With volume fluctuating and tech accelerating, brokers say responsiveness, not rates, is what keeps partnerships strong
In a volatile housing market, the strength of broker-lender relationships is under more pressure than ever. From delayed closings to automated communication gaps, many brokers are finding it harder to maintain the trust and responsiveness that once defined the channel.
"Communication is everything," said Rebecca Hawley, a mortgage broker with M&M Mortgage in Minnesota. "If I upload a condition and get no response, I lose confidence. Just tell me what’s happening, even if it’s an IT glitch. That 10-second call can save a relationship."
Communication gaps are straining closings
Hawley describes a growing trend of inconsistent lender follow-up, inexperienced underwriting, and file processing delays. "Conditions change last-minute, underwriters ask for things we’ve already submitted, and I’m following up hourly with no replies. That’s when trust breaks."
She’s not alone. “I was at a closing last week waiting on a wire, and the title team said this is happening across all lenders right now. It’s not isolated, it’s systemic.”
For brokers, this uncertainty directly impacts client trust. "If I have to keep going back to my borrower to ask for more documents, I look like I don’t know what I’m doing. That’s not acceptable in this market."
Technology is helpful, but not if it replaces people
While platforms like Loan Sifter and Arrive streamline workflows, Hawley cautions that technology shouldn’t replace human judgment or broker support. "You might have the best rate, but if you’re not integrated into our system, and I’m slammed with four apps overnight, I may not have time to go to your website."
Automated marketing is another sticking point. "If I get the same AI-generated email every day, I tune it out. But if it’s personal - if it’s actually relevant - I’ll pay attention."
She applies the same approach to her own clients. "When I run a scenario, I send specific numbers. Not a generic blast. That’s what builds loyalty. Lenders should think the same way."
Experience still sets account executives apart
Lenders who understand a broker’s workflow are more effective partners, Hawley said. "If you’ve worked as a loan officer or processor, you know what we need. If you haven’t, there’s a disconnect."
She noted that some lenders disregard upfront broker notes or explanations, leading to misinterpretations or denials. "Not every file is perfect. That’s why we include context. If something’s unclear, just pick up the phone."
Support matters more than scripted outreach
As competition for broker business increases, Hawley said genuine support matters more than surface-level check-ins. "Don’t just send a weekly text saying, ‘What can I help with?’ I’ll call if I need something. Show me real value - product updates, resources, training."
She believes lenders who invest in brokers, especially newer ones, stand out. "Licensing costs, study materials, platform training... it’s a lot. If you can support that early on, you’ll build loyalty."
Lenders need to streamline before the next wave hits
With signs pointing to an eventual refi resurgence, brokers like Hawley are urging lenders to fix inefficiencies now. "Purchases are already high-pressure. Refi volume will only add to the load. If lenders are slow to respond now, it’s going to get worse."
Despite challenges, she remains committed to the broker model, so long as it stays grounded in trust. "This work still matters. But it only works when both sides communicate, stay engaged, and treat each file like it’s the one that counts."
In a high-volume, high-stakes market, consistency and responsiveness aren't extras, they're what keep deals alive.
