Powell reflects on his career so far, the changing role of technology, and the qualities he believes define a successful broker.

Full name: Kane Powell

Job title: Senior mortgage adviser

Company: Heron Financial

Number of years in the industry: 7

Location: Rickmansworth 

How and when did you become a mortgage broker?

I joined Heron Financial in August 2019 through an apprenticeship scheme straight from secondary school at 16 years old. I had always known I wanted to pursue something related to property or finance, so I was really fortunate to be presented with the opportunity to enter the industry through an apprenticeship route.

Looking back, I now strongly believe apprenticeships are an excellent way for people to get into the mortgage and financial services industry. They allow individuals to gain practical, real-world experience alongside professional qualifications, while also developing an understanding of how the industry operates day to day.

I initially completed a Level 3 Business Administration apprenticeship while working across a range of operational and administrative roles within the business. This gave me exposure to the full mortgage journey behind the scenes — from lead handling and compliance through to lender processing and client servicing.

Following the apprenticeship, I almost immediately began my CeMAP studies and progressed quickly into an advisory pathway. By May 2021, at the age of 18, I was officially giving mortgage advice, which was a milestone I was incredibly proud to achieve at a relatively young age.

As of February 2024, I progressed into the senior mortgage adviser position, developing a particular specialism in new build lending, alongside broader experience across residential and complex mortgage cases. Starting at a younger age gave me a slightly different route into the industry compared to the traditional path, but it allowed me to build practical experience alongside qualifications very early on, which has been invaluable in understanding both the technical and relationship side of broking.

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

In my opinion, the most positive development within broking has been the advancement of technology and how much it has improved both the client journey and adviser efficiency.

Historically, the mortgage process could feel extremely manual and time-consuming, with large amounts of paperwork, slower communication, and limited visibility for clients throughout the process. Over recent years, technology has significantly streamlined this. Open banking, digital ID verification, electronic document systems, lender portals, and AI-assisted administration have all helped create a far smoother experience for both brokers and clients.

I also think technology has allowed brokers to spend more time focusing on advice and client relationships, rather than purely administrative tasks. While the role will always require strong technical knowledge and attention to detail, improved systems have made it easier to communicate efficiently and manage increasingly complex cases.

At the same time, with the continued enhancement of technology and the amount of information now available instantly through online platforms and AI tools, it has become even more important for brokers to build genuine personal relationships with both clients and introducers. Information is now widely accessible, so the real value of a broker increasingly comes from experience, communication, problem solving, and providing reassurance throughout what is often a major life decision.

I believe the most successful brokers moving forward will be those who combine modern technology with a highly personal and relationship-driven approach, ensuring clients still receive tailored advice and support rather than simply information.

Another major positive development has been the growing recognition of the value brokers provide beyond simply sourcing an interest rate. Clients now increasingly understand the importance of guidance around lender criteria, affordability, long-term planning, and navigating more specialist or complex circumstances.

Alongside this, I think the industry has made strong progress in its approach to consumer support and vulnerability awareness. There is now a much greater emphasis on tailoring communication and advice to individual client needs, which ultimately leads to better customer outcomes and a more professional standard across the industry.

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

One of the biggest challenges currently facing the mortgage industry is affordability pressure and overall market uncertainty. Higher interest rates, increased living costs, and stricter affordability assessments have made it increasingly difficult for many clients to borrow the amounts they require, particularly first-time buyers and younger borrowers trying to enter the property market.

Since I started giving mortgage advice in May 2021, it honestly feels as though there has not really been a single year of “normality” — whatever normal actually means within financial services. Shortly after I entered the industry, we saw the economic effects of the Russia-Ukraine conflict, followed by the Liz Truss mini-Budget and the significant market disruption that occurred afterwards, particularly around swap rates and mortgage pricing.

That then rolled into the wider cost of living crisis, with persistently high inflation, increasing household expenditure, and rapidly changing affordability calculations across lenders. More recently, ongoing geopolitical tensions, including the Iran conflict, alongside continued uncertainty around political leadership and economic policy, have continued to create instability and caution across both markets and consumer confidence.

As a broker, one of the biggest challenges during periods like this is helping clients navigate uncertainty while still giving them the confidence to make major financial decisions. It reinforces how important communication, education, and long-term planning are within the advice process.

I also think there is growing complexity across lender criteria and processes. While brokers are well positioned to navigate this, it can sometimes create confusion and delays for clients, particularly when different lenders assess similar circumstances in very different ways.

