BESIDE EVERY WHĀNAU: BARBARA HE ON THE HUMAN SIDE OF LEADING

The thought of homeownership can feel overwhelming for first home buyers, leaving many families unsure of where to begin. The OWN IT team is proud to partner with Westpac Home Loan Expert Barbara He, who supports whānau as they navigate the journey toward purchasing their first home. 

As a busy mum who is always on the go, Barbara’s path into banking wasn’t traditional. After moving to New Zealand in 2003, she worked a range of hospitality jobs before building her career at Westpac and credits those early experiences with shaping the way she works with people today. 

“Some families arrive feeling intimidated or believing they won’t qualify for the programme. But it’s okay to come and talk to us, because we’re here to help. My diverse background has helped me become a people person, so I understand different life experiences and apply that in my work.”  With 15 years in banking and five years dedicated to the shared homeownership space, Barbara’s connection to the programme runs deep. 

“I always think about how I would want my parents or family members to be treated if they were sitting in front of someone at the bank. That’s how I treat every family. It’s helped me build strong relationships, and I feel really close to this community. I just love helping people.” 

Barbara works closely with the OWN IT team to ensure applicants are well prepared, educating them on best practices for building savings, managing debt, and understanding the lending process so they can approach the bank with confidence. 

For Barbara, the work has never been about numbers alone. The conversations she has with whānau are the most meaningful part of her job, and every successful journey reminds her why she loves what she does. 

“I like to meet every whānau face to face to hear their story in person. I feel so lucky to journey alongside them as they work toward their dreams. When you get to know them personally, it becomes so much more meaningful. 

“But it’s always a team effort. The OWN IT Household Advisors do incredible work preparing families, so when they come to the bank, they understand the process and feel confident.” 

One of the biggest barriers Barbara encounters with families is hesitation - particularly the fear of rejection.  “I usually spend the first meeting explaining the programme and how it works. It’s not about jumping straight into numbers - it’s about helping people understand what to expect. I take time to get to know them so we can build trust. 

“People often think they need to pay off all their debt or save a large deposit before speaking to a lender. But that’s not true. Come and talk to us. There’s no pressure, no rush, and it’s free to check where you’re at. Sometimes people think they’re not ready when they actually are.” The OWN IT team have seen how misinformation can hold families back, especially when debt feels like a major obstacle. Together, they take a solution-focused approach to help families reduce small debts, adjust spending habits, and build savings over time. 

Barb explains, “Many people believe they need a 20 percent deposit, but through OWN IT, you may be able to start with as little as five percent, depending on your circumstances. There are more options than people realise.  “Families might say, ‘I can’t buy a home because I still have debt,’ but often we can work through that together. If someone isn’t ready yet, we’ll create a plan - maybe aiming for six months down the track. Instead of focusing on the problem, we focus on how to get families to where they need to be. The most important thing is knowing you’re not alone in the process.” 

Of all the work she has done throughout her career, supporting first home buyers remains the most meaningful for Barbara. While loan approval is a major milestone, the moment she treasures most is settlement day when families receive the keys to their new home. 

“I still cry at handovers. Seeing families move into their home is such an incredible moment. I’m so grateful the OWN IT team invite me to be involved - it’s really special. 

“We see people buying and selling homes all the time, but first home buyers will always be the most important to me. You experience every emotion alongside them. It will always be very close to my heart.”