If you think juggling interest rates, regulations, and client expectations is tough, try navigating a battlefield in a helicopter. That’s exactly what Kate Munari, Australia’s only female Navy helicopter pilot to fly in Afghanistan, did, day in and day out. And while mortgage broking isn’t exactly combat, the lessons she’s learned in high-pressure situations may help brokers build stronger teams, tackle challenges, and lead with confidence.

Turning obstacles into opportunities

Every broker has faced that moment, interest rates jump, regulations shift, or a deal that seemed rock solid suddenly falls apart. It’s easy to see these as setbacks, but Kate’s perspective flips the script: what if challenges are just opportunities in disguise?

During a mission in Afghanistan, Kate’s helicopter was flagged as a potential target by enemy forces. With just 10 seconds to decide, she had to assess the risk, trust her training, and make the right call. The result? A successful mission and a reinforced lesson, preparation and mindset make all the difference.

For brokers, the battlefield might be shifting lending policies instead of hostile airspace, but the approach remains the same. A regulatory change? It’s a chance to educate clients and offer new solutions. A slow property market? Time to refine your strategy and strengthen relationships. Every challenge is an opening for growth, you just have to be willing to see it that way.

Communication: the glue that holds a team together

In high-stakes situations like Kate’s, communication isn’t just important, it’s life or death. Kate’s rule? Be direct, honest, respectful, and timely. No fluff, no beating around the bush, just clear and open dialogue.

During a mission, Kate always made sure her team knew exactly what was happening, why decisions were made, and how they could contribute. The result? A crew that worked seamlessly together, even under pressure.

For brokers, the same principles apply. Clients don’t just want updates, they need them. A quick call or message to keep them in the loop might ease anxieties and strengthen trust. Within your team, setting clear expectations and creating an environment where ideas are valued may mean the difference between a stressed-out office and a high-performing one. And when it comes to compliance, whether it’s NCCP obligations or lender requirements, clarity is everything.

Know your team, empower your team

Great leaders don’t just give orders, they understand their people. Kate shared how she made it a point to know her team’s strengths and weaknesses, using that insight to delegate roles effectively. The result? A team that felt valued and operated at its best.
The same goes for mortgage brokers. Maybe you’ve got someone on your team who’s brilliant at compliance, let them own it. Got a team member who thrives on client relationships? Put them front and centre. When people work to their strengths, the entire business can grow.

As Kate puts it, “People don’t care how much you know until they know how much you care.” A strong team isn’t just about skills, it’s about connection. Taking time to check in, acknowledge hard work, and support growth goes a long way in creating a thriving brokerage.

Stepping up as a leader

Leadership isn’t about having all the answers, it’s about creating an environment where people can succeed together. If you want to build a resilient, high-performing brokerage, start with small, intentional actions:

• Reframe a challenge: Look at one issue you’re facing and ask, where’s the opportunity here?
• Hold a team huddle: Get everyone aligned on goals, roles, and expectations.
• Level up communication: Be clear, be consistent, and keep clients in the loop.
• Connect with your team: A quick chat or check-in can make all the difference.

At the end of the day, resilience isn’t just about bouncing back, it’s about pushing forward, stronger than before. And whether you’re in the cockpit of a helicopter or the driver’s seat of your brokerage, the right mindset, communication, and teamwork could take you further than you ever imagined.

Any information provided above about a particular situation, or an individual experience, is not an indication of future performance and no representation or warranty is made that the information contained above is appropriate for any particular circumstance or indicates that a particular course of action should be followed.