Broker in Focus: Bree Rollo of Tend Home Loans

Clients are increasingly cautious, and that shift is changing the role of brokers from simple rate-finders to trusted advisers who provide guidance, scenario planning and strategy. Rather than focusing only on what a borrower can do, brokers are now spending more time helping clients understand what they should do based on their goals, risk tolerance and long-term financial plans.

This evolving environment is also reshaping how brokers are perceived. In the past, some clients viewed brokers mainly as a way to secure the lowest interest rate. That view is gradually changing as more borrowers come to see brokers as part of their broader financial team, alongside accountants and solicitors. Industry participants say the opportunity now is to continue strengthening that perception by emphasising education, strategic advice and better long-term outcomes.

The shift comes at a time when clients are seeking more confidence in their financial decisions. Brokers who can explain options clearly and help clients weigh up different scenarios are becoming increasingly valuable. The message from the industry is that advice matters not just at the point of loan application, but throughout the decision-making process.

A broker’s value is therefore being defined by more than access to finance. It includes helping clients navigate uncertainty, understand trade-offs and make decisions aligned with their personal circumstances. As this approach becomes more common, the relationship between broker and client is becoming deeper and more consultative.

The article also highlights a challenging chapter from the broker’s career: involvement in the first realestate.com.au-branded broker cohort formed when REA Group partnered with Choice Aggregation and entered the broking sector. The initiative was fast-moving and heavily focused on generating and responding to leads at scale.

While the model created significant activity, it also came with pressure. Brokers were expected to act quickly on a large volume of enquiries, but not every lead was of high quality. At the same time, the structure offered limited flexibility in how those relationships could be managed. The experience underscored both the opportunities and limitations of lead-driven broking models.

That period proved to be a learning experience about the importance of quality over quantity, and about the need for systems that allow brokers to spend time on the right clients in the right way. It also reinforced the value of adaptability in a fast-changing industry where client expectations, digital lead generation and professional standards continue to evolve.

Overall, the broker’s reflections point to an industry in transition. Brokers are increasingly being asked to do more than secure loans: they are expected to guide, educate and support clients through complex financial decisions, while also managing the realities of high-volume, digitally driven business models.