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16 December, 2025
Adela Ngai – a human centred approach to financial guidance
First Financial Team
In the financial advice business, numbers and strategy often take centre stage. Adela Ngai is a numbers person; however, her deep appreciation for the lived experience behind every client’s financial journey is what makes her a standout. As a senior financial adviser at First Financial, Adela combines technical expertise with compassion, clear communication, and emotional intelligence, demonstrating that great advice is as much about understanding people as it is about managing portfolios.
Originally from Hong Kong and raised across continents, Adela came to Australia at 17 to pursue university, completing a Bachelor of Communications before moving into finance with a Master of Business in Banking and Finance. Early in her career, a mentor recognised her ability to understand the financial world and encouraged her to explore it beyond public relations.
From roles in private banking compliance at Westpac to investment strategy with RBS Morgans, Adela built a foundation grounded in both analytical rigour and real-world client engagement.
Having spent nearly a decade with First Financial, Adela is recognised not only for her expertise with numbers but also for her ability to guide clients through some of life’s most challenging transitions. She is one of three accredited aged care specialists at First Financial, a role that requires more than technical knowledge. Aged care advice often comes at moments of stress, when families are facing health crises, grief, guilt and complex decisions about homes, care and finances all at once. “Most clients don’t consider aged care until something terrible has happened,” she explains. In these moments, Adela’s priority isn’t overwhelming people with technical detail, but first helping them feel supported and understood.
Connection and comprehension over complexity
Her background in communications shapes her approach: she strives to explain concepts clearly and succinctly, focusing on what people need to know, rather than what might simply demonstrate her own expertise. “If you can’t get a story across quickly, then I’m not communicating well,” she said in a recent interview. For Adela, the goal is connection and comprehension, not complexity. It’s no surprise that clients frequently comment on her ability to make the unfamiliar feel manageable and the stressful feel safe.
Adela sees her role as much about emotional support as financial strategy. She often asks clients one simple question before diving into the numbers: “How are you really doing?” Many people care for their loved ones for years before seeking advice, and they rarely stop to consider their own well-being. In that brief space, clients often open up, revealing the emotional weight they carry, and it’s here that Adela believes real value begins. This empathy doesn’t dilute her analytical approach; rather, it strengthens it.
Success isn’t measured by fees or portfolio size: it’s about value creation and trust. She says her strongest endorsement comes not from awards or numbers, but from referrals, often from clients who trust her enough to introduce her to their children and extended family. “They ask me to look after the next generation,” she explains, “and that’s the greatest compliment.”
The shift in client behaviour
Adela has seen in client behaviour over the years that reflects broader changes in society: more informed, engaged and proactive individuals, particularly women, now lead financial conversations. And while the advice industry has evolved, especially in the wake of increased scrutiny and client awareness, Adela believes genuine connection and accountability remain the cornerstones of great advice.
Outside work, Adela is as grounded in life as she is in her profession. She’s a proud mum of two young boys, a keen tennis player, and someone who treasures family time and community connection. Her weekends are filled with sport, school activities and the wonderful chaos of family life.
Talk to the financial planning specialists
Want financial advice that’s clear, practical, and built around what matters most to you? Contact our team today.
Or, if you’re interested in building your career in financial advice alongside a supportive group of professionals, head to our careers page to see the opportunities available at First Financial.
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CLIENT STORY
Jan
Life Stage:
Retired
Background:
Jan's husband managed the finances until entering aged care. Jan gradually stepped into the financial picture with First Financial’s support.
- Needed financial guidance after business sale
- Lacked experience managing complex finances
- Sought consistent income and long-term structure
- Wanted a familiar, reliable relationship
- Provided long-term support through several transitions
- Helped structure income reliably for retirement
- Empowered Jan through education and reassurance
- Delivered calm advice through both grief and growth
“The money just comes in. I don’t have to think about it. And I know they’re always there. They’ve always been there in the background, just quietly making things work.”
