How one negative experience set this client-turned-broker on a new career path
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 interviewed Charlotte Rubbo (pictured top), finance broker at In Mortgage & Finance Services, who brings 12 years of industry experience and a deeply personal motivation to her role.
Having endured a distressing experience with her first broker in 2009, Rubbo entered the profession determined to do things differently — building her practice on trust, genuine care, and going the extra mile for every client. From baking 260 brownies to win a referral relationship, to embracing AI to better serve her clients, Rubbo's approach is anything but ordinary.
- Full name: Charlotte Rubbo
- Job title: Finance broker
- Company: In Mortgage & Finance Services
- Number of years in the industry: 12
- Location: West Perth
How and when did you become a mortgage broker?
I became a mortgage broker in May 2014, but my journey into the industry started much earlier.
My first experience using a mortgage broker was in 2009 when I purchased my first property — and unfortunately, it was a terrible one. The experience left me feeling unsupported and, at one point, I was even verbally abused over the phone. It was upsetting (and I'm not one to cry easily).
While that experience didn't immediately lead me into broking, it did shape the way I approach my role today. When I later made the decision to become a mortgage broker, I was adamant that no client of mine would ever feel the way I did. Treating people how you would like to be treated is something I value deeply, and it remains central to how I work with every client.
As I continued building my own property portfolio, I knew I needed to find a broker I could trust. I was referred to a broker at IMFS (In Mortgage & Finance Services) — someone who, as it turns out, would later become my manager and is still a colleague today. She was everything my first experience wasn't: knowledgeable, professional, and genuinely invested in her clients.
Over time, through multiple property purchases, she got to know me well and saw potential I hadn't considered myself. She encouraged me to think about becoming a broker and joining the team.
At the time, I was working in finance and people management within a not-for-profit organisation. While I loved working with people and had a strong interest in finance, the idea of moving into a commission-only role was daunting. I took a very considered approach and sat on the decision for around 18 months.
Ultimately, I decided to take the leap — and it was one of the best strategic decisions I've made. The flexibility, autonomy, and ability to combine my passion for finance with building meaningful relationships was incredibly appealing. I genuinely love what I do.
In your opinion, what has been the most positive development in broking?
Without a doubt, the most positive development in broking has been the evolution of technology.
When I first started, the process was heavily paper-based and time-consuming. Over the years, digital tools have transformed the way we work, allowing brokers to be far more efficient and client-focused.
More recently, the introduction of AI has taken this even further. It has streamlined elements of compliance and administration, significantly reducing the time spent on back-end tasks. This shift allows me to focus more on what really matters — building relationships and supporting clients through their lending journey.
What challenges do you see currently facing the industry, and what solutions would you propose?
One of the biggest challenges facing the broking industry is the increasing level of compliance and regulatory requirements. While these are important and necessary, they do add a significant administrative burden. The level of documentation and evidence required continues to grow, which can at times feel overwhelming.
That said, technology — particularly AI — offers a practical solution. When used effectively, it can help streamline processes, improve the level of professionalism, and reduce the time spent on compliance-related tasks.
Despite the rise of AI, I don't believe brokers will become obsolete. At its core, mortgage broking is a people-driven profession. Clients want guidance, reassurance, and someone they can trust — especially when making what is often one of the biggest financial decisions of their lives. The human connection, personalised advice, and long-term relationships we build simply cannot be replaced by technology.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
One of my most memorable experiences comes from my early days in the industry, when I was determined to grow my client base as quickly as possible.
I attended countless networking events and seminars, and even created my own referral group with like-minded professionals I trusted. I was willing to step well outside my comfort zone to build connections.
One standout moment was when I baked 260 brownies in a single Sunday afternoon and evening — each one individually wrapped — to deliver to an accounting firm the next day. It was a promise I had made to one of the firm's directors after meeting him at a seminar.
The gesture made an impression. Not only did it open the door for me to run presentations for their team — covering topics such as first-home buying and property investing — but it also laid the foundation for a strong, ongoing professional relationship that continues to this day.
The key lesson? Building trust and relationships takes effort, consistency, and a willingness to go the extra mile — but it pays off.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
For anyone considering a career in broking, it's one of the best decisions I've made.
For those starting out, my biggest piece of advice is to focus on building relationships. Attend networking events, connect with other professionals, and put yourself out there. Growing a client base and referral network takes time, persistence, and long hours — but the long-term rewards are worth it.
Two pieces of advice I was given in my first week have stayed with me throughout my career:
- Don't rely on friends and family for business. It's easy to assume your immediate network will become your first clients, but in reality, many people prefer to keep their financial situation private. Over time, however, as they see your professionalism, integrity, and passion, they will naturally come to you.
- Clients refer like-minded clients. Building a high-quality client base is key. When you deliver a great client experience, like-minded clients tend to refer others who value the same level of service, which helps create a reliable and sustainable word-of-mouth network.
Over time, the clients you attract and retain often influence the types of referrals you receive. Clients who respect the process, communicate well, and value professional service are more likely to be connected with others who share similar qualities. This naturally contributes to a client base that aligns well with the way you work and the service you provide.
Focusing on delivering a consistent, high standard of service helps attract and retain the right clients and naturally builds a long-term referral network that reflects those values.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are Karen Le Comte, 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, Chris van Rijswijk of Northern Beaches Wealth Home Loans, and Ajay Krishnan of Home Loans Fast.
Are you a mortgage broker interested in being featured? Email the author with your details.
