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I’ve worked across professional services for years, helping businesses make sense of AI tools and digital technologies. Along the way, I’ve learned to spot what delivers. Brokers don’t need hype – they need results. And the ones who stay curious and keep experimenting? They’ll be ahead of the pack by year’s end.
The good news is you don’t need to overhaul your business. You just need to understand where AI fits and how to start.
AI isn’t a threat to brokers – it’s a boost
People still want to deal with people, especially when it comes to big financial decisions. But they want timely responses, clear updates, and a smoother process. AI doesn’t replace relationships – it supports them by helping you stay organised, responsive, and ahead of the game.
Think of it as a junior staffer who never gets tired, doesn’t need a desk, and works 24/7 without stealing your coffee mug.
4 practical ways brokers are using AI
1. Admin and client communications
- Staying on top of client communication is critical in a broker’s world. AI can help you stay ahead by drafting clear, timely messages – whether it’s chasing documents, replying to common queries, or re-engaging leads. Tools like ChatGPT can also help shape your tone or fine-tune your message.
2. Document review
- Reviewing client documents and lender policies takes time. AI can speed up the process by summarising key points or checking for gaps, saving you from missing something critical at submission.
- Some broker platforms now include AI tools that review docs for missing data or inconsistencies before you hit submit.
3. Lead nurture
- Keeping your pipeline warm is critical, but time-consuming. AI-enabled CRMs can flag when a lead goes cold, remind you to follow up, and even suggest the next best action based on client behaviour.
4. Marketing
- AI tools can help you brainstorm content ideas, write social posts, or even script a short client explainer video. It’s a practical way to stay visible, without getting stuck staring at a blank screen or breaching compliance in the process.
The risks are real – but manageable
That’s exactly why brokers need to lean in – not tune out. The biggest traps include:
- Privacy – Don’t feed identifiable information into free tools. Keep it generic or explore broker-safe platforms.
- “Hallucinations” – AI sometimes makes stuff up. Always review what it produces.
- Compliance – AI can draft content, but you are still responsible for ensuring it meets industry standards and are accountable for everything submitted under your name, even if AI helped write it.
It’s a bit like giving the work-experience kid the first crack at the email. Handy – but don’t hit ‘send’ until you’ve looked it over.
3 steps to get AI working for you
Step 1: Treat your AI tools like collaborators, not competitors.
Jump onto a free AI tool (like ChatGPT or Gemini) and treat it like a team member who needs a briefing. Start with something like: “I’m a mortgage broker based in Queensland. You’re my assistant, helping with communication and admin.” Then follow up with something practical, like: “Draft a short follow-up message for a client who missed their document deadline.” Clear context leads to better outputs.
Step 2: Tackle your time traps.
Think about where your day disappears – whether it’s chasing up documents, rewriting the same email for the fifth time, or manually updating client records. These repetitive tasks are exactly where AI shines. Freeing up even 30 minutes a day can have a massive compounding effect over a month.
Step 3: Use what you’ve already got.
You don’t need to reinvent the wheel. Many aggregators are already embedding AI into everyday platforms. Tools like BrokerEngine or Sherlok could already be part of your workflow – you just need to turn them on.
The numbers don’t lie – AI adoption is surging
McKinsey’s global AI survey showed 78 per cent of businesses have already adopted AI in some form, with financial services among the fastest-growing sectors.
Closer to home, Momentum Intelligence reports showed broker market share is climbing – but so are expectations. Clients want speed, clarity, and digital service without sacrificing trust.
Your next step
AI can be a game changer, but only if you approach it with your eyes open.
It’s not about jumping on the bandwagon. It’s about understanding how to get back your time, serve your clients better, and keep your edge in an increasingly digital game.
Not sure where to begin? Pick one admin task and hand it to AI this week. You might be surprised at how quickly it pays off.
And the brokers who get that? They’ll be the ones ahead of the pack by Christmas.
Tracy Sheen is the award-winning author of AI & U: Reimagine Business and founder of The Digital Guide.