Industry veteran shares lessons on trust and building a referral-driven broking business

Broker in Focus is a dedicated series that highlights the unique journeys of mortgage brokers, providing them with a platform to share their experiences, insights, and expertise. Through compelling personal stories and professional reflections, each featured broker recounts the key moments that have shaped their careers, delves into the challenges and opportunities facing the industry today, and shares the valuable wisdom they have gained along the way.
This week, MPA shines a spotlight on Hayden Folbigg (pictured above), director of Bigg Mortgage Group and a seasoned industry veteran with nearly 30 years in finance, as he shares his insights on the evolution of mortgage broking, championing clients, and why people-first service remains the key to long-term success.
Full name: Hayden Folbigg
Job title: Director
Company: Bigg Mortgage Group
Number of years in the industry: 28
Location: Sydney
How and when did you become a mortgage broker?
I had been in commercial and residential real estate, which gave me a solid grounding in property — but it was the finance side that really intrigued me. When the opportunity arose to transition into mortgage broking, it felt like a natural progression. This was back in 1997, when broking was still very new in Australia. I vividly remember having to explain to clients what a mortgage broker actually did — it really was an emerging profession at the time. That leap into broking not only shaped my career but also my personal life — it’s how I met my wife, Caroline. We’ve been working together in the industry ever since.
In your opinion, what has been the most positive development in broking?
The most positive development in broking has been the evolution of technology. Tools like Quickli have transformed how we work by enabling brokers to compare multiple lenders’ servicing capacities and policy requirements in one streamlined platform. We aggregate through the LMG Group, and their MyCRM platform is, in my view, one of the most advanced in the market.
The integration of Quickli, SmartData, and Property Hub into MyCRM has significantly lifted our productivity and operational efficiency. These innovations have freed up more time for brokers to focus on what really matters — delivering great outcomes for clients.
What challenges do you see currently facing the industry, and what solutions would you propose?
One of the biggest challenges facing the industry right now is increased competition — not just from traditional lenders, but also from fast-growing online and digital platforms. These alternatives often promise speed and simplicity, which can be appealing to consumers.
For brokers to remain competitive, we need to double down on the value we uniquely offer: personalised service, trusted advice, and deep knowledge of an increasingly complex lending landscape. Building trust is key — by being proactive, transparent, and truly client-focused, we can continue to demonstrate why brokers remain an essential part of the home loan journey.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
One of the most memorable — and undoubtedly most challenging — experiences in my career involved a client who was on the brink of losing a family farm that had been passed down through generations. They had explored every avenue they could think of and had nearly given up hope before being referred to me. The stakes were incredibly high, both financially and emotionally. I knew I had to dig deep to find a solution, and after considerable effort, I managed to secure a lender that fit their unique circumstances.
That moment reinforced why I do what I do — it’s not just about getting a loan approved, it’s about protecting what matters most to people. I’ve carried that lesson with me ever since: always go the extra mile, because sometimes you’re not just saving a property — you’re preserving a legacy.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
My biggest piece of advice for anyone starting out in broking is simple: you genuinely have to enjoy helping people. That mindset is what will carry you through the early years, which can be tough. Building a successful broking business doesn’t happen overnight — it takes persistence, especially when it comes to developing referral relationships. You need to be proactive about partnering with referral sources and never hesitate to ask your clients for referrals.
Over time, that approach compounds — today, 95% of our business comes from client referrals alone. Also, invest in your education and gain real hands-on experience as a loan writer. The more you know, the more confidence you’ll have — and the better service you’ll deliver.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are Russell Munfaredi of Mortgage Pros, Brett Wadelton of My Expert®, Jasmine Alexander of Prosperity Mortgage Partners, Cory Palazzolo of Think Home Loans, Janine Ashmore of Bliss Home Loans, Allan Culbertson of Ledge Home Loans, Katherine Persoglia, Property Before Prada, Luke Mansour of Legal Home Loans, Livio Tramontin of MPL Mortgage Services, and Mark Bonnici of Westlend Home Loans.
Are you a mortgage broker interested in being featured? Email the author with your details.