Australian Broker is back with its spotlight series, where we highlight standout professionals in Australia’s mortgage broking and finance industry.
Today, we’re spotlighting Mark Wilson, a broker relationship manager at Melbourne-based VA Platinum. The firm works with Australian businesses, including mortgage brokers, to help them with offshore staffing support and to lighten the load as they grow.
With nearly 20 years of experience in the financial services industry, Wilson shares how VA Platinum supports broker growth, adapts to their evolving needs and how AI and technology are reshaping the way brokers operate and engage support.
The following interview has been edited for grammar and clarity.
MW: I've worked in financial services for many years, starting with a long tenure at Commonwealth Bank (CBA), where I managed retail lenders. I later moved to ME Bank in a similar leadership role, before transitioning into the Mortgage Broking industry. I then led a successful Melbourne-based brokerage with a large broker network and an onshore support team. That experience gave me a clear understanding of how well-managed support staff can dramatically improve broker efficiency and scalability. It was this insight that led me to explore offshore staffing and ultimately take on a role at VA Platinum as a business development manager over four and a half years ago. In my current role, I work closely with a wide range of brokers, helping them build, integrate and manage dedicated offshore teams based in the Philippines.
MW: My experience managing both a brokerage and teams in the retail lending space has given me a deep understanding of what it takes to deliver great client outcomes. I draw on that background daily to support brokers, not just in staffing, but in refining their processes, improving client experiences and identifying scalable ways to grow their business.
MW: VA Platinum provides brokers with a full-time, dedicated offshore team member who is integrated into their business. This team member can assist with loan processing, admin, marketing support or other critical tasks. We don’t just recruit and place staff. We co-manage them. This includes compliance oversight, ongoing training, development and day-to-day support. Our model allows brokers to focus more on income-producing activities while feeling confident that their team is supported, trained and aligned with their business goals.
MW: Brokers often hit a natural ceiling in solo mode, typically maxing out around $20 million to $30 million in annual settlements. At VA Platinum, we help break through that ceiling. By embedding dedicated offshore staff into their workflow, we remove bottlenecks like admin overload and compliance burden, freeing them up to focus on income-producing activities and client relationships.
MW: There’s no single secret. But three things stand out. One, hiring the right person for the role. Two, providing structured onboarding, training and support. Three, freeing up the broker's time to focus on clients and growth. We bring a consultative approach to offshoring. It’s not just about filling a seat. It’s about building long-term capability inside our clients’ businesses.
MW: We support brokers through our pillars of success. That includes, one, "The Ultimate Guide to VA Outsourcing." That's a video resource from our Chief Executive Officer Brian Jones, sharing best-practice insights on offshoring and working with Filipino professionals. Second, we have the "What Success Looks Like" tool. It's a dual rating KPI framework that aligns broker expectations with staff performance. Third are our procedures and job-role documentations that encourage brokers to build repeatable processes that scale. Fourth, is the internal resource hub. It's a library of best-practice tools for both clients and staff. Finally, our impact-review surveys help track value, identify gaps and ensure continuous improvement.
MW: The benefits are cost savings up to 70%, compared with onshore hires. Also, co-management. We provide operational excellence, including recruitment, HR, IT, hardware and support, and information security, so you can focus on day-to-day workflow. There's also training and development. Staff receives initial and ongoing upskilling from our in-house team. We have aligned ours. Our team works Australian business hours. And we have secure work environments. Our offices are paper-free, with no mobile access and strict data security protocols.
MW: Absolutely. We’ve seen a clear increase in demand for offshore support. Rising costs and staffing challenges have driven more brokers to explore alternatives to traditional hiring. Additionally, endorsements from aggregator groups have helped validate the model and give brokers confidence in our compliance and security standards.
MW: Technology and AI are reshaping the broker space, particularly in how admin, compliance and lender policy complexity are managed. While CRMs now automate parts of the workflow, lenders are demanding more accurate, higher-quality, first-touch submissions. At VA Platinum, we’ve always focused on empowering offshore teams through robust training and systems. We’re now exploring how AI can enhance these workflows: reducing errors, improving speed and helping brokers align submissions more effectively with lender policies, without adding extra overhead.
It’s not about replacing people. It’s about supporting them. Whether it’s smarter document prep, streamlined email workflows or tools to help match client scenarios with lender policies more quickly, the aim is to improve outcomes without increasing workload. The result is faster turnaround times, stronger compliance and fewer back-and-forth issues with assessors. Ultimately, AI in broking isn’t just about doing more. It’s also about doing better with the same resources.
MW: Brokers are scaling smarter, starting with a loan processor, then adding a credit analyst or admin support specialist. There’s also a growing appetite for support beyond loan processing, including marketing, email management and database re-engagement. Some brokers trial a generalist support staff member first, then quickly ramp up as they see the return on investment. This shift reflects a broader trend: brokers are thinking like business owners, building teams and systems that allow them to grow without burning out.
