Industry encouraged to adapt to changing client expectations and evolving market trends
The mortgage broking industry is poised for significant change in 2025, driven by rapid technological advancements, evolving market dynamics, and a growing emphasis on client-focused services, according to an industry expert.
Dino Pacella (pictured above), head of third-party relationships at Marketplace Finance, said this year is a pivotal one for brokers to adopt innovative tools, diversify their offerings, and enhance their value in a competitive market.
Artificial intelligence (AI) has become a transformative force in mortgage broking, streamlining processes and improving client engagement. AI-driven platforms are offering brokers deeper insights into customer preferences and behaviours, enabling them to deliver more personalised services and anticipate client needs. Automating routine tasks is also freeing brokers to focus on relationship-building and strategic activities.
“Technology is a major driver of efficiency in our industry,” Pacella said. “Blockchain and secure digital platforms are enhancing transparency and simplifying lending processes. Tools like instant identity verification, digital signatures, and seamless documentation are becoming the standard.
“For brokers, adopting these technologies is no longer optional — clients expect a frictionless experience, and those who adapt will thrive.”
Diversifying beyond traditional residential lending is also emerging as a key growth strategy for brokers in 2025. Expanding into areas such as commercial finance, asset lending, and alternative funding solutions is becoming essential for brokers seeking to maintain a competitive edge.
Pacella – who is also the founder and chief executive of National Finance Brokers Day – said that by broadening their expertise, brokers can meet the diverse needs of clients and establish themselves as versatile advisors. Diversification not only strengthens revenue streams but also helps brokers future-proof their businesses in a shifting financial landscape.
While technology and diversification are critical, Pacella pointed out that exceptional service continues to be a defining factor for success in the broking industry.
“Exceptional service is what sets successful brokers apart,” he said. “Clients want advisors who simplify complexity, instill confidence, and deliver results.”
According to Pacella, economic conditions, interest rate movements, and regulatory updates are all expected to shape the broking industry throughout the year. He urged brokers to stay informed on these developments to guide clients through increasingly complex financial decisions.
“This year is all about positioning ourselves for the future,” Pacella said, stressing that by embracing AI, adopting new technologies, diversifying services, and maintaining high service standards, brokers can secure their place as indispensable partners for their clients.
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