From office manager to mortgage strategist, broker builds career on relationships, financial education, and the smart use of AI
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.
MPA shines the spotlight this week on Stacey Straatsma (pictured top), senior broker at Mortgage Choice Nowra, who built her broking career on a decade of management experience and a passion for helping people navigate every stage of their financial lives.
Starting out in an administration role before being encouraged to become a broker, Straatsma has spent eight years developing a practice rooted in long-term client relationships, early-intervention financial education, and an enthusiastic embrace of AI-driven compliance and workflow tools. From guiding anxious first-home buyers through their initial purchase to watching those same clients grow investment portfolios years later, she brings a strategist's mindset to every case — and a firm belief that the broker's role extends well beyond securing a single loan.
- Full name: Stacey Straatsma
- Job title: Senior broker / Financial development and compliance officer
- Company: Mortgage Choice Nowra
- Number of years in the industry: 8
- Location: Nowra
How and when did you become a mortgage broker?
It actually all started a bit accidentally! I initially took on an administration role within the industry, but it wasn't long before they asked if I had thought about being a broker. Before that, I spent over a decade working as an office manager and, previously, a store manager. That background proved to be the perfect foundation; I was used to managing people, balancing