A Top 100 broker says lender relationships still shape approval outcomes
For Vache Vartanian, long-term success in mortgage broking rests on a principle often overlooked in an increasingly automated lending environment. Approvals are driven as much by trusted human relationships as by financial metrics.
Ranked 14th on MPA’s Top 100 Brokers 2025, the Hero Finance director attributes his performance to relationships that endure well beyond settlement.
For Vartanian, success begins well before an application reaches a lender. Sixteen years in the industry have taught him that trust is established early, which is why he personally leads the first client conversations.
“In the high-pressure environment of home lending, authority and trust must be established within the first 30 seconds of any client interaction,” he says. “It’s not about quoting the lowest rate; it’s about demonstrating immediate clarity, confidence and a guaranteed solution path. That instant certainty is what converts a nervous enquiry into a committed client.”
That early confidence is backed by fast turnaround times, including:
- determining a client’s borrowing capacity within 10 to 15 minutes, regardless of financial complexity
- lodging a verified application within 24 hours once documentation is complete
- securing an initial assessment turnaround of approximately 24 to 48 hours through established lender relationships
Vartanian places equal weight on the people surrounding each application, from BDMs and credit assessors to solicitors, accountants and referral partners. He refers to this group collectively as “bank friends,” underscoring the human element of a process increasingly mediated by technology.
“Building trust and showing utmost respect to your BDMs and credit officers is paramount in this industry. It could easily be the difference between making or breaking a client’s application,” he says. “When you’ve earned that reciprocal respect, they become your advocate, and that human advocacy is invaluable when an application requires nuance.”
This philosophy shapes how the team works day to day. Emotional intelligence and professional courtesy are treated as essential, particularly when transactions stall or timelines tighten. By recognising the workloads and internal metrics faced by lending partners, the team strives to position itself to be a reliable partner.
“Building trust isn’t a one-way street with the client. It’s a robust triangle of trust between the client, the broker and our bank friends,” he says. “The quality of your relationship with a BDM can absolutely be the difference between a deal progressing smoothly or falling apart under pressure.
Our referrers trust us because we respect and deliver on the promise to all three sides of that triangle.”
The same long-term thinking influences how Vartanian defines success after approval. Settlement, he believes, marks the start of a relationship.
“The biggest mistake a broker can make is treating a settlement as a finish line. The settlement is simply the transition point to the long-term relationship,” adds Vartanian. “To cultivate a business that thrives for 16 years, you must treat every loan not as a transaction, but as the beginning of a lifelong financial partnership. That mindset is what builds a successful referral network.”
Teamwork and advocacy behind a Top 100 Broker’s success
Recognition in the Top 100 reflects individual performance, but Vartanian sees the milestone as a collective achievement. The driving force behind those results is the broader Hero Finance team and a culture built on what he describes as “no excuses on respect and accountability.” Clean application files, respect for lender timelines and consistent communication are standard practices.
Vartanian adds, “To achieve longevity and ranking in this industry, you must be relentlessly proactive, strictly accountable to your banking partners and treat every client’s application as if it were your own. Ultimately, the success and longevity of your business is directly proportional to the loyalty you cultivate across your entire network.”
As lending continues to modernise, Vartanian maintains that the differentiator is the advocacy earned through preparation and professionalism. For complex applications, the relationship with credit assessors and BDMs often determines the outcome.
This article is sponsored by Hero Finance
