The Finest Mortgage Brokers in Australia

The constructing blocks for a dealer’s profession are customer support, in response to trade consultants.

Peter White, AM, managing director of the Finance Brokers Affiliation of Australasia (FBAA), says, “Analysis tells us that brokers who earn the belief of their prospects by means of glorious service have purchasers for all times, and this repeat enterprise is important to success.”

There have been some difficult elements during the last 12 months for brokers, akin to clawback, as a CoreData dealer ballot commissioned by the FBAA discovered that 94% of mortgage brokers had settled loans affected by clawback in 2024.

“The challenges of mortgage brokers mirror these of shoppers, like rising property costs and the buffer fee, which proceed to restrict the borrowing capability of some prospects, together with those that can afford the repayments,” provides White. “Brokers have to be well-researched to satisfy these challenges and do an incredible job.”

There may be additionally robust competitors between brokers, as their market share of the mortgage market is 77%, that means that constructing long-term loyalty is essential.

The Mortgage and Finance Affiliation of Australia’s (MFAA) Worth of Mortgage and Finance Broking 2025 report reveals that 72% of a dealer’s enterprise comes from current prospects or referrals.

Anja Pannek, CEO of the MFAA, explains, “Extremely trusted brokers play that important function of being an educator, making certain their homebuyer purchasers perceive their monetary scenario after which helping them to turn into finance-ready.”

One of the best brokers are additionally going past residence loans and perceive their purchasers’ higher wants. “This might contain providing different providers akin to asset or business finance or having a referral relationship with a brokerage that specialises on this space,” provides Pannek.

Australian Dealer’s inaugural 5-Star Brokers 2025 obtained 1000’s of nominations, with the winners decided after being judged by a broad and numerous pool of trade advisers. The winners’ record spotlights these brokers who exemplify excellent ardour, dedication and a client-first mindset.

An evaluation of the explanations given by AB’s nationwide readers on what they worth most of their brokers created an attention-grabbing profile of what it takes to ship shopper satisfaction in 2025.

1. Experience and strategic monetary information

Shoppers constantly prioritise brokers who possess:    

• deep product and market information, together with understanding of macroeconomic elements and funding methods
  
   

• technical ability in structuring complicated loans, particularly for buyers, small enterprise homeowners and “non-standard” instances
  
   

• strategic pondering: purchasers need brokers who can plan not only for the current deal, however for long-term monetary targets
  
   

• academic functionality: brokers who clarify complicated monetary matters in layman’s phrases are extremely valued

Key phrases: “educated,” “strategic,” “funding savvy,” “mortgage structuring,” “explaining complicated matters”

2. Distinctive communication abilities

Communication was one of the crucial recurring themes. Shoppers search for brokers who:   

• are accessible and responsive, even outdoors enterprise hours
  
   

• can translate monetary jargon, particularly for first-time consumers or financially anxious purchasers
  
   

• preserve ongoing contact, together with post-settlement help and check-ins

Key phrases: “availability,” “readability,” “responsive,” “follow-up,” “ongoing engagement,” “communication”

3. Authenticity, belief and care

Shoppers are drawn to brokers who:    

• present real care and deal with them like individuals, not numbers
  
   

• construct belief and rapport by means of honesty, empathy and emotional intelligence
  
   

• exhibit integrity and transparency, even when delivering troublesome information

Key phrases: “belief,” “real,” “care,” “integrity,” “empathy,” “like household,” “goes above and past”

4. Consumer-centric personalisation

Patrons worth brokers who:    

• provide tailor-made recommendation based mostly on particular person monetary circumstances and life targets
  
   

• perceive every shopper’s “why” and construct methods accordingly
  
   

• are proactive in reviewing and updating mortgage methods to maintain in alignment with the shopper’s altering wants

Key phrases: “tailor-made,” “particular person targets,” “customised,” “private technique,” “reviewing loans frequently”

5. Persistence and problem-solving

Shoppers deeply recognize brokers who:    

• push laborious to get offers over the road, particularly for troublesome lending situations
  
   

• present willpower, creativity and adaptability when dealing with obstacles
  
   

• don’t quit simply and as a substitute discover workarounds and options

Key phrases: “goes into bat,” “above and past,” “assume outdoors the field,” “discover a manner,” “overcome points”

6. Group and ongoing help

Shoppers worth brokers who:   

• foster long-term partnerships, positioning themselves as extra than simply one-time service suppliers
  
   

• create a community-like surroundings the place purchasers really feel supported and knowledgeable
  
   

• present ongoing training, helpful instruments (akin to budgeting apps) and common updates as added worth

Key phrases: “group,” “continued help,” “check-ins,” “instruments,” “monetary literacy,” “academic sources”

 

1. Service high quality is extra vital than value or product selection

Conclusions:    

• Human-centred service (communication, responsiveness and buyer care) is extra extremely valued than tangible elements like value or product breadth.
  
