The intelligent broker guide: Navigating the next era of mortgage broking

As principal partner of the 2025 Broker Daily Innovation Summit, NextGen joined industry leaders and technology innovators to explore how intelligent technology, AI and Open Banking is redefining competitive advantages for brokers while fundamentally improving the lending experience across the ecosystem.

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AI’s Transformation: From automation to intelligent partnership

The summit revealed a critical evolution in how AI is reshaping the lending ecosystem. We’re witnessing a fundamental shift from AI as a supplementary tool to AI as an integrated decision-making partner—what industry experts are calling the “AI Prime” era.

This transformation extends beyond operational efficiency. Consumer behaviour is evolving rapidly: clients now use AI-powered platforms to research, compare, and even initiate financial transactions before ever contacting a broker. The competitive landscape is being redefined not just by who has the best rates, but by who can deliver the most intelligent, responsive service experience.

The practical implications for brokers are significant. Agentic AI systems are capable of autonomous multi-step workflows and are delivering measurable business outcomes. These systems handle everything from lead nurturing to client re-engagement, with early adopters reporting conversion rates that outperform traditional methods.

The winning formula integrates human expertise with AI capability: brokers establish strategic direction and context, AI executes the operational workflow, and brokers provide final validation and relationship management. This model ensures compliance, maintains quality control, and allows brokers to focus on high-value advisory services while dramatically scaling their operational capacity.

Strategic technology adoption

With hundreds of new applications entering the market, brokers face a critical challenge: discernment over adoption. The summit emphasised that successful brokers don’t chase every new tool, they build customer-centric technology strategies where platforms integrate seamlessly across CRMs, aggregators, and internal systems.

From AI-powered client retention tools that flag at-risk customers to automated document collection that reduces errors, the focus is on augmenting broker capabilities, not replacing human relationships. The message was that technology should enhance efficiency and enable brokers to focus on high-value relationship building.

Open Banking: Transforming the lending ecosystem

Open Banking emerged as a transformative force that will fundamentally reshape how brokers work. Real-time access to verified financial data to achieve streamlined workflows, faster application preparation and reduced errors. As adoption increases, more lenders are accepting verified Open Banking data directly, minimising manual verification and supporting documentation requirements.

NextGen has already integrated Open Banking with some of Australia’s leading aggregators including Connective, Finsure, and Mortgage Choice. To ensure all brokers can access Open Banking regardless of their aggregator, NextGen developed with its Open Banking subsidiary Frollo to deliver Frollo for Brokers—a free, secure solution that also seamlessly integrates with ApplyOnline®. This enables brokers to:

• Collect and access client financial data with consent, providing a complete, real-time view of financial position
• Refresh data throughout the consent period for up-to-date insights
• Meet best interests duty obligations with comprehensive, accurate financial information
• Reduce administrative burden and focus on meaningful client conversations

“This will lead to faster processing and approvals, higher-quality data submissions, and a more efficient, transparent lending experience for brokers, lenders, and clients alike—ultimately reshaping how financial data powers the end-to-end loan process.”

Renee Blethyn, Head of Broker Partnerships at NextGen explained

The path forward

The summit reinforced several strategic imperatives for brokers:

Embrace AI strategically – Start with foundational tools, focus on high-impact applications, and maintain human oversight to ensure quality and compliance.

Prioritise relationships – Education, trust, and proactive communication remain brokers’ most valuable differentiators in an increasingly automated market.

Streamline your technology stack – Integrate solutions that work together seamlessly, focusing on efficiency and enhanced customer experience rather than tool accumulation.

Leverage Open Banking – Data-driven processes will redefine speed, accuracy, and service quality. Early adoption positions brokers for competitive advantage.

Prepare for agentic AI – The next wave of autonomous tools is emerging. Building familiarity today ensures competitiveness tomorrow.

Invest in human + AI synergy – Technology amplifies capability, but personal expertise and relationships differentiate successful brokers.

Making lending easy

The summit made one thing abundantly clear: tomorrow’s successful brokers will be those who balance innovation with intuition. By embracing AI, leveraging Open Banking through platforms like ApplyOnline^®, and keeping human relationships at the centre, brokers can not only adapt but lead in a rapidly evolving market.

NextGen’s mission has always been to make lending easy through intelligent technology. This means empowering brokers with the tools they need to work more efficiently, make better-informed decisions, and deliver exceptional client experiences, all while maintaining the trusted adviser relationships that remain at the heart of successful broking.

Broker Innovation eBook

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Download now

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