Mortgage broking can be seen as a numbers game. Clients want the best deal on what’s usually the biggest investment of their lives, and brokers want to secure that deal as quickly and efficiently as possible. With fluctuating interest rates and cost-of-living pressures dominating conversations in Australian households, it’s easy to become fixated on chasing the lowest rate.
But is focusing solely on the rate giving your clients the best outcome? Or is it time to shift the model and deliver a truly client-first experience?
At Eminence Finance Group (EFG), ‘client-first’ isn’t just a catchphrase. It’s the foundation for long-term financial success—for both clients and brokers.
After immigrating to Australia and rebuilding my career from the ground up, my own journey into mortgage broking gave me a deep understanding of the stress and uncertainty people face when making major financial decisions. That personal experience fuels our mission: to deliver proactive, professional advice in an industry where the process often feels overwhelming.
Customer service matters industry-wide
The Australian mortgage landscape has undergone significant changes. Today, brokers account for 76.8% of all new residential home loans (March 2025 quarter). This reflects the trust Australians place in brokers to help them navigate a complex lending environment and access a wide range of products.
With that trust comes responsibility. As brokers, we’re not just facilitating transactions, we’re also providing valuable insights. We’re making decisions that shape people’s financial futures. Given that mortgage broking has a multi-billion-dollar impact on the national economy each year, the service we provide needs to extend well beyond interest rates.
Yes, competitive rates matter. But the real value lies in understanding each client’s unique goals and providing end-to-end support, even post-settlement. A loan that isn’t reviewed or optimised over a 20- to 30-year term can have a huge impact on a client’s long-term lifestyle and financial security.
How customer service drives mortgage broking success
We know that repeat business and referrals are the primary avenues for generating new leads and business. So, how do you consistently generate new leads? If you’re thinking, “It comes down to the service I provide,” you’d be correct.
Nearly 40% of Australians change addresses every five years, and around one in five Aussie homes have been purchased since 2019. This creates a constant pipeline of opportunity, but only if you stay front-of-mind.
Capturing repeat and referral business is key to a successful mortgage broking business, but it isn’t simply about volume. It’s about the quality of service and the lasting relationships we build with our clients.
Since EFG launched in February 2023, we’ve achieved remarkable growth, with our portfolio increasing by 217% to a total of $91 million in just two years. We’ve also seen a phenomenal 98% client retention rate. This didn’t happen by chance; it’s the result of a deliberate, client-centric strategy that focuses on what we call the ‘effortless edge’.
Ready to implement an effortless edge into your customer service strategy?
1. Proactive client care
Stay in touch with your clients before, during, and long after the loan settles. Anticipate their needs. Provide timely updates. Always have an answer, even if it’s just “we’re working on it.”
We’ve built this approach into our 48-hour response time commitment, helping clients act quickly and make informed decisions.
Our proactive 18-month financial health checks have become a cornerstone of our service model. These reviews help identify refinancing opportunities, consolidate debt, and enable property portfolio growth, saving some clients over $37,000 per year.
2. Personalised service through technology
Communicate with clients in the way they prefer, whether that’s phone, email, or face-to-face. Use templates to streamline your workflow, but tailor every interaction to the individual.
Our CRM system tracks every client milestone and preference, eliminating repetition and ensuring a consistent, personalised experience. Clients don’t need to repeat themselves or chase updates.
Technology isn’t about depersonalisation—it’s about efficiency. Tools like online document signing and paperless communication streamline processes, making clients feel like a priority. With brokers now engaging three times more through digital platforms than face-to-face, embracing these tools is essential for staying responsive and accessible.
3. Clear communication and education
Financial concepts can be daunting. Take the time to explain things in plain language. Use resources such as fact sheets, calculators, or follow-up emails to help reinforce understanding.
Your goal is to make every client feel heard, understood, and empowered to make informed decisions.
Shifting your focus to long-term client relationships means recognising that loan settlement is just the beginning. Proactive reviews, regular check-ins, and ongoing support help ensure your clients’ investments continue to meet their evolving needs.
While some brokers focus solely on rate, you can stand out by prioritising genuine relationships and holistic financial outcomes. This approach has driven our growth and, more importantly, delivered a stress-free, rewarding experience for our clients.