   

• Shoppers need brokers who’re engaged, educated and simple to work with, not simply those that discover the most cost effective fee.
  
   

• Pricing is least vital, suggesting purchasers could settle for larger prices if the service and belief are robust.
  
   

2. Shoppers belief and depend on their dealer’s steering

Conclusions:   

• 96% of purchasers both fully rely on the dealer or collaborate to decide on the lender.
  
   

• Solely a tiny minority proactively select lenders on their very own.
  
   

• This reinforces the significance of belief and experience within the broker-client relationship.
  
   

• Brokers aren’t simply facilitators; they’re advisers and decision-makers for many purchasers.
  
   

3. Shoppers choose private connection over purely rational elements

Conclusions:    

• The private relationship with a dealer is extra vital than on-line instruments or DIY approaches.
  
   

• Shoppers choose guided, human interplay, much more than charges or mortgage phrases.
  
   

• Model recognition and moral practices matter much less, although they’re nonetheless related to a smaller phase.
  
   

• Emotional belief and reassurance in a dealer seem to outweigh purely logical concerns.
  
   

 

For finance strategist Rachael Howlett, the previous 12 months have been among the many most dynamic of her profession.

She has contended with fluctuating rates of interest, evolving lender insurance policies and rising cost-of-living pressures on on a regular basis Australians, all whereas greater than doubling her quantity.

“Strategic pondering was completely important. Shoppers had been understandably feeling unsure, and it turned my mission to be their regular hand, translating complexity into readability and serving to them transfer ahead with confidence,” she explains. “The problem wasn’t nearly securing finance; it was about restoring a way of management and chance for individuals navigating unpredictable occasions.”

 

Responsiveness is the second largest precedence for patrons in response to AB’s knowledge and can also be a part of Howlett’s model. She takes pleasure in being accessible and proactive by replying to all shopper queries throughout the similar enterprise day, typically inside hours. Howlett says, “Whether or not it’s a fast replace or a fancy query, I would like my purchasers to know they’re by no means left questioning.”

Staying throughout lender coverage and product adjustments is non-negotiable for Howlett, who prioritises ongoing skilled growth, whether or not it’s attending webinars, lender coaching or trade workshops or collaborating with different brokers to share insights.

A part of her week is blocked out for a deep dive into product updates and coverage shifts. “That’s so I can guarantee each suggestion I make isn’t solely compliant, however strategic. In such a fast-moving area, being forward of the curve is how I shield my purchasers’ greatest pursuits.”

As founding father of his personal agency, 5-Star Dealer Khan Bungate commits to a punishing schedule. He says, “The final 12 months have been an enormous progress part. I’ve put within the hours – early mornings, late nights and each weekend – to construct one thing that delivers actual outcomes for my purchasers, not simply tick-box approvals. It’s been a troublesome lending surroundings, and the most important problem has been navigating a market the place the goalposts are always shifting.”

The problem has been made tougher with borrowing capability being tighter, lender insurance policies stricter and complicated offers requiring extra time and extra care; nonetheless, Bungate feels that is the place he excels. He leans into troublesome situations and takes possession of outcomes.

“If there’s a manner ahead, I’ll discover it, and I’ll ensure it’s the precise manner ahead for the shopper’s targets, not only a short-term repair,” he says. “That’s what units the inspiration for long-term success for them and for me.”

 

A part of Bungate’s manner of working sees purchasers solely work with him and never being handed off. He’s ably assisted with a again workplace however takes the lead on all shopper interplay.

“It’s not nearly replying quick; it’s about ensuring my purchasers really feel supported and are by no means left guessing,” he provides. “Clear, constant communication is without doubt one of the primary causes my purchasers belief me, particularly after we’re coping with complicated or time-sensitive offers.”

