For Brett Miller (pictured), director and mortgage broker at Loan Market in Adelaide, the hardest lessons in broking weren't about rates or policy; they were about learning to separate genuine care from personal failure.
Miller, named among the Standout 5-Star Brokers 2025 by Australian Broker, said the emotional demands of the job hit hard during tough market stretches early in his career.
"I struggled with the sheer emotional toll of the job and used to take every setback personally," he said.
"I was and still am happy to wear the client stress on my shoulders because I didn't want to treat every client like a number, caring fiercely is what makes a great broker. However, carrying every pain point as a personal failure simply isn't sustainable."
The breakthrough came when Miller stepped back and reframed how he measured success in difficult situations.
"I realised that it isn't the end of the world when an ideal outcome isn't reached immediately, or something happens beyond your control," he said.
Miller found that transparency and visible effort, rather than guaranteed outcomes, were what mattered most to clients.
"When you show genuine care, communicate transparently, and demonstrate that you've exhausted every possible avenue, (most) clients don't blame you," he said. "They see the effort, appreciate the empathy, and recognise that you are truly in their corner."
Miller's grounding in the industry began years before these lessons took hold. He entered broking almost by accident in 2018, meeting the owners of an Aussie Home Loans franchise at a university careers event. He spent two years as their PA before moving into a broker role, starting out as a loan processor.
"Starting as a loan processor was the best thing as it gave me such valuable knowledge and was basically my 'apprenticeship,'" Miller said.
Miller's advice to those entering the industry centres on environment as much as effort.
"My biggest advice is for any new to industry broker is to start within a team, but most importantly within the highest volume brokerage you can find," he said. "A high tide raises all boats."
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