Another challenge is balancing speed with quality. Technology and automation have significantly improved efficiency, but there can sometimes be pressure within the industry to prioritise turnaround times and volume over the quality of advice and customer experience. In a regulated industry, maintaining high standards, accuracy, and strong communication remains critical.

I also believe the increasing accessibility of information online and through AI tools creates both an opportunity and a challenge for brokers. Clients are now arriving far more informed, which is positive, but there can also be misinformation or oversimplification online that does not fully reflect the complexity of individual cases. This means brokers have to work even harder to demonstrate their value through expertise, tailored advice, and relationship building.

In terms of solutions, I believe continued investment in technology is important, but it should be used to support advisers rather than replace the personal element of broking. Streamlining administration and improving integration between brokers, lenders, solicitors, and developers would help reduce unnecessary delays and improve the overall client experience.

I also think ongoing training and development across the industry is essential. The market changes constantly, so advisers need to remain adaptable and continue developing both technical knowledge and communication skills.

Ultimately, I think the future of broking will belong to firms and advisers who can successfully combine technology, efficiency, and strong personal relationships while continuing to deliver genuinely tailored advice and support to clients.

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

Having now been advising for over five years and regularly submitting between 30–50 mortgage applications each month, I have experienced a huge variety of scenarios and challenges within the industry.

That can range from extremely short turnaround times on new build purchases or auction properties, through to debt consolidation cases where clients are trying to regain financial stability and move into a more sustainable position. I have also worked on complex buy-to-let portfolio restructures to facilitate further acquisitions, alongside first-time buyers who often require much more support and guidance throughout the entirety of the process.

Each of these situations comes with its own challenges, and one of the things broking teaches you very quickly is that no two cases — or clients — are ever truly the same.

The most challenging period for me personally was only a few months ago, when the US-Iran conflict began and mortgage rates were increasing almost continuously over a three-week period. At certain stages, lenders were only giving brokers a few hours’ notice before repricing or withdrawing products.

Everything suddenly became extremely urgent, because submitting a mortgage application today rather than tomorrow could genuinely mean thousands of pounds in savings for a client over the fixed period. It created huge pressure across the industry, particularly given the volume of applications being submitted at the same time.

During that period, our days often started earlier and finished much later in order to meet client needs and secure products before changes took effect. The limited timeframes alongside the sheer workload made it an incredibly demanding period, both operationally and mentally.

However, it also reinforced one of the biggest lessons I have learned within broking — the importance of resilience, organisation, and remaining calm under pressure. In challenging markets, clients rely heavily on brokers not just for technical advice, but for reassurance, urgency, and clear communication.

It also highlighted the real value that brokers can bring during volatile market conditions. If a client were dealing directly with a lender, it is unlikely they would be proactively chased and made aware of imminent product withdrawals or rate fluctuations in the same way. During periods like this, brokers are constantly monitoring the market, communicating with lenders, and acting quickly to protect clients from potentially significant increases in borrowing costs.

Although it was an extremely demanding period, we understood the real financial impact these rate increases were having on people, so there was a strong sense that the work simply needed to be done. Looking back, it was one of the clearest examples of how important brokers can be in helping clients navigate uncertainty and make informed financial decisions during volatile market conditions.

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

My biggest piece of advice would be to focus on building strong foundations and not rush the learning process. Mortgage broking is far more than simply sourcing an interest rate — it requires technical knowledge, attention to detail, communication skills, problem solving, and the ability to guide people through one of the biggest financial commitments of their lives.

I would encourage anyone entering the industry to find mentors who have more experience and genuinely want them to succeed. I have found that there is no shortage of role models in the industry who are more than happy to lend a helping hand and provide guidance when needed.

I would also say: slow down and take your time. It can be tempting to rush, especially in a fast-paced environment, but accuracy and quality of advice are far more important than speed alone.

Being organised is essential, but so is being flexible. Clients’ circumstances, lender criteria, rates, and deadlines can change quickly, so a good broker needs to be structured enough to manage their workload properly while remaining adaptable enough to meet client expectations.

Finally, confidence is key. Not arrogance, but the confidence to ask questions, make decisions, communicate clearly, and back yourself when dealing with clients, lenders, and introducers. That confidence builds over time through experience, preparation, and learning from the people around you.

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 Marcus Robinson of Mortgage Style, Natalie Hines of Premier One Mortgages, Joe Stallard of House and Holiday Home Mortgages, Sam Ewen of Rosehill Financial Services, Stuart Mosley of SJ Financial Solutions, Andrew Watson of Echo Finance, Tracie Selley of Approved Mortgage Solutions, Craig Chavez of Three Keys Mortgages, and Bryan Brett of Just Mortgages.