For this broker, the real challenge isn’t choosing between tech adoption and human connection—it’s making them work together
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 caught up with Tanya Seth (pictured top), senior lending specialist and founder of Simpl Home Loans, who talked about how brokers should approach client relationships in an increasingly digital landscape. With eight years in the industry—spanning roles at NAB and ANZ before launching her own firm early this year—Seth has witnessed firsthand how regulation, technology and client expectations are redefining the mortgage broking space.
In this exclusive interview, she also shares a pivotal moment from her career—a complex self-employed couple’s successful home loan application—that crystallises her philosophy at work: brokers are not just packaging data, they are presenting a person’s dream in a way credit can understand.
Full name: Tanya Seth
Job title: Senior lending specialist and founder
Company: Simpl Home Loans
Number of years in the industry: 8
Location: Melbourne
How and when did you become a mortgage broker?
I started my career at NAB and later moved to ANZ, where I worked across both credit assessment and mobile lending. I loved the technical side of lending, like understanding policy, risk and structure. But what I enjoyed most was helping people navigate the process with confidence.
Becoming a broker was a natural progression. I wanted to provide advice that was truly independent, not limited to one lender’s products. Founding Simpl Home Loans in January 2025 gave me the freedom to focus purely on the client and deliver a process that feels calm, clear and genuinely supportive from start to finish.
In your opinion, what has been the most positive development in broking?
Without question, the introduction of the Best Interest Duty (BID). It’s changed how brokers are perceived and how we operate day-to-day. BID formalised what many good brokers were already doing, which is putting the client first. However, it also set a consistent standard across the industry. It gave clients confidence that our advice is not only regulated but rooted in their best outcome, not ours.
What challenges do you see currently facing the industry, and what solutions would you propose?
One of the biggest challenges is maintaining the human connection in an increasingly digital process. As technology advances, it’s easy for the client experience to feel transactional. However, mortgages are deeply personal decisions.
Our challenge as brokers is to balance efficiency with empathy, to use automation and AI to streamline processes without losing the trust and guidance clients rely on us for. I believe the solution lies in smart integration, where we let technology handle the admin so we can spend more time listening, advising and educating.
I’d also like to see more consistency across lender credit policies and turnaround times. Even small differences in assessment or documentation requirements can create big delays for clients. Greater transparency and standardisation between lenders would go a long way in improving the overall customer experience and their perception of us.
And finally, the clawback structure continues to place financial strain on brokers when clients move banks within the first couple of years, which is often for reasons beyond anyone’s control. A fairer, more balanced clawback framework would support long-term sustainability for brokers.
Can you share a memorable or challenging experience from your career and what it taught you?
A self-employed couple once came to me after being declined twice. Their situation was complex but not impossible. After digging deeper into their financials and telling their story properly in the submission, we got it approved within a week. You’re not just packaging data. You’re presenting a person’s dream in a way credit can understand.
What advice would you give to aspiring or new brokers?
Master the fundamentals first by understanding credit, policy and structure. Build relationships with your BDMs. Be curious. Every deal teaches you something new, and remember, your clients don’t need more jargon. They need clarity. If you can explain complex things simply, you’ll always stand out.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are Steve Tikellis of Excellence Home Loans, Rory Sercombe of Own Money, Brodie Brown of BH Brown Mortgage Brokers, Jason Brown of Home Loans Australia, 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, and Luke Serra of Loan & Finance Brokers.
Are you a mortgage broker interested in being featured? Email the author with your details.
