This regular Top 10 contender says longevity, consistency and customer care are the keys to success

Keith Caine’s team at Mortgage Choice Glenelg in Adelaide had the largest loan book among this year’s Top 10 contenders. Caine says it’s all about longevity. Over the last 20 years, the brokerage has built a standout reputation in the local community by offering a great service.

“We are known for being a trusted and knowledgeable brokerage and have built our book by working extremely hard and delivering well over and above customer expectations for a very long time,” he says.

But the business still encounters the ups and downs of the market, including all the extra time it now takes to prepare an application.

Caine says while the number of enquiries received are down, the number of loans settled in the year to date are up. “We are working harder to close the customers that are coming in,” he says.

The business has expanded its mortgage broking team to four customer-facing brokers, and has also bolstered its financial planning arm.

“No matter how difficult it will be made for brokers, we offer a fantastic service and we’re not going anywhere”

Caine is confident that no matter how difficult it will become for brokers, his business is not going anywhere. And that really comes down to customer service, which he is constantly improving by setting customer expectations early and communicating with them regularly. It also helps to show customers how well you know your stuff , Caine says.

Clients are increasingly turning to brokers to gain a clearer understanding of their financial position and ability to borrow money.

“Too often they are misinformed by branch staff . We are experts in our field and our customers know it,” he says.

If Caine is someone you wish to emulate, it might also be a good idea to share his passion: “I love numbers and I love people! Mortgage broking allows me to experience both.”

But he says new entrants should warn their families that they won’t be around for a while. “Prepare to dig your feet in and work very hard.”