Major lenders are pushing direct-to-customer digital loans, fintechs are racing to automate the entire process, and full online loan experiences promising rapid approvals are becoming the norm.
Borrowers can now access self-service apps and “five-minute finance” 24/7 – from the couch.
Yet over 76% of home loans are still introduced through mortgage brokers, a record share confirmed by MFAA. That’s because when it comes to one of life’s biggest financial decisions, home buyers still crave real, human reassurance.
One thing is clear: mortgage brokers must evolve – or risk becoming irrelevant. But evolution doesn’t mean competing with tech. It means doubling down on what tech can’t do – personalised education and human connection.
“In a digital world, brokers who lead with education and genuine connection will always stay relevant,” said Katherine Persoglia (pictured), founder of Property Before Prada and The Brokers’ Bible.
“Tech should support your business – not become it. We know that technology continues to evolve at breakneck speeds... However, we’ve seen time and time again that technology isn’t the silver bullet.”
FBAA research supports this. Eighty-six percent of broker clients trust their broker, compared to just 27% for direct lenders, and 83% say they’ll use a broker again.
While AI improves efficiency, brokers are uniquely positioned to deliver clarity, empathy and context during complex or emotional lending decisions.
“No algorithm can replace the confidence a broker gives when they explain complex lending in plain English,” Persoglia said. “AI should power your back office – you power the relationship.”
Persoglia built her brokerage around this principle – offering masterclasses, templates, and workshops that earn trust by educating clients. She has since turned this framework into customisable resources available through The Brokers’ Bible.
Whether it’s a first-home buyer session or a RE-BUILD workshop for women after separation, the goal is the same: create value and trust by showing up and educating clients.
“Pick up the phone. Host a webinar. Talk them through LMI or fixed-rate cliffs,” Persoglia said.
Drawing on the success of her own brokerage, Persoglia created The Brokers’ Bible – a suite of ready-made, fully customisable client education tools.
“The consistent success of these sessions – ranging from first-home buyer masterclasses to workshops for women rebuilding after separation – proved that education wasn’t just a value-add, it was a true business differentiator,” she said.
The Brokers’ Bible gives brokers access to resources developed over hundreds of hours, including:
Built by a broker, for brokers, these resources help professionals show up with confidence, clarity, and authority – positioning themselves as trusted experts in their communities.
