Veteran broker champions genuine client connections in today’s digital landscape
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 interviewed Kathy Dundas (pictured top), mortgage broker at No Fuss Home Loans, who has spent more than two decades guiding clients through some of life’s biggest financial decisions. With a background in finance and conveyancing, Dundas entered the industry seeking both professional fulfilment and the flexibility to be present for her young family.
Over 21 years, she has built a reputation not only for her technical expertise, but for her unwavering commitment to client education and personalised service. Dundas believes that empowering clients with knowledge – and maintaining genuine human connection in an increasingly digital world—are the keys to lasting success in mortgage broking.
Full name: Kathy Dundas
Job title: Mortgage broker
Company: No Fuss Home Loans
Number of years in the industry: 21
Location: Sydney
How and when did you become a mortgage broker?
I entered the mortgage industry seeking a fulfilling career that would also give me the flexibility to be present with my young children. With a background in finance and conveyancing, I saw an opportunity to bring those skills together in a way that genuinely helped people. Mortgage broking felt like the perfect fit – it allowed me to support families through major financial decisions while maintaining the balance I needed at home.
What’s kept me passionate over the years is the opportunity to educate. I love helping clients understand the ‘why’ behind each step, empowering them to make confident, informed choices. Whether it’s a first home purchase or a complex refinance, I believe that clarity and education are just as important as the outcome. It’s become more than just a career – it’s a way to build lasting relationships and make a meaningful impact.
In your opinion, what has been the most positive development in broking?
One of the most positive developments in broking has been the shift towards greater transparency and client education. Today’s clients are more informed and engaged, and as brokers, we’re better equipped to guide them with clearer communication, smarter tools, and tailored support. I’ve always believed that empowering clients with knowledge leads to better outcomes – and it’s incredibly rewarding to see that approach becoming the norm across the industry.
Technology has played a huge role in this transformation. From digital document collection to real-time updates, it’s helped streamline the process and keep clients connected every step of the way. More importantly, it’s allowed us to deliver better customer service – something I’m deeply passionate about. With faster response times, clearer communication channels, and more personalised touchpoints, we can now offer a level of care and consistency that truly makes a difference.
Another major step forward has been the increase in regulation and compliance standards. It’s elevated the professionalism of mortgage broking and helped position brokers as trusted financial partners – not just intermediaries. Clients now know they’re working with someone who’s held to high ethical standards, and that trust is the foundation of every great client relationship. For me, these changes have made the industry stronger, more respected, and better aligned with the needs of modern clients.
What challenges do you see currently facing the industry, and what solutions would you propose?
One of the key challenges facing the mortgage broking industry right now is navigating the complexity of lending policies in a constantly shifting economic environment. Interest rate changes, tighter credit assessments, and evolving lender criteria can make it difficult for clients to feel confident about their options. As brokers, we’re often the bridge between confusion and clarity—and that role has never been more important.
I’m a big advocate for adaptability. In this industry, being able to pivot quickly and respond to change isn’t just helpful—it’s essential. Whether it’s adjusting to new regulations, embracing emerging technologies, or tailoring advice to suit shifting client needs, adaptability is what allows us to stay relevant and deliver exceptional service.
Technology has helped enormously here. From digital document collection to real-time updates, it’s streamlined the process and allowed us to offer faster, more responsive service. More importantly, it’s helped us maintain a personal touch -- using automation to enhance, not replace, genuine connection.
We’re also seeing increased pressure around compliance and documentation, which, while necessary, can feel overwhelming for both brokers and clients. The solution lies in smarter systems and better education. By simplifying workflows and helping clients understand the ‘why’ behind each step, we can turn regulatory complexity into a trust-building opportunity.
Ultimately, I believe the industry’s greatest strength is its ability to evolve. With the right mix of innovation, education, and adaptability, we can continue to meet challenges head-on – and deliver even better outcomes for our clients.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
I think the most memorable – and emotionally challenging – experience I’ve had as a broker involved a client whose home was on the brink of repossession. She came to me in a state of shock after discovering multiple credit defaults tied to her husband’s hidden gambling problem. He’d kept the debt from her, and by the time she found out, the lender was preparing to take back their home.
It was heartbreaking. She wasn’t just trying to save a property – she was trying to hold her family together. We had to act quickly, and the odds weren’t in our favour. Finding a lender willing to refinance under those circumstances was incredibly difficult, but I was determined to find a way. After a lot of digging, negotiating, and creative thinking, we secured a solution that allowed them to keep their home – and gave them the breathing room to rebuild.
That experience stays with me. It reminds me that behind every loan application is a real story, often filled with emotion and complexity. It reinforces how important it is to listen, to advocate, and to adapt. Sometimes, the most meaningful wins aren’t just financial – they’re deeply personal.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
Having worked in broking for over 20 years, I’ve seen the industry evolve in ways I never could have predicted – from regulatory shifts to digital transformation and changing client expectations. Through all of it, one thing has remained constant: the importance of putting the customer experience at the heart of everything we do.
For those just starting out, my advice is to stay open-minded and flexible. The ability to adapt isn’t just a survival skill – it’s what allows you to truly support your clients through life’s big decisions. Every client has a unique story, and the best brokers take the time to listen, understand, and tailor their approach accordingly.
Thinking outside the box is also key. Sometimes the best solution isn’t the most obvious one, and being willing to explore different pathways – whether it’s structuring a deal creatively or finding new ways to communicate – can make all the difference in a client’s journey.
Ultimately, broking is about trust. If you can combine technical knowledge with genuine care and clear communication, you’ll not only help your clients achieve their goals – you’ll build relationships that last and customers who will constantly refer you to anyone looking for a good broker.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are 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, Harry Green of Low Rate Home Loans, Marisa Schönwolf of CHL Home Loans Leederville, Aimee Bergan of APC Home Loans, Alya Manji of Aussie Home Loans, and Leon Ng of Zenith Home Loans.
Are you a mortgage broker interested in being featured? Email the author with your details.
