Smarter processes and tech are transforming every client conversation.
For Bronwyn Barnes (pictured), mortgage advice is about much more than getting a deal across the line. It’s about building the right systems, choosing the right technology, and surrounding yourself with the right people so you can serve clients better as your business grows.
That systems‑first, people‑first mindset runs through her journey with The Home Loan Collective and shapes the advice she gives to advisers coming into the industry today.
From customer service to hands-on loan writing
Barnes’ pathway into broking started at the front line.
“I started my career as a customer service manager while completing my studies,” she says. “During this time, the role naturally progressed into loan writing, which gave me more hands-on experience. I used this time to absorb as much knowledge as possible including learning the technical side of lending and understanding lender policies. In this role I got to see firsthand how strong advice can positively impact a client home-buying experience.”
When Barnes became a mortgage adviser, she chose a structure that suited her working style, joining The Home Loan Collective to collaborate with a team of advisers.
“The Home Loan Collective structure allows us to have team collaboration, while also running our own individual businesses and client books which gives us independence and flexibility to manage our businesses in a way that works best for our clients and ourselves,” she says.
Tech that frees advisers for education and communication
Asked about the most positive development in broking, Barnes goes straight to technology.
“It is exciting to see the major advancements happening in technology,” she says. “Our CRM systems are constantly improving, and the introduction of digital client fact finds, and AI are streamlining workflow, improving accuracy, which positively impact the overall client experience. So far, this has allowed us to spend more time on client education and communication.”
For Barnes, that’s the real win: when better systems and smarter tools free up more time to explain, guide, and educate clients.
Turning challenges into process and education opportunities
Barnes sees current industry challenges as problems that can be eased – or even solved – with better processes and better education.
“One challenge we have had over the past 12 months is bank turnaround times,” the 2025 Rising Star says. “This is improving as banks are very aware of the issue and many have started employing additional staff and changing processes to speed up their assessment time. As technology continues to improve, I believe the turnaround times will keep getting quicker, which will ultimately allow us to provide clients with quicker outcomes.”
Barnes also points to unconsented work on properties as a growing issue.
“This can create difficulties for buyers, particularly when it comes to obtaining full insurance with no exclusions,” she says. “When these issues are identified early in the process, it significantly reduces stress for the client and allows time to explore solutions, such as the vendor remedying the unconsented work prior to settlement.
“A key solution here is better education for homeowners, so they understand the importance of obtaining consent if required when completing renovations so they can avoid this when it comes time to sell.”
Set yourself up from day one: people and systems
When Barnes speaks to aspiring advisers or those new to broking, she comes back to two foundations: who you surround yourself with, and how strong your systems are.
“Firstly, focus on learning the fundamentals well, ask lots of questions, and don’t underestimate the value of relationships within the industry,” she says.
“Before becoming an adviser, I spoke with advisers at different stages of their careers to really understand the various pathways and find the setup that suited me best. I think it’s incredibly important to align yourself with a strong group of people who are genuinely focused on career development and support.”
Just as important is building robust processes early.
“For new advisers entering the industry, building strong processes and foundations early is important,” Barnes says. “Doing this while you’re growing your client book means those systems will carry you through when you’re busier and more established, allowing your business and client relationships to run far more smoothly long term.”
CRM choice, she says, sits at the heart of that.
“I would also recommend researching the different CRM systems used by various groups, as these are tools we rely on every day,” Barnes says. “The more advanced and well-integrated the CRM, the more efficiently you can work, which is incredibly important in our industry where time, accuracy, and client experience matter so much.”
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