Broker spotlight: Donna Campbell on navigating uncertainty

Australian Broker’s Spotlight Series is back, shining a light on standout professionals across Australia’s finance and broking industries. 

This time we caught up with Donna Campbell, mortgage broker and franchise owner at Mortgage Choice South Morang in the Melbourne area. 

Campbell has more than two decades of experience in Australia's broking industry. She's also an award winning broker, most recently taking home the Mortgage & Finance Association of Australia's (MFAA) 2026 Victoria and Tasmania State Excellence Awards for "Community Champion" in June. A month later, she was one of two recipients for the same award at the national level. 

Against a backdrop of increasingly volatile market conditions, Campbell shares how she navigates uncertainty and supports her customers through times of change. 

"The world changes all the time and in ways we have no control over," the broker told Australian Broker. "What we do have some control over is the relationship we have with our customers. So it's important that we nurture them and understand what is important to them so we can help them navigate the uncertainty."

We sat down with Campbell to hear more about her journey, the secrets behind her success and her perspective on an increasingly volatile lending market. 

The following interview has been edited for grammar and clarity.    

AB: Tell us about yourself. What's your background? And how did you become a broker? 

DC: Before I became a broker, I worked at Commonwealth Bank of Australia (CBA). I started in 1987 as a postage clerk and worked my way up to a mobile lender. In September 2007, I made the leap and started my broking business with Smartline, which is now Mortgage Choice.

AB: What's the secret to your success? Why do you think you've been successful as a broker? And what can competitors learn from you? 

DC: My secret is being able to listen and empathize with my clients, being interested in the direction they want to go. Not only that, I'm extremely passionate about giving back and serving as a national and Victorian chairperson of the Mortgage Choice Charity Foundation (MCCF). I love helping people, whether that be through the MCCF, or mentoring young brokers who come into the industry. I think it's important to take a step away from writing loans to help vulnerable members of our community. Not everything we do as brokers should be about financial reward. Being kind and empathetic can be even more rewarding.

AB: What are your thoughts on Australia's loan and property markets as we enter the back half of 2026? Are you seeing more activity or less than a year ago? What are some of the challenges you're facing as a broker in this environment? 

DC: The property market has definitely changed from a year ago due to the budget changes in relation to investors and self-managed super funds (SMSFs). I am seeing first-time homebuyers are starting to come back into the market, as well as refinancers. As a broker in this market, it's important to be proactive rather than reactive. You need to stay close to your clients and keep in touch with them regularly as a broker to understand whether their loan still meets their needs.

AB: With rate hikes this year (and potentially more on the way), inflationary pressures and the continued threat of global uncertainty, how do you navigate these volatile times? And how do you help brokers prepare for this?

DC: The world changes all the time and in ways we have no control over. What we do have some control over is the relationship we have with our customers. So it's important that we nurture them and understand what is important to them so we can help them navigate the uncertainty.