What top brokers are doing to keep clients coming back

The brokerages winning repeat business in Australia's mortgage market are those that communicate before clients ask and step well outside the traditional lending remit. The 2026 Australian Mortgage Awards finalists for Best Customer Service From an Individual Office share one conclusion: AI-assisted processes should create more time for personal service, not replace it. Across all five finalist firms, structured post-settlement relationships and proactive loan-book reviews are the consistent habits behind long-term client loyalty.

Why does Bluestone Home Loans sponsor the AMA Best Customer Service From an Individual Office category?

Bluestone Home Loans sponsors the category because it sees human contact as the critical differentiator in an increasingly automated lending market. Aaron Taylor, head of sales strategy and performance at Bluestone Home Loans, frames the context directly. 'In a growing world of technology, we know the importance of human contact is greater now than ever,' Taylor says. He points to brokers who provide ongoing support as those growing their market share most strongly. Bluestone has operated since 2000 and works with more than 18,000 accredited brokers nationally. It has grown its BDM team by 25%, and the majority of deals are now assessed within four days. For premium analysis of the Australian broking market, explore Australian Broker's sponsored reports.

Why are Australian mortgage brokers placing such emphasis on post-settlement client contact?

Post-settlement contact is where repeat business is built or lost. Chris Raymond, principal broker and founder of Unconditional Finance, draws the line clearly. 'For us, customer service doesn't just end when a loan settles,' Raymond says. 'We want to focus on that customer service and continue adding value for our customers post-settlement as well.' He demonstrated that when a client's investment property complications prevented her from securing a tenant. Raymond contacted her lender, negotiated a temporary repayment hold and coordinated with the buyer's agent. Maddie Walton, founder and director of Money Lounge, sees the same shift: 'Being a broker sometimes isn't just about doing the loans and the mortgage itself. It's more about supporting your customer through the entire journey.'

How did a Money Lounge broker save a $2.1-million property transaction with 20 minutes to spare?

Walton kept a $2.1-million property transaction from collapsing after family complications and previously unknown caveats on the title emerged following formal approval. The bridging loan could not be finalised until the title issues were resolved. Walton worked with the conveyancer, obtained consent orders from two caveators, organised documents and escalated the matter with the titles authority. 'The issue was ultimately resolved with around 20 minutes to spare on settlement day,' Walton says. 'It just goes to show that going above and beyond, rather than saying, "Sorry, this has nothing to do with me," can make such a huge difference in people's lives.' The case illustrates what post-settlement commitment looks like when a deal faces collapse.

What does proactive client communication look like inside a high-performing mortgage brokerage?

Birdie Wealth, part of The Birdie Group, runs a refinancing and repricing challenge every six months. The team reviews the entire loan book and checks every client's interest rate against current market options. Keely Gregory, head of strategy at Birdie Wealth, explains the goal: 'By doing this, we're being proactive with our clients and staying ahead with the strategy because things are changing.' The review is systematic rather than reactive. Walton contacts active clients at least three or four times a week, and sometimes daily. Raymond's team at Unconditional Finance uses its CRM to trigger scheduled touchpoints but defaults to phone calls over written messages to resolve issues quickly.

How are top brokers using AI and automation without replacing personal contact?

The finalists use automation to reduce admin and free time for direct conversation. Raymond pushes his team toward calls regardless of what the CRM generates. 'Don't hide behind a computer. Don't hide behind a phone,' he says. 'You can often solve a problem with a one-minute phone call rather than an email going back and forth.' Gregory holds to the same principle at Birdie Wealth. 'Technology should support our team and buy them time, rather than taking over the customer experience,' Gregory says. 'People want a closer connection, especially with their brokers and trusted advisers.' Walton uses technology to cut administration time, then puts that time back into client contact. The model is consistent: automate the process, personalise the relationship.

Why does responsiveness matter so much to borrowers during a mortgage application?

Borrowers accustomed to real-time tracking and instant responses bring those expectations to mortgage applications. Phil Rogers, managing director and senior mortgage broker at Loan Market Edge, identifies speed as the foundation of client confidence. 'Speed equals trust in the space we operate in,' Rogers says. Brokers cannot always match real-time pace when lenders and external parties are involved, but prompt acknowledgement reduces anxiety. Rogers notes that clients sometimes thank the team simply for returning a call. Around 71% of Loan Market Edge's business last year came from existing clients or referrals. Rogers attributes that figure directly to the 'customers for life' philosophy embedded in the brokerage almost from day one of its 16-year operation.

How do advice quality and long-term thinking keep clients returning year after year?

The longest-tenured finalists treat the five-star standard as a process, not a settlement gift. Xavier Quenon, owner and founder of Go Mortgage, has applied a consistent philosophy across 20 years. 'Five-star isn't what we give someone at settlement, for instance, as a client gift,' Quenon says. 'Five-star is something that's felt throughout the entire experience.' Ben Hawley, co-founder and director of Azura Financial, follows a principle that underpins nearly 1,300 five-star Google reviews: 'You should never give a client advice that you wouldn't take yourself.' Leah Busby, founder and director of Blackfish Finance, adds her firm's guiding standard: 'Our big motto is, "Look after every client like they're your best friend."' Consistent, honest advice is what turns a first loan into a decade-long relationship.

Featured experts

• Aaron Taylor: head of sales strategy and performance, Bluestone Home Loans; specialises in flexible lending for self-employed borrowers and those with imperfect credit; works with more than 18,000 accredited brokers nationally.
• Leah Busby: founder and director, Blackfish Finance; 2026 AMA finalist, Best Customer Service From an Individual Office; based in Glenelg, South Australia.
• Ben Hawley: co-founder and director, Azura Financial; 2026 AMA finalist, Best Customer Service From an Individual Office; nearly 1,300 five-star Google reviews; existing clients are the brokerage's largest referral source.
• Keely Gregory: head of strategy, Birdie Wealth; 2026 AMA finalist, Best Customer Service From an Individual Office; Birdie Wealth is part of The Birdie Group, which includes Birdie Conveyancing, Birdie Property and Birdie Law.