“Home loans aren’t numbers to us. They’re real people’s lives. They’re real people’s dreams, and we don’t take any of that for granted”
TONY MACRAE, BLUESTONE HOME LOANS
“At least three times a month we have a different BDM come out to our office, take the entire team out and run us through the latest policy niches”
SARAH COX, TWO BROKER GIRLS
“At Infinity, we believe exceptional customer service isn’t just about waiting for problems; it’s about building systems that prevent them”
RACHAEL HOWLETT, INFINITY GROUP AUSTRALIA
“We created what we call a CAPTA education program because migrants that are now either permanent residents or citizens need to understand the differences between investing in Australia compared to their country of origin”
ALVIE OLIVEIRA,
CAPTA FINANCIAL
In Partnership with
Building raving fans through service
AMA finalists reveal strategies for outstanding client experiences that drive repeat business and referrals
Read on
Tony MacRae
Bluestone Home Loans
David Brown
Pinnacle Finance Hub
Sarah Cox
Two Broker Girls
Elouise Dooley
Two Birds One Loan
Industry experts
THE MORTGAGE INDUSTRY has long recognised that exceptional customer service distinguishes market leaders from the rest. The finalists for the 2025 Australian Mortgage Awards Best Customer Service from an Individual Office category demonstrate that building lasting client relationships requires more than processing loans – it demands creating experiences that turn customers into advocates.
“Home loans aren’t numbers to us. They’re real people’s lives. They’re real people’s dreams, and we don’t take any of that for granted,” said Tony MacRae, chief commercial officer at Bluestone Home Loans, sponsor of the award this year. MacRae believes exceptional service built on empathy, expertise and genuine care is essential to the industry.
The most compelling examples of exceptional service often emerge during challenging circumstances when brokerages choose to prioritise client outcomes over convenience.
Sanjay Pradhan, director and mortgage broker at SecurePath Finances, recalled managing a complex first home buyer transaction ahead of the Christmas holidays while travelling internationally, coordinating across seven-hour time differences to ensure timely approval and settlement by 20 December. Despite a modest loan amount, Pradhan’s dedication resulted in the customer becoming a referral source who has provided six or seven new clients over subsequent months.
This experience demonstrates how exceptional service in individual cases can generate ongoing business growth. The key to preventing such situations from becoming overwhelming, according to Pradhan, lies in setting clear expectations up front and implementing structured client contact processes through automated systems.
“Sometimes there are clients that don’t necessarily fall into this process, and they’re not so tech savvy. This example highlights the high level of customer satisfaction achieved by just being a little bit adaptable and pushing yourselves to do things a little bit differently and really adapt to your clients’ challenges,” said Dooley.
Systems that prevent problems before they arise
Other leading brokerages have also moved beyond reactive service models to systems that anticipate client issues and head them off.
“At Infinity, we believe exceptional customer service isn’t just about waiting for problems; it’s about building systems that prevent them,” said Rachael Howlett, finance strategist at Infinity Group Australia. Her company’s CRM system includes critical risk alerts that automatically flag potential issues before they become crises.
Howlett shared an example of where Infinity’s system identified a bank valuation shortfall days before settlement, triggering an immediate coordinated response from broker and support teams. The approach includes automated milestone alerts, daily pipeline reviews and clear escalation pathways, contributing to a 95% client retention rate and 76% growth in loan volume.
The technology integration also extends to comprehensive client support systems. “We also offer Australia’s broadest financial services all under one roof – we hold both a full credit licence and an AFSL [Australian Financial Services Licence], managing over $5 billion in assets,” said Howlett. Infinity’s subscription program provides personal financial training with annual reviews, accountability check-ins and real-time portal access, which could explain why 95% of clients stayed with the brokerage in the 2025 financial year.
The challenge of maintaining high-touch service while growing business volume has prompted leading brokerages to develop sophisticated systems and processes.
“One of the things that makes our customer service truly different is that we don’t just aim for customer service – we aim for raving fans,” said Peter Vassilis, managing director at Black and White Finance. His company developed its approach through a two-day off-site conference focused on delivering “11 out of 10 experience” as its minimum standard.
Complex restructuring cases also showcase the industry’s commitment to client outcomes. Elouise Dooley, founding director at Two Birds One Loan, described working with two business partners whose 20-year-old loans had become problematic, with high rates, crossed securities and complex structures affecting their financial position.
Dooley’s team adapted their communication style for these clients, who weren’t technologically sophisticated and had been frustrated by previous experiences. The solution involved face-to-face meetings and patient restructuring of their entire loan portfolio.
Its systematic approach includes visual client journey maps and proactive updates ensuring clients never need to chase progress reports. Each customer receives a dedicated case manager who maintains contact from application through settlement and beyond, with structured follow-ups at predetermined intervals.
Vassilis emphasised the brokerage’s commitment to client education and empowerment: “We don’t just keep the knowledge to ourselves. We turn it into explainer videos, blogs, podcasts, and we try to empower our database … so they can all make confident decisions,” said Vassilis. This knowledge sharing has contributed to 100% customer satisfaction across all platforms and zero complaints.
Different brokerages have developed unique approaches tailored to their specific client demographics and needs.
“Capta is a little bit different. We cater to migrants on the pathway to permanent residency or citizenship in Australia,” said Alvie Oliveira, founding director at Capta Financial. His company created a comprehensive program starting with its “catering system” that supports future clients through webinars, seminars and weekly educational videos, often delivered in clients’ native languages.
The multistage process demonstrates long-term relationship building. “We created what we call a CAPTA education program because migrants that are now either permanent residents or citizens need to understand the differences between investing in Australia compared to their country of origin,” said Oliveira. CAPTA’s comprehensive approach has enabled remarkable client success stories, with one client progressing from the catering program in 2017 to approval for their eighth property recently.
Many brokerages feel that exceptional service should be a given. “We don’t think that we particularly go above and beyond; it’s just how we operate,” said Sarah Cox, owner and manager at Two Broker Girls. “We don’t think that we do anything exceptional … we just love our clients, and we love what we do.”
The firm has grown quickly in the last two years, with its regional Victorian location enabling regular BDM visits and face-to-face relationship building with lenders, creating stronger partnerships that benefit clients.
Cox described the brokerage’s community-focused approach: “We’ve hired an office manager who also runs all of our social media and is stepping us out into more community-minded events. So we’re doing a lot more fundraising, getting active in local sporting events.” This community integration creates multiple touchpoints with potential clients while demonstrating genuine local commitment.
The regional advantage extends to maintaining quality relationships with lenders and clients alike. “At least three times a month we have a different BDM come out to our office, take the entire team out and run us through the latest policy niches,” said Cox. This face-to-face approach ensures no team member feels nervous about calling unfamiliar contacts, as they’ve typically shared lunch together within the past month. Personal touch and relationship building
Despite increasing business volumes, successful brokerages maintain personal relationships through careful attention to individual client needs.
“Excellence in customer service isn’t just a goal – it’s really embedded in every interaction, from the first initial consultation all the way through to settlement and beyond,” said Maddie Walton, director at Money Lounge. Her customer service philosophy begins with comprehensive 45- to 60-minute initial consultations that explore clients’ complete financial picture, including available grants, schemes and concessions.
The personal approach extends throughout the client relationship. “Everything we do is super personal. We remember your dog’s name. We’ll know when your kid’s birthday is. We’ll send out a gift pack that reminds you that we care and we remember,” said Walton. Her quarterly client-only webinars featuring expert guests create ongoing educational opportunities that strengthen relationships and foster loyalty.
Technology integration supports rather than replaces personal service. Jignesh Joshi, mortgage broker at ES Finance Solutions, said, “In the last two years, we have seen significant growth, and to cope with high volume and maintain the same level of customer service, we have expanded our team.” His brokerage ensures customers deal with the same dedicated processor throughout their journey, supported by automated CRM systems that trigger regular contact at predetermined intervals.
This consistent approach delivers measurable results. “We have a dedicated settlement support and after-settlement support, a retention team member who is in touch with the client at regular intervals,” said Joshi. The combination of human consistency and technological efficiency has generated significant repeat business and referrals.
Collaboration enhances knowledge sharing and problem-solving capabilities. “We have a meeting every morning with our local team, plus our offshore staff on a Teams meeting. If anyone comes across any new update, they will take a screenshot and put it in the Teams group chat,” said Joshi. This daily communication ensures all team members stay current with policy changes and can discuss complex scenarios collectively.
The follow-up process demonstrates genuine ongoing commitment. “We have a full-time support team that work repricing loans, doing all the things in the background that enable our brokers to actually make that call and have the conversation that the client actually wants to have with their broker,” said Kroon. The firm’s proactive repricing saved clients over $2 million in interest during 2025, demonstrating genuine advocacy beyond simple transaction completion.
Customer communication excellence requires both organised processes and genuine care. As David Brown, principal at Pinnacle Finance Hub, explained, “Customer service comes down to communication. So really listening to what the customer’s goals and objectives are goes a long way. We do this by really having a good understanding of the product knowledge out there.”
The most successful brokerages view each transaction as the beginning of a lifelong relationship rather than a completed sale.
“Sphere just celebrated our 12th birthday, and something we’ve been really passionate about across those entire 12 years has been that the clients are at the centre of everything we do,” said Rachelle Kroon, founding director at Sphere Home Loans. Its approach ensures brokers remain the primary contact throughout the client journey, supported by specialists but maintaining direct relationships.
Since 2000, Bluestone Home Loans has been helping Australians achieve homeownership, no matter how complex their financial journey. We specialise in flexible lending solutions for those who don’t fit the traditional mould, from self-employed borrowers to those with imperfect credit or seeking niche options. By partnering with mortgage brokers, we open doors for borrowers who may otherwise be overlooked. We believe unique circumstances shouldn’t stand in the way of owning a home. Every borrower has a story, and we’re here to listen, adapt and provide lending solutions that help more Australians build their future with confidence.
Find out more
Tony MacRae stepped into the role of chief commercial officer at Bluestone in August 2023, bringing with him a wealth of experience in financial services. He spent a decade at Westpac Group, where he served as acting CEO of RAMS and led third party distribution at Westpac. Known throughout the industry for his ability to drive sales initiatives and strategic direction, MacRae excels at building partnerships and leading teams towards impressive business growth. At Bluestone, he is focused on empowering the company’s broker partners to better serve customers. In addition to his work at Bluestone, MacRae has dedicated the last 11 years to the Royal Flying Doctors Service South Eastern Section as a board member and treasurer. He holds a Bachelor of Economics from Macquarie University.
Bluestone Home Loans
Tony MacRae
Pinnacle Finance Hub, led by David Brown, provides tailored mortgage and finance solutions for individuals, families and businesses. Brown specialises in both residential and commercial lending, offering expertise in home loans, refinancing, investment property finance and debt consolidation, as well as SMSF loans, commercial property finance and cash flow lending solutions. With a strong background in banking and a reputation for simplifying complex scenarios, Brown works closely with self-employed clients, property investors and small business owners. He focuses on delivering transparent advice, competitive loan structures and long-term financial strategies to support his clients’ growth and success.
Pinnacle Finance Hub
David Brown
With over 20 years in finance, Sarah Cox is a highly respected mortgage broker known for turning complex lending challenges into client success stories. As director of Two Broker Girls, she specialises in strategic refinancing and tailored solutions that deliver exceptional results. An award-winning broker and Platinum Broker with CommBank, Cox’s 2025 accolades include two individual award nominations and one for her office. Renowned for her relationship-first approach, she builds trust, delivers beyond expectations and earns lifelong client loyalty. Outside of lending, Cox actively supports her local community, proving her dedication extends far beyond the office.
Two Broker Girls
Sarah Cox
Elouise Dooley is founder and director of Two Birds One Loan, a Sydney-based boutique brokerage focused on creating genuine connections with clients and helping them dream, build, pursue and achieve their financial goals.
Two Birds One Loan
Elouise Dooley
In Partnership with
Fighting for
the customer
The customer owned a bank saw a huge boost after the Hayne Royal Commission. One year on and their market share is growing as customer continue to see their value.
Read on
Industry experts
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Bank Australia
Fernando Lemos
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Beyond Bank
Darren McLeod
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Heritage Bank
Stewart Saunders
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
MFAA head credit adviser, Finsure Finance and Insurance
Christopher Lee
In Partnership with
Fighting for
the customer
The customer owned a bank saw a huge boost after the Hayne Royal Commission. One year on and their market share is growing as customer continue to see their value.
Read on
Industry experts
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Beyond Bank
Darren McLeod
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Heritage Bank
Stewart Saunders
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
MFAA head credit adviser, Finsure Finance and Insurance
Christopher Lee
Share
Share
Share
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Bank Australia
Fernando Lemos
Going above and beyond
Published 22 Sep 2025
Advertising
Authors
E-newsletter
Contact Us
Contact Us
Australian Broker Talk
Events
White papers
Webinar
Australian Broker Talk
Resources
TV
Sector Focus
Power Panel
Independent Feature
Executive Team Profile
Exclusive Leader Profile
Business Update
Business Focus
Big Deal
Premium Content
Technology
Reverse Mortgages
Investment Loans
Specialist Lending
SME
Commercial
Speciality
Best In Mortgage
News
News
RSS
Sitemap
About us
Conditions of Use
Privacy policy
Terms & conditions
Firms
People
Copyright © 2025 KM Business Information Australia Pty Ltd
Rachelle Kroon
Sphere Home Loans
Jignesh Joshi
ES Finance Solutions
Rachael Howlett
Infinity Group Australia
Peter Vassilis
Black and White Finance
Sanjay Pradhan
SecurePath Finances
Alvie Oliviera
Capta Financial
Maddie Walton
Money Lounge
Alvie Oliveira is a multi-award-winning mortgage broker and founder of Capta Financial, based on the Sunshine Coast. Originally from Brazil, Oliveira moved abroad at 21 and built his career helping migrants achieve the dream of homeownership. Since 2020, when Capta Financial was founded, he has assisted more than 1,000 families in financing over half a billion in real estate across Australia. Recognised as Broker of the Year at the 2024 Australian Mortgage Awards, Oliveira is passionate about simplifying complex financial processes and empowering clients through education. He is also the voice behind the social media platforms @investindonaaustralia (Portuguese) and @captafinancial (English), where he shares practical insights on property and finance. Beyond finance, Oliveira is deeply involved in his community. He is a co-owner and head coach at SJJA Sippy Downs, a Brazilian Jiu-Jitsu academy on the Sunshine Coast, where he aims to promote discipline, respect and wellbeing among children and adults alike.
Capta Financial
Alvie Oliveira
Rachelle Kroon is the founder and director of Sphere Home Loans, which has just celebrated its 12th year of operations. She is also the host of the This Is Property podcast. The Sphere Home Loans team comprises eight mortgage brokers and support staff who pride themselves on giving guidance and finance education to their clients well before they enter the property market and staying with them through all stages of their property journey. The Sphere team negotiate fearlessly on their clients’ behalf and are dedicated to building a customer-focused culture and long-term relationships.
Sphere Home Loans
Rachelle Kroon
Jignesh Joshi brings over 10 years of experience to his role as mortgage broker at ES Finance Solutions, having worked with more than 30 lenders to secure the best possible outcomes for his clients. Known for his client-first approach, Joshi has built a strong reputation for tailoring lending solutions to meet individual needs while ensuring a smooth and transparent process. Based in Northwest Sydney, Joshi is deeply involved in his community, which has helped him build trusted relationships across diverse backgrounds. His strong financial expertise stems from his qualifications as a chartered accountant in India and a CPA in Australia, giving him a solid foundation to provide clients with strategic guidance in all aspects of lending.
ES Finance Solutions
Jignesh Joshi
Rachael Howlett is a trusted mortgage broker and finance strategist at Infinity Group Australia, where she began her journey in 2017 after a chance meeting with co-founder Graeme Holm and quickly rose through the ranks. In her debut year as an accredited broker, she earned recognition as one of Mortgage Professional Australia’s Top 100 Brokers of 2024 (and has since gone on to win multiple awards). Specialising in rapid debt reduction, she transforms clients’ lives with empathy, simplifying complex strategies and guiding families to financial freedom. She’s also a passionate educator, leading Money Mentor masterclasses and co-hosting the Money Mentor podcast to empower communities through clear, human-centred finance guidance.
Infinity Group Australia
Rachael Howlett
Bluestone Home Loans by the numbers
Increased BDM team by
last year
accredited brokers
since founding
25 years
The emphasis on human connection resonates in the industry’s top performers, who consistently prioritise personalised attention over transactional efficiency.
Australian Broker recently spoke to AMA finalists in this category and discovered that, beyond fast approvals and tidy settlements, service is about systems that scale without losing the human touch, personal consultations that spark trust, and long-term strategies that turn satisfied clients into passionate advocates. Their approaches offer a blueprint for how customer care can drive both loyalty and growth by taking service to the next level.
Category: Best Customer Service from an Individual Office
Source: Australian Broker
AMA winner selection criteria
How brokerage has displayed excellence in maintaining consistent and sustainable customer service standards
Creating raving fans through operational excellence
“One of the things that makes our customer service truly different is that we don’t just aim for customer service – we aim for raving fans”
PETER VASSILIS, BLACK AND WHITE FINANCE
Specialised approaches for targeted client bases
Long-term client relationships and ongoing value
“We have a dedicated settlement support and after-settlement support, a retention team member who is in touch with the client at regular intervals”
Jignesh joshi, es finance solutions
“Everything we do is super personal. We remember your dog’s name. We’ll know when your kid’s birthday is. We’ll send out a gift pack that reminds you that we care and we remember”
MADDIE WALTON, MONEY LOUNGE
Brown’s decade of banking experience provides insight into lender processes and relationship building.
He emphasised the importance of comprehensive client understanding: “The core value proposition is really communication and education to make sure the customers feel supported and that they’re confident with their decision,” he said. His focus on self-employed clients creates multiple touchpoints and lasting relationships that extend beyond individual transactions.
Maintaining excellence through knowledge and culture
Exceptional service requires both current market knowledge and organisational commitment to a client-focused culture.
MacRae reinforced the industry’s collective commitment: “Great service is built on empathy, expertise and genuine care, values that we live every day,” he said. This foundational approach requires support through knowledge management and team development.
“Sphere just celebrated our 12th birthday, and something we’ve been really passionate about across those entire 12 years has been that the clients are at the centre of everything we do”
RACHELLE KROON,
SPHERE HOME LOANS
Staying current with market developments requires dedication to continuous learning. Pradhan said, “For me, product knowledge is not just about the rates – it’s more than that. We have more than 70 to 80 lenders in the market right now, and we have to keep track.” His approach includes weekly product refreshes, regular BDM meetings, aggregator webinars and industry podcasts to maintain comprehensive market awareness.
Drawing on extensive banking experience provides significant advantages when it comes to understanding lender processes and building effective relationships. “Our unique proposition is basically personal advice, genuine care and keeping yourself in customers’ shoes,” said Pradhan. “Being an ex-banker with 25 years’ experience working in major banks gives me a little bit of edge.” This background enables him to know exactly who to contact when urgent requirements arise, leading to his remarkable retention record of only one clawback in two years as a broker.
“The core value proposition is really communication and education to make sure the customers feel supported and that they’re confident with their decision”
DAVID BROWN,
PINNACLE FINANCE HUB
Some brokerages have developed knowledge management systems that ensure no critical information falls through the cracks. Vassilis said, “Every week, one team member in our business is assigned to track all product and policy changes across the panel, not just rate movements but credit changes, LVR shifts, construction quirks and more.” This weekly rotation ensures comprehensive coverage while distributing the workload across the team.
Strong lender relationships are also essential when complex cases require creative solutions, Dooley explained. “We are so close with all of our BDMs, and we really pride ourselves on our relationships with them. They’re so critical to our business and so critical to delivering that strong customer service … when you are in dire need of help, it’s important that you have those relationships and someone to call on.” These partnerships can make the difference between customer satisfaction and disappointment, particularly when standard processes aren’t sufficient.
Product knowledge management requires dedicated resources and organised processes, and many firms are using AI more to keep abreast of the market. At Capta Financial, Oliveira said, “I divide policy and product knowledge into three pillars. AI is part of our day to day … AI is a tool that we utilise as pillar number one to keep updated and to filter all that information. Pillar number two is our relationship with the lenders – we have access to dedicated coaches with credit decision-making, and sometimes we workshop those deals. And finally, having multiple brokers in a business allows us to share those day-to-day conversations with clients and with BDMs to keep everyone updated and growing as a team.” This comprehensive approach ensures teams can deliver informed advice and optimal client outcomes.
“Our unique proposition is basically personal advice, genuine care and keeping yourself in customers’ shoes. Being an ex-banker with 25 years’ experience working in major banks gives me a little bit of edge”
SANJAY PRADHAN, SECUREPATH FINANCES
“We are so close with all of our BDMs, and we really pride ourselves on our relationships with them”
ELOUISE DOOLEY,
TWO BIRDS ONE LOAN
The strategies employed by these award finalists demonstrate that outstanding customer service in mortgage broking requires structured approaches, technological support and genuine commitment to client relationships that extend far beyond individual transactions. The pursuit of service excellence demands relentless evolution – while one nominee will claim the 2025 title of being ‘the best’, top-level mortgage broking requires the understanding that exceptional service standards must constantly advance to meet rising client expectations.
Maddie Walton is the founder of Money Lounge, an award-winning mortgage brokerage committed to making finance simple, approachable and empowering. With a passion for free and accessible financial education, Walton created Money Lounge to support everyday Australians in achieving their property and financial goals. Recognised for excellence within the industry, she blends expertise with a down-to-earth approach, ensuring clients feel confident at every stage of their journey. At Money Lounge, the mission goes beyond securing loans – it’s about building knowledge, trust and long-term financial wellbeing, creating a space where clients feel informed, supported and truly in control.
Money Lounge
Maddie Walton
Peter Vassilis is managing director at Black and White Finance. The firm started in 2017 with a clear mission: to create lifelong relationships through a simplified, tailored and simple lending experience. Its diverse and experienced team use smart and secure technology to make what can be an overwhelming process easy for people. Whether it’s to buy a first home, refinance, build or buy again, the hard-working team help bring people’s ideas to life. Using the strong relationships built with more than 30 lenders, they help people with their property objectives, putting them first and foremost. And if there’s any grey, they strive to turn it black and white.
Black and White Finance
Peter Vassilis
Sanjay Pradhan, founder of SecurePath Finances, brings over 25 years of banking, finance and wealth management experience, including senior roles at Westpac, CommBank, Bankwest and Citibank. Renowned for integrity and a client-first approach, he has received multiple awards for customer service excellence. Pradhan’s expertise in lending, credit and financial planning empowers clients with clear, tailored solutions. He is also an active community volunteer, supporting disability advocacy, sick children and youth mentoring. Pradhan recently completed a Graduate Certificate in Social Impact at UNSW and enjoys photography, cricket and golf outside of work.
SecurePath Finances
Sanjay Pradhan
16,000+
33%
48 hours
Majority of deals now assessed within
75+
Broker NPS of
Nominee’s level of product knowledge
Nominee’s product offering
Nominee’s client retention rate (1 July 2024–30 June 2025)
Nominee’s customer service approach
Nominee’s value proposition and stakeholder engagement strategy
Advertising
Authors
E-newsletter
Contact Us
Contact Us
Australian Broker Talk
Events
White papers
Webinar
Australian Broker Talk
Resources
TV
Sector Focus
Power Panel
Independent Feature
Executive Team Profile
Exclusive Leader Profile
Business Update
Business Focus
Big Deal
Premium Content
Technology
Reverse Mortgages
Investment Loans
Specialist Lending
SME
Commercial
Speciality
Best In Mortgage
News
News
Copyright © 2025 KM Business Information Australia Pty Ltd
RSS
Sitemap
About us
Conditions of Use
Privacy policy
Terms & conditions
People
Firms
Advertising
Authors
E-newsletter
Contact Us
Contact Us
Australian Broker Talk
Events
White papers
Webinar
Australian Broker Talk
Resources
TV
Sector Focus
Power Panel
Independent Feature
Executive Team Profile
Exclusive Leader Profile
Business Update
Business Focus
Big Deal
Premium Content
Technology
Reverse Mortgages
Investment Loans
Specialist Lending
SME
Commercial
Speciality
Best In Mortgage
News
News
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
MFAA head credit adviser, Finsure Finance and Insurance
Christopher Lee
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Heritage Bank
Stewart Saunders
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Beyond Bank
Darren McLeod
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
MFAA head credit adviser, Finsure Finance and Insurance
Christopher Lee
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
MFAA head credit adviser, Finsure Finance and Insurance
Christopher Lee
Alvie Oliveira is a multi-award-winning mortgage broker and founder of Capta Financial, based on the Sunshine Coast. Originally from Brazil, Oliveira moved abroad at 21 and built his career helping migrants achieve the dream of homeownership. Since 2020, when Capta Financial was founded, he has assisted more than 1,000 families in financing over half a billion in real estate across Australia. Recognised as Broker of the Year at the 2024 Australian Mortgage Awards, Oliveira is passionate about simplifying complex financial processes and empowering clients through education. He is also the voice behind the social media platforms @investindonaaustralia (Portuguese) and @captafinancial (English), where he shares practical insights on property and finance. Beyond finance, Oliveira is deeply involved in his community. He is a co-owner and head coach at SJJA Sippy Downs, a Brazilian Jiu-Jitsu academy on the Sunshine Coast, where he aims to promote discipline, respect and wellbeing among children and adults alike.
Capta Financial
Alvie Oliveira
Rachelle Kroon is the founder and director of Sphere Home Loans, which has just celebrated its 12th year of operations. She is also the host of the This Is Property podcast. The Sphere Home Loans team comprises eight mortgage brokers and support staff who pride themselves on giving guidance and finance education to their clients well before they enter the property market and staying with them through all stages of their property journey. The Sphere team negotiate fearlessly on their clients’ behalf and are dedicated to building a customer-focused culture and long-term relationships.
Sphere Home Loans
Rachelle Kroon
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
MFAA head credit adviser, Finsure Finance and Insurance
Christopher Lee
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Heritage Bank
Stewart Saunders
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Beyond Bank
Darren McLeod
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Bank Australia
Fernando Lemos
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
MFAA head credit adviser, Finsure Finance and Insurance
Christopher Lee
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Heritage Bank
Stewart Saunders
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Tellus in penatibus condimentum malesuada ante vulputate nisi, arcu leo. Amet urna sapien purus vestibulum fermentum a. Cursus metus massa donec sed varius. Nunc enim sit morbi lacus, molestie et nunc. Nullam sed facilisi id malesuada. Ante purus velit, quam scelerisque ultrices scelerisque donec.
Velit egestas vel ornare pellentesque ridiculus. Mauris tempor augue quis mattis suspendisse feugiat commodo posuere. Faucibus massa adipiscing nullam elit, ac vel accumsan. Phasellus eget ac dignissim fermentum ac placerat elit, metus. Nulla porttitor ante egestas molestie quis quam. Pharetra magna sit mauris tellus gravida rutrum libero sit. Justo orci cras euismod proin massa lorem ut. In non tellus phasellus faucibus ullamcorper nullam odio dui et.
Beyond Bank
Darren McLeod
Copyright © 2025 KM Business Information Australia Pty Ltd
RSS
Sitemap
About us
Conditions of Use
Privacy policy
Terms & conditions
People
Firms
RSS
Sitemap
About us
Conditions of Use
Cookie Policy
Privacy policy
Terms & conditions
People
Firms