Data disruption: Why brokers must act now

Simon Bednar, CEO of Finsure Group, argues that data has shifted from background record-keeping to the core strategic asset in mortgage broking. He outlines how brokers can use structured data to improve client retention, unlock cross-selling and respond to rate movements in real time. Bednar also addresses cybersecurity obligations and introduces Finsure's proprietary platforms, including Finsure Intelligence, Wikibroker, Metanoia CRM and Sentinel.

Why is mortgage broker data strategy now central to business growth?

Simon Bednar, CEO of Finsure Group, says the industry has reached a turning point where data drives the business itself, not just supports back-office functions. 'Data is no longer a by-product of doing business; it is the business,' Bednar wrote. 'Brokers who treat data as a strategic asset will be better positioned to retain clients, identify opportunities and compete in an increasingly AI-driven marketplace.' That shift repositions brokers from reactive service providers to proactive advisers who anticipate client needs before problems arise. Brokers who build structured systems around their data can personalise communications, spot opportunities and respond to market changes faster than those still relying on spreadsheets and memory. The question is no longer whether data matters, but how quickly a broker acts on it.

How can brokers use data to reduce client churn and improve retention?

Fixed-rate loan expiries are one of the clearest practical applications of a mortgage broker data strategy. Bednar notes that brokers who actively mine their existing customer base can identify clients approaching the end of fixed-rate periods and engage them well before rollover occurs. 'Brokers who adopt a structured, data-driven retention strategy are better positioned to be present through the entire customer life cycle, rather than relying on transactional interactions,' Bednar wrote. That means building systems that trigger personalised communications, whether a refinance discussion, a loan structure review or a broader financial health check. Brokers who wait for clients to make contact first are effectively ceding the relationship. Retention is won between transactions, not during them.

What cross-selling opportunities does a structured data strategy unlock for brokers?

A well-maintained dataset can reveal when a client may benefit from additional products, including personal loans, asset finance or commercial lending. Bednar is direct on the point: diversification is no longer optional. 'As I've repeatedly said, diversification is no longer optional for brokers looking to grow sustainably. Data is what makes that diversification targeted and effective, rather than opportunistic,' he wrote. Demographic analysis adds another layer. Brokers who examine loan size, property type, income levels and geographic distribution can refine their marketing and identify genuine gaps in their portfolio. Structured data converts general market awareness into specific, actionable leads across the full range of financial products, making growth a system rather than a matter of chance.

How should brokers respond to Reserve Bank of Australia cash rate movements using data?

Brokers with strong data capabilities can respond within hours of a Reserve Bank of Australia announcement rather than waiting for clients to call. Bednar explains that identifying which clients hold variable-rate loans allows for timely, relevant outreach that reinforces the broker's role as a trusted adviser. 'When the Reserve Bank of Australia announces a cash rate movement, brokers with strong data capabilities can immediately identify which clients are on variable rates and likely to be impacted,' he wrote. In a competitive market, that speed of response is often the difference between retaining and losing a client. Rate movements are one of the most predictable triggers available to brokers, and a good database turns them into a retention tool.

What cybersecurity steps must brokers take when managing client data?

Cybersecurity is a fundamental business priority, not a technical afterthought. Bednar outlines practical steps that every broker should have in place: all devices used for business purposes must be secure, regularly updated and protected by appropriate security software. Multi-factor authentication should be standard across all systems, and staff training on phishing attacks and common threats is non-negotiable. 'Brokers who fail to take it seriously are not only exposing themselves to financial and reputational damage but also putting their clients at risk,' Bednar wrote. Data encryption, secure cloud storage and routine system audits round out any baseline strategy. As the value of client data grows, the risk of its compromise grows with it, and the broker, not just the bank, is now firmly in the crosshairs.

What platforms has Finsure built to turn data into actionable intelligence for brokers?

Finsure has invested in a suite of proprietary tools built on its data infrastructure. The Infynity CRM platform delivers insights across the full lending spectrum. In 2025, Finsure launched Finsure Intelligence, a data warehouse that aggregates and enriches information from a wide range of industry sources to identify emerging trends and develop AI-driven tools. From that platform came Wikibroker, a next-generation lender policy selection tool. Proprietary AI tools will also be embedded in the upcoming Metanoia CRM. 'If people are at the heart of Finsure, data is the brain,' Bednar wrote. 'The brokers who turn information into actionable intelligence will deliver better client outcomes, stronger retention and more sustainable long-term business growth.' Each platform addresses a distinct gap in the broker workflow.

How is Finsure using data to detect and prevent fraud across its broker network?

Finsure's Sentinel platform is an in-house AI tool built to identify suspicious and hidden relationships between brokers and referral partners. Bednar says the depth and breadth of Finsure's data allows its team to spot patterns and anomalies that may indicate fraudulent activity. Once identified, a proactive approach is taken to mitigate risk and protect brokers' businesses. Bednar also calls for broader industry collaboration. 'Combating sophisticated fraud is not something any single organisation can do in isolation,' he wrote, adding that banks, aggregators, regulators and industry bodies must share insights and intelligence more effectively. Finsure's network spans more than 4,000 brokers and manages a loan book exceeding $175 billion, giving its fraud-detection systems a data foundation that few aggregators can match.

Featured expert

Simon Bednar: CEO, Finsure Group; Finsure established 2011; one of Australia's largest mortgage broking groups; network of over 4,000 brokers; loan book exceeds $175 billion; international presence across technology-enabled aggregation.