Son Pham (pictured), managing director of Rethink Financing, said the Sydney firm surpassed $1 billion in annual settlements in 2025, a milestone he said reflected more than the figure itself.
Pham became a broker in 2010 as a complementary service for his financial planning clients, before mortgage and lending work became the core of his business by 2017, when he took on leadership of Rethink Financing's mortgage and finance division.
"That was a significant milestone, but what made it meaningful was not simply the settlement figure," Pham said. "It represented thousands of conversations, difficult credit scenarios, long working hours and the combined efforts of our brokers, credit analysts, and support team."
As the business scaled, reaching the $1 billion figure required moving away from reliance on individual expertise, Pham said.
"The biggest lesson for me was that sustainable growth cannot be built around individual heroes," he said. "It requires a capable team, clearly defined responsibilities and people who genuinely care about the client outcome."
Pham said artificial intelligence and automation would play a growing role in the industry but should support rather than replace brokers' work.
"I see these technologies as tools to improve data collection, compliance, loan packaging and client communication," he said. "They should remove low-value administrative work, not replace the broker's responsibility to exercise judgement and provide personalised guidance."
Pham encouraged newer brokers to prioritise credit knowledge over sales skills early in their careers, and to seek mentoring.
"Find a strong mentor and surround yourself with experienced people," he said. "The first few years should be treated as an apprenticeship."
Pham added that reputation should guide every recommendation.
"Never recommend a loan simply because it is easier to obtain or pays a higher commission. Focus on the client's long-term interests and be willing to tell them when a proposed transaction is not appropriate," he said.
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