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The Mortgage & Finance Association of Australia (MFAA) has shared a best practice guide to implementing technology in modern brokerages as part of a series of new guides drawing on insights from the industry body’s 2025 Business Growth Roundtable Series.
Technology, efficiency and cyber resilience is one of several new resources released by the MFAA through its website, which draws upon insights from more than 50 experienced brokers.
The guide delves into the tools and practices brokers are adopting to streamline operations, lift productivity, and strengthen cyber protections – according to the broker association – including insights on the role of artificial intelligence (AI) and open banking.
Technology driving growth
Roundtables with top broking businesses revealed key insights into how successful brokers implement technology, according to the MFAA.
The most successful firms said they rely on a single CRM as their control centre, automate routine tasks, and free brokers to focus on clients rather than admin.
Change management is critical, with brokers advising the importance of introducing new systems gradually, supporting teams through the transition, and documenting clear steps to ensure confident, consistent adoption.
One broker noted: “If we don’t lock down what’s approved, files end up everywhere.”
The MFAA’s guide also suggested that many brokers are now tightening cyber controls, educating clients on secure digital practices, and setting clear rules for AI use, ensuring innovation never comes at the cost of compliance.
Melanie Kafka, MFAA executive for member experience and partnerships, said the guide aims to provide valuable insights for brokers, no matter their business model or career stage.
“Right across the country, members openly shared their knowledge to support others. They are at the coalface of changing markets and shifting client expectations,” she said.
“MFAA members talked about what is working well and the lessons they learned along the way. Their willingness to give back means these guides speak to the real world of broking and will help others strengthen their relationships, diversify or expand their services and use technology more effectively.”
In addition to the Technology, efficiency and cyber resilience guide, the MFAA has also released guides to Expanding your client services and Business growth through strategic partnerships.
These form part of a five-part series, with two more guides – People, Culture & Succession Planning and Professionalism, Standards & Trust – scheduled for release in January 2026.
“We’re thrilled to launch these guides and make them available to our members as they prepare for what’s certain to be a busy year in 2026,” Kafka said.
Cyber risks
Many brokerages are embracing the potential of technology, but it comes with risks.
As reported by Broker Daily sister brand The Adviser, a recent survey of 1,000 brokers by data analytics company Equifax found that nearly three-quarters of mortgage brokers experienced scams or fraud in the past 12 months – a sharp rise from 26 per cent reported the previous year.
The 2025 Equifax Mortgage Broker Pulse Survey found that half of brokers reported encountering basic scam emails, calls, or texts.
They were also targeted by fake websites and emails (37 per cent), document falsification (37 per cent), and more sophisticated scam websites (38 per cent).
Moses Samaha, Equifax’s executive general manager, commented: “At Equifax, we know just how aggressive fraudsters are in continuously evolving their practices. Now more than ever, it’s vital to remain educated and take precautions.”
[Related: MFAA member numbers reach all-time high]