Broker-assistant-turned-business-owner on the lessons, challenges, and values that shaped her career
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.
For this week, MPA is featuring Bree Rollo (pictured top), director and mortgage broker at Tend Home Loans, who has built a 24-year career from a chance entry into the industry as a university student. What began as a receptionist role at CBA evolved into a deep commitment to advice-driven broking — one that led her to launch her own brand in 2022.
Based in Perth, WA, she shares her views on the evolving role of brokers, the value of strong client relationships, and why a solid foundation early in your career makes all the difference.
- Full name: Bree Rollo
- Job title: Director and mortgage broker
- Company: Tend Home Loans
- Number of years in the industry: 24
- Location: Perth, WA
How and when did you become a mortgage broker?
I actually fell into the industry quite early on. In 2002, after around six months working at CBA while studying Architecture at university, I decided to defer my degree and take on a role as a receptionist/broker assistant. I wanted to earn some money rather than live like a typical student, but it quickly turned into a long-term career.
In 2003, I moved to a new company and became the assistant to one of Perth's top-writing brokers. That experience was pivotal. I gained a deep understanding of lending and credit, but also saw first-hand what was possible in the industry — both in terms of impact and career progression.
Over time, I realised I wanted to step into that role myself. In 2012, I became accredited as a broker and began building my own client base while still working full-time as an assistant. It was a gradual transition, but it gave me a really strong foundation.
In 2015, I made the move into self-employment as a broker, and in 2022 I launched my own brand, Tend Home Loans. That step was about creating a business that truly reflects how I want clients to feel throughout the process — supported, informed, and confident in their decisions.
In your opinion, what has been the most positive development in broking?
The evolution towards advice-driven broking has been one of the most positive changes.
Clients are no longer just looking for a loan — they're looking for guidance, clarity, and someone to help them make sense of their options in a changing market. That shift has elevated the role of brokers from transactional to strategic.
There's also been a noticeable improvement in how brokers structure and present solutions. It's not just about rate anymore — it's about flexibility, future planning, and aligning the loan to the client's broader goals.
At the same time, advancements in technology have significantly enhanced how we operate. The tools available now — from client communication platforms to scenario modelling and application tracking — allow us to work more efficiently and provide a smoother, more transparent experience for clients.
Together, these developments have helped raise the overall standard of service across the industry.
What challenges do you see currently facing the industry, and what solutions would you propose?
Uncertainty is one of the biggest challenges right now — whether that's interest rates, cost-of-living pressures, or borrowing capacity.
Clients are more cautious, which means there's a greater need for clear guidance and scenario planning. As brokers, we're spending more time helping clients understand not just what they can do, but what they should do based on their goals and risk tolerance.
Another challenge — and opportunity — is the perception of brokers. While this is evolving, there can still be a tendency for clients to see a broker purely as someone who finds the lowest rate, rather than as an integral part of their broader financial team, alongside their accountant or solicitor.
That's where the industry has an opportunity to continue shifting the narrative. By focusing on education, strategy, and long-term outcomes, brokers can demonstrate the real value they bring. Encouragingly, this is already changing, as more clients begin to recognise the role a broker plays in helping them make more informed and confident financial decisions.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
One of the more challenging experiences in my career was being part of the first realestate.com.au–branded broker cohort when REA Group partnered with Choice Aggregation in their initial move into the broking space.
It was a fast-paced environment with a strong focus on lead generation, and there was significant pressure to action a high volume of enquiries. In reality, not all of those leads were high quality, and the model didn't allow much flexibility in how those relationships were managed.
After 12 months, I made the decision to transition back to Choice and refocus on building my business through referrals and long-term client relationships.
That experience was a valuable turning point. It reinforced for me that the quality of the client relationship is far more important than the quantity of leads. Word-of-mouth referrals tend to be more aligned, more engaged, and ultimately more loyal — allowing me to deliver a higher level of service and build a more sustainable business.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
My biggest piece of advice is to focus on building strong foundations early — both technically and in how you communicate with clients.
Understanding credit policy is critical, but your ability to explain things clearly and build trust is what sets you apart. Clients don't just want information — they want confidence in the decisions they're making.
I would also strongly encourage starting out in a broker assistant role if possible. It's one of the best ways to learn the fundamentals of the industry. You're exposed to a wide range of scenarios through repetition, which helps you build an understanding of the nuances of different deals. Without that exposure, you might only come across certain scenarios months or even years apart, making it harder to build confidence and depth of knowledge. Having the opportunity to learn through volume and experience early on can significantly fast-track your development as a broker.
I'd also recommend finding a strong support network or mentor. There's a lot to learn, and surrounding yourself with experienced professionals who are willing to share knowledge makes a big difference.
Finally, be consistent. This industry rewards those who show up, keep learning, and genuinely care about delivering the right outcomes — not just the quickest ones.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are Charlotte Rubbo of In Mortgage & Finance Services, Karen Le Comte of Mortgage Choice Cleveland, Ditte Moller of Viking Mortgages, Chandelle Lord of Mortgage Lane, Jason Cuerel of Mortgage Innovations, Talissa Bailey of Bai Mortgage, Dan Pertot of Pertot & Co. Mortgage Brokers, Leo Cagliolo of Professional Mortgage Manager, Raj Ladher of Mortgage Wealth, and Chris van Rijswijk of Northern Beaches Wealth Home Loans.
Are you a mortgage broker interested in being featured? Email the author with your details.
