However, broking industry is increasingly recognising the benefits of offshore expertise
Macquarie Bank has increased its Australia-based support team by 27% in the past year amid an onshoring push at Australia’s fifth-largest lender.
It forms part of Macquarie’s plan to cut down wait times for customers and the bank’s vast broker network.
Macquarie’s rapid growth over the past 10 years necessitated use of offshore teams to support an influx of new customers, but the group said it is now in a position to bring frontline roles back home.
“Having our teams here in Australia means we can deliver a straightforward experience more consistently,” said Marion Fryer, head of client service at Macquarie Bank. “It’s simpler, and it works better for customers. What we’re aiming for is a ‘one-conversation’ approach where a single specialist can resolve more customer needs from start to finish. Our decision to invest even further in building out local expertise is a key part of that focus.”
Macquarie’s share of the Australian mortgage market has exploded from 3.3% in 2021 to around 7% today. On a year-on-year basis, Macquarie’s home loan book surged more than 25% in December 2025, bringing it above $164 billion for the first time.
The group’s sizable investments in digital technology have facilitated turnaround times that are consistently voted by brokers as the best in the business.
“Reimagining the way in which we serve our customers, and importantly our broker partners, has been a constant focus for us in recent years,” Wendy Brown (pictured), Macquarie’s head of broker sales, told MPA.
“We know confidence and trust are critical in banking, and that means we need to not only be there, but also aim to be our best, in every single interaction. This remains front of mind for all our teams and has unlocked major investment in, and continued improvements to, all our servicing channels,” Brown added.
Macquarie has also overhauled its broker chat function to better assist brokers that are operating outside of standard hours.
“We’re very aware that for many brokers, it’s their support staff who are engaging with our digital tools day to day, while brokers themselves are focused on clients and writing business,” Brown said. “That’s why we’ve opened up access to the broker portal and built resources that make life easier for support teams and keep things moving on behalf of brokers.”
Brokers embracing offshoring
Although Macquarie is in the midst of an onshoring push, the broking industry is increasingly falling in love with the benefits provided by offshore team members.
Brokers like Mhairi MacLeod of Astute Ability Group and Christian Stevens and Redom Syed of Flint recently told MPA how offshore teams are becoming more sophisticated and knowledgeable of the Australian mortgage broking industry.
Teams in offshoring hotspots like The Philippines, Nepal, Fiji and Vietnam are becoming further entrenched in the brokerages they service, moving beyond low-value, high-volume tasks.
It is a trend that has escalated post-COVID-19.
The offshore role has “evolved significantly”, says Stevens.
“When I first started offshoring around eight years ago, it was largely admin focused,” said Stevens. “That’s completely changed. Now, with the right training and structure, offshore teams can handle complex, high-value work across the entire lifecycle – including credit support, deal structuring assistance, submissions and post-settlement.”
Syed added: “The level of talent, especially in credit, is very high now. Our credit analysts are operating at the same level, and in some cases higher, than the Australian workforce.
“It’s moved well beyond admin. They’re doing real, high-value work that directly impacts outcomes.”