Eager to maintain providing purchasers worth, Bungate takes a eager curiosity in fee adjustments, area of interest lender choices and servicing fashions. He additionally stays in common contact with BDMs, aggregators and different high-level brokers to remain forward of what’s coming.

For him, it’s about always studying, testing, and refining his strategy. He says, “I don’t simply learn the insurance policies; I search for methods to use them extra strategically for the shopper. The sharper I keep, the extra worth I deliver, and that instantly impacts how far I can take my purchasers’ success.”

Turning issues on their head, George Mylonakis has relished the trade challenges which have hit the trade.

“Over the previous yr, it has been a rewarding expertise serving to purchasers navigate the challenges of a altering property and finance market,” he says. “One of many largest challenges has been managing shopper expectations in response to those shifts. It’s been about discovering the precise steadiness between optimism and realism, whereas offering clear, sincere recommendation to help knowledgeable and assured decision-making.”

Responding to purchasers inside 4 hours or on the identical enterprise day (based mostly on standing and urgency), whether or not it’s by way of textual content, telephone or e mail, is one other initiative Mylonakis has carried out.

He provides, “To me, being responsive isn’t nearly replying quick or giving a solution with out a lot element; it’s about acknowledging the shopper and protecting them nicely knowledgeable each step of the best way.”

 

Driving ahead and including new experience is a spotlight for Mylonakis, who’s at present finishing a Diploma of Monetary Companies (Business and Asset Finance) by means of the Institute of Strategic Administration.

Each week, he additionally dedicates time to reviewing present lender insurance policies from panel lenders and researching new or rising lenders available in the market. “I additionally take pleasure in and frequently take part in trade occasions hosted by MFAA, our aggregator LMG, together with webinars and catch-ups with our lender companions,” he says. “I’m at all times looking for to remain educated and aligned with present markets to offer continued holistic and well-informed recommendation to my purchasers.”

Showcasing the requirements that Geoff Neilson has set at this agency, new or current purchasers can count on a response inside 24–48 hours of constructing contact.

Sustaining this has enabled the agency to repeatedly drive enterprise by way of referrals. “There isn’t a higher strategy to obtain new enterprise than by means of ‘word-of-mouth’ from individuals who have handled Joslan Monetary and skilled the standard and repair stage we offer,” says Neilson.

Advocating for purchasers is one other of the agency’s fundamentals. This stays the identical regardless of whether or not they’re looking for a house mortgage or a fancy business finance facility.

 

Neilson explains, “We preserve a candid and sturdy communication course of whereby every shopper is concerned within the decision-making course of as to which lender they finally choose to offer their monetary answer.”

The final yr has created a panorama with a sequence of hurdles, which embrace sustaining trade compliance necessities (NCCP Lending Guidelines and Rules, and so on.), the NSW Authorities making use of a payroll tax to dealer commissions on account of Income NSW making use of an extension of the related “contractor provisions” to aggregators that function throughout the market, and likewise coping with continued uncertainty round clawbacks. Joslan Monetary has additionally needed to handle and take care of the elimination of some prime White Label Mortgage Merchandise from their product providing.

The largest issue for purchasers in selecting and staying with a dealer is service. That is the place brokers can actually transfer the needle and turn into valued companions. Nonetheless, there are other ways of delivering success.

“To me, it’s about anticipating wants earlier than they’re spoken. It’s about creating an expertise that’s not simply transactional, however transformational. I take the time to really perceive my purchasers’ targets, worries and life context, after which I present up with options, empathy and follow-through,” says Howlett.

Whereas for fellow 5-Star Dealer Mylonakis, consistency is paramount, and fulfilling purchasers’ wants with professionalism, respect and effectivity. “It entails being reliable and responsive whereas ensuring each interplay is welcoming and places the shopper relaxed. It additionally means addressing any issues promptly and sustaining open, sincere communication all through the method.”

And the cornerstone for Bungate is a transparent plan, robust communication and a real funding in serving to purchasers succeed. He provides, “I’ll at all times go the additional mile for purchasers so long as they’re prepared to satisfy me midway. Particularly on complicated offers, I would like purchasers to be responsive and upfront and belief the method. In the event that they’re in, I’m all in. I’ll typically work by means of the evening if I’ve to, however I gained’t compromise on doing it proper.”

 

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