CLIENT STORY
Tim and Adam
Life Stage:
Early retirement and working professional
Background:
When Tim received an overseas medical settlement, he and Adam had just 14 days left in a 90-day window. They needed clear guidance, fast. A referral led them to First Financial.
- Only two weeks left to meet urgent legal and financial deadlines
- Wanted to preserve capital while setting up income for the future
- Needed a plan that supported both retirement and ongoing work
- Hoped to find advice that felt personal, not transactional
- Managed every moving piece, from legal documents to super rollovers
- Designed a strategy that supported both Tim’s retirement and Adam’s career
- Offered clear guidance with steady follow-through, with no stress or pressure
- Built in ethical investing and flexibility, without sacrificing performance
“We’re in totally different life stages, but First Financial built a strategy that supports us both. From urgent legal steps to ethical investing, they handled every detail with calm, care, and real expertise. It’s financial freedom without compromise, and we couldn’t have done it without them.”
CLIENT STORY
Lyn
Life Stage:
Retired widow
Background:
Lyn stepped into financial management for the first time after her husband's passing. With patience and care, First Financial supported her through grief, learning, and empowerment.
- Had never managed finances before
- Was overwhelmed after her husband’s passing
- Needed plain-English explanations and patience
- Sought emotional support and practical clarity
- Offered caring, respectful advice at her pace
- Rebuilt confidence with diagrams, stories, and reassurance
- Supported gradual decision-making around retirement
- Remained a trusted constant through major transitions
“After my husband passed, I was completely unsure where to start. First Financial gave me the space to learn, to ask questions, to grow confident. They drew a diagram that I still have. And now, I sleep well at night knowing I’ve got someone in my corner.”
CLIENT STORY
John
Life Stage:
Retired business owner
Background:
After decades of running a successful pharmacy, John sought financial guidance to simplify decision-making and support long-term planning.
- Navigated the sale of a long-held business
- Wanted simple, honest advice after burnout
- Needed a hands-on adviser he could talk to
- Desired financial guidance aligned with lifestyle goals
- Crafted a strategy that supports relaxed, post-work life
- Offered approachable, plain-English advice
- Maintained an ongoing, trustworthy relationship
- Provided flexibility with investments and cash flow
“I feel genuinely supported by First Financial. I can ask anything, and there’s no pressure, just clear advice and real care. The money’s growing, I’m not stressed about it, and I feel completely at ease for the first time. I don’t miss work, but I’d miss the support I get from First Financial.”
CLIENT STORY
Graeme and Craig
Life Stage:
Retired and semi-retired
Background:
Referred by friends who were helped through aged care, Craig sought secure financial guidance after inheriting funds.
- Invest inheritance securely without high risk
- Maintain a modest lifestyle with confidence
- Building trust for someone new to advice
- Accessible, personalised advice
- Provided a low-risk strategy with regular income
- Reassured with steady, market-aware updates
- Established trust through responsiveness and warmth
- Delivered calm, expert support through all transitions
“We feel very secure with First Financial, the income just comes in, and we know everything is being looked after. It’s not just safe, it’s smart. We’ve recommended them to others because we genuinely believe in the team.”
CLIENT STORY
Larry and Virginia
Life Stage:
Newly retired
Background:
As retirement neared, Larry and Virginia were ready to enjoy travel, family, and freedom, without uncertainty. A friend recommended First Financial, and from the first meeting, they had a clear plan, a safety net, and people they trusted.
- Wanted to travel and enjoy retirement without second-guessing finances
- Needed a structured income plan with buffers for the unexpected
- Valued guidance that felt honest and human, not overcomplicated
- Needed people they could call and count on
- Created a reliable income stream with a set-aside safety net for the unexpected
- Gave them the freedom to travel and spend meaningfully with family
- Kept advice simple, thoughtful, and tailored to what mattered to them
- Built a lasting partnership based on trust
“We’ve travelled the world, Europe, Sri Lanka, Vietnam, without once stressing about the money. They made everything feel simple and gave us the confidence to live well. We feel secure because we know exactly where we stand, and that peace of mind means everything.”
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