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The policy is people: Wave Money’s human-centred approach to credit decisioning

01 March 2025
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In an industry increasingly dominated by automated decisions and rigid credit policies, Wave Money is rehumanising mortgage lending. For brokers and their clients, the ability to pick up the phone and workshop a scenario directly with a credit manager can be a true game-changer.

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01 March 2025
|

In an industry increasingly dominated by automated decisions and rigid credit policies, Wave Money is rehumanising mortgage lending. For brokers and their clients, the ability to pick up the phone and workshop a scenario directly with a credit manager can be a true game-changer.


As a non-bank lender specialising in residential mortgage lending to self-employed borrowers and clients with unique, complex circumstances, Wave Money places proactive collaboration with brokers at the heart of its value proposition. The goal? To build tailored lending solutions that work — not just tick boxes.

On a recent episode of the Broker Daily Spotlight podcast, Wave Money’s Head of Lending Tyler Peters outlined their simple but powerful approach: “We pick up the phone, take the time to understand each client’s unique situation, and find a way forward.”

“The brokers we work with know that for complex credit decisions, Wave Money is a trusted partner. Flexibility and context matter — and our human-centred approach is delivering real outcomes,” Peters said.

Wave Money team

Wave Money team

He continued: “Our team is accessible — which isn’t always the case across the industry. We have our broker partners numbers saved in our phones and brokers have ours. We pick up the phone and love having conversations. The key is being available when brokers need us. It doesn’t help if they have to make four or five calls just to reach a credit decision maker.”

Wave Money’s approach means investing a little more time upfront to understand customers’ circumstances, enabling a faster, more personal, and streamlined service once the process is underway.

At Wave Money, credit policy isn’t a rigid checklist — it’s a flexible roadmap guiding decisions around each client’s unique circumstances.

“Our risk appetite is clear, but lending decisions are nuanced,” Peters explained. “Our goal is to balance risk and opportunity while meeting responsible lending obligations.”

Instead of demanding endless paperwork, the process begins with a conversation. Tyler and his team reach out directly to brokers, trusting their insight and understanding of their clients. By asking the right questions, Wave Money gets to the heart of every lending scenario, making informed decisions that benefit brokers and their clients.

“Our goal is to balance risk and opportunity while meeting responsible lending obligations."
Says Tyler Peters, Wave Money’s Head of Lending

Wave Money’s dedicated credit and broker relationship teams work closely to provide brokers clarity and certainty — often well before an application is lodged.

“Think of our credit team as an extension of your business,” Peters said. “Whether a loan is at scenario, assessment, or settlement stage, we’re always contactable, working as a member of your team.”

This partnership-first approach replaces the traditional “third party” mindset in mortgage lending with one of true collaboration. 

The need for this human touch is especially acute in the self-employed sector, where conventional lending models often fail to reflect the realities of complex financial situations.

“Many lenders don’t have a model that fits self-employed borrowers with complex finances,” Peters said. “That’s where Wave Money’s discernment and flexibility come into play.”

From scenario to solution: Lending that moves fast

Wave Money thrives on the story behind the loan. Peters shared a recent example.

“We had a high-net-worth client working offshore on oil rigs who needed a very quick solution — a single-digit days turnaround from application to settlement. He was expanding a successful business but needed to pay out a tax debt to access more funds.”

With just a few days to settle, Wave Money partnered closely with the broker, who had a deep understanding of the client’s circumstances. The broker provided thorough documentation and advocacy, enabling Wave Money to deliver a rapid, tailored solution.

“That loan’s been with us for over 12 months, and the client’s business is booming. He’ll likely come back for more funding soon,” Peters said.

“We see a wide range of scenarios, and the key is understanding each one first, then figuring out how best to serve the customer,” Peters said.“Business owners often ask if they need to refinance, seek more funding, or explore other options. We’re here to help brokers answer those questions.” 

Trusted broker relationships, real results

This human-first model is earning praise from brokers who’ve experienced the Wave difference firsthand.

Sam Ayliffe, principal at Astute Financial said working with Wave Money feels more like a long-term relationship lender than a new lender to the market.

“They’re not just another lender with a new name. It’s a familiar and experienced team, and the trust we’ve built gives me confidence every time I workshop a deal,” he explained.

For Ayliffe, the key differentiators are clear: responsive communication, a common-sense credit approach, and a team that values and respects the broker’s role.

“Wave understands that we, the broker, are the client. We bring our clients to Wave Money — and they understand and respect that,” Ayliffe said.

“They make it easy to do business, especially for scenarios that fall outside the major bank playbook.”

Sam has seen first-hand how this approach results in better client outcomes: “I had a client stuck at a higher rate in a big four loan who couldn’t get repriced without updated financials. Wave Money stepped in, looked at the whole picture, and saved her over $1,000 a month,” Ayliffe said.

He added that access to credit decision-makers like Peters makes a huge difference.

“When a deal fits Wave Money’s credit box, it flies through. Tyler and the team are open, experienced, and willing to back quality deals that don’t tick every traditional box.”

Wave Money has become his go-to for self-employed clients, especially those in growth phase or with equity to unlock.

“They know how to make equity work and apply a real-world view to income — even rental income. It’s refreshing,” explained Ayliffe.

For Steph D’Arcy, mortgage broker at Gippsland Finance Solutions, it's the access and empathy that set Wave Money apart.

Steph highlights the importance of quick, clear communication, especially when dealing with time-sensitive client scenarios.

“If a BDM doesn’t respond quickly, you move on. But with Wave Money, someone always answers or calls you back. That makes a big difference,” D’Arcy said.

 “Having direct access to Tyler, head of credit is huge. You don’t always get that level of responsiveness from other lenders — and when you’re advocating for a client, it really counts.”

“With Wave Money, someone always answers or calls you back. That makes a big difference.”
Says Steph D’Arcy, mortgage broker at Gippsland Finance Solutions

She recalled one particularly emotional client case — a couple who needed extra cash out for upcoming cancer treatment.

“They already had lending with another non-bank lender but needed a bit more. Wave Money’s serviceability was strong enough to help them consolidate a short-term personal loan and secure a financial buffer. It gave them peace of mind at a really stressful time,” she said.

D’Arcy also sees Wave Money as a valuable option for deals that sit just outside traditional lender policies — particularly where there’s a story behind the client.

“I had a client on long-term income protection payments. All the majors said no — but Wave Money just asked for the letter and approved the deal. It was a common-sense approach.”

“If the deal makes sense, Wave Money supports it — even if it sits outside the box,” D’Arcy said.

At Wave Money, success in mortgage lending is about more than processing applications — it’s about partnership, conversation, and context. As more brokers seek lenders who truly listen and advocate for their clients, Wave Money is proving that the smartest lending decisions still start with something simple: a conversation.

Tune in to hear more!

In this episode, John Flavell (managing director, Wave Money) and Tyler Peters (head of lending) sit down with Broker Daily to discuss the impact of current global and local market conditions on lending practices and broker-client relationships.

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Wave Money team

Wave Money team


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Wave Money

Wave Money is one of Australia’s leading non-bank lenders delivering residential mortgage solutions to an increasing pool of borrowers whose needs are not being met by many bank and non-bank lenders.


Wave Money is one of Australia’s leading non-bank lenders delivering residential mortgage solutions to an increasing pool of borrowers whose needs are not being met by many bank and non-bank lenders.