Seasoned broker on industry change, digitalisation, and the values guiding his 27-year career
Broker in Focus is a dedicated series that highlights the unique journeys of mortgage brokers, providing them with a platform to share their experiences, insights, and expertise. Through compelling personal stories and professional reflections, each featured broker recounts the key moments that have shaped their careers, delves into the challenges and opportunities facing the industry today, and shares the valuable wisdom they have gained along the way.
MPA had the opportunity to speak with Jason Brown (pictured top), mortgage broker at Home Loans Australia, who brings nearly three decades of experience to the industry. From his early days at NAB in 1998 to founding his own broking business and later rebranding as Home Loans Australia, Brown has witnessed the evolution of mortgage broking in Australia. In this exclusive interview, he shares insights on the digital transformation of the sector, the ongoing challenges facing borrowers and brokers alike, and the values that have guided his long-standing career.
Full name: Jason Brown
Job title: Mortgage broker
Company: Home Loans Australia
Number of years in the industry: 27
Location: Melbourne
How and when did you become a mortgage broker?
I first stepped into the finance world back in 1998 when I started working at NAB. Over the years, I moved through a range of different roles, which gave me a solid grounding in how the industry works from various angles. By 2004, not long after my first child was born, I decided it was time to back myself and start my own mortgage broking business. It was a bit of a leap, but it felt like the right move for both my family and my career.
A few years later, in 2009, the chance came up to rebrand and grow the business into what’s now Home Loans Australia. We seized the opportunity, and it’s been an incredible journey ever since – helping clients from all walks of life, building long-term relationships, and watching the business evolve alongside the industry.
In your opinion, what has been the most positive development in broking?
Over the past 20 years, I’ve noticed a huge shift towards digitisation in the mortgage space. Things like online applications, quicker ID checks, and much smoother paperwork have made the whole process far less painful. Plus, there are now plenty of tools that allow both clients and brokers to compare lenders, rates, and products in just a few clicks. It’s cut down on delays, made everything more accessible, and removed a lot of the old-school hassle.
When the Best Interests Duty came in back in 2021, it really changed things for the better. It essentially means brokers have to put their clients first, not the banks, and be upfront about any conflicts. For me, it’s made the whole industry feel a lot more trustworthy, and I think people are more confident dealing with brokers because of it.
What challenges do you see currently facing the industry, and what solutions would you propose?
The higher interest rates since COVID have put pressure on borrowers. Many people are feeling the pinch with higher repayments, and that can create a lot of stress. On top of that, lenders are tightening up their credit policies, which makes it harder for some clients to get approved even when they’re responsible borrowers.
Another challenge is the sheer amount of information out there. Clients are bombarded with rates, products, and offers, and it can get pretty overwhelming. Our role as brokers is to cut through the noise and make the options clear and simple.
In terms of solutions, I think it comes down to two things: education and technology. We need to spend more time educating clients, not just about the loan they’re getting now, but about strategies to manage debt and build financial resilience in the long run. And on the tech side, embracing digital tools that speed up the process and make things more transparent is a huge win – both for clients and brokers.
Ultimately, I think the industry’s challenge is also its opportunity: if we stay client-focused, keep building trust, and use innovation to make the process smoother, mortgage broking will continue to thrive, even in tougher market conditions.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
I once had a young couple who found their dream home and only had a week before auction day. We worked around the clock pulling everything together, and the loan was approved literally the morning of the auction. They ended up purchasing the house, and I think I was almost as excited as they were. The lesson for me was how powerful it is to stay calm under pressure – and how rewarding it feels to be part of someone’s big life moment.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
For anyone starting out in broking, my biggest advice is to always put people before products. At the end of the day, this job isn’t about numbers on a page – it’s about real people making huge decisions about their lives and their families. If you genuinely care about your clients, take the time to listen, and always do the right thing by them, the rest will follow.
Building strong connections and trust with your clients will take you further than chasing quick wins ever will. Be honest, be upfront, and don’t be afraid to say, ‘this option isn’t right for you’ — because that’s how you build long-term relationships.
The industry changes all the time, but good morals and doing the best thing for your clients never goes out of style.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are Chris Bowers of Complete Home Loans, Jayden Pinto of Aussie Home Loans Geraldton, Larissa Barton of Mortgage Choice Coolum Beach and Noosaville, Kathy Dundas of No Fuss Home Loans, John Tindall of Accumulus Home Loans, Luke Serra of Loan & Finance Brokers, David Meadows of Meadows Advisory, Tom Gu of Aussie Home Loans Chatswood, Tracie Palmer of Cornerstone Home Loans, and Harry Green of Low Rate Home Loans.
Are you a mortgage broker interested in being featured? Email the author with your details.
