Launnie Long-standers: Up Loans

When you think of mortgage broking, you might imagine a process filled with paperwork, numbers, and financial jargon. But for Carrie and Kirsty, it was always about something more.

"Kirsty and I were working in real estate when we realised something was missing," Carrie says. "When you’re in real estate, relationships are everything. You work with a client, and ideally, they come back to you over and over again. But in finance? It felt so transactional. We knew there had to be a better way."

That realisation led to the birth of Up Loans more than ten years ago. "We wanted to create a space where clients felt valued, where they weren’t just another loan application," Carrie explains. "And honestly? It’s worked. More than 70% of our business now comes from referrals."

"When we first started, mortgage brokers were only being used by about 45% of homebuyers in Australia," Carrie recalls. "Now, that number is 74%, and Launceston has really followed that trend. The industry has grown so much and so has the city."

Carrie has seen first-hand how Launceston has evolved over the years. "There are so many amazing little businesses here now," she says. "You walk through town, and there’s this energy—new cafes, small businesses thriving. It’s a great place to be."

One change the Up Loans team particularly enjoys? The rise in great coffee. "Alberto’s, Amelia, Lekoh… we have our go-to spots," Carrie laughs. “Our team are serial coffee drinkers! We love supporting our local cafes!”

Reflecting on what makes a business in Launceston stand the test of time, Carrie says it’s all about respect. "At the end of the day, it’s not just about getting people the best deal," Carrie says. "It’s about trust. It’s about relationships. It’s about making what can be a really stressful process as smooth and easy as possible. People come to us because they don’t want to feel like just another number," she says. "We make sure they know we’re in their corner, helping them through one of the biggest financial decisions of their lives."

Being a part of Launceston’s business community has also been key to their success. "We’ve built such great relationships with local real estate agents, conveyancers, IT professionals, draftsmen, architects, and lawyers. It’s not just about us sending clients their way—it goes both directions. We all support each other."

Like every business, Up Loans has faced challenges, and none were bigger than COVID-19. "Overnight, our 16-person team had to shift from a collaborative office environment to remote work," Carrie remembers. "There was uncertainty, there were kids at home, and we had to figure out new ways of doing things."

But instead of slowing them down, the experience opened new doors. "It was tough at first, but we learned so much," she says. "Now, we have the flexibility to work from home when we need to, and our clients love that we can meet them on Zoom, wherever they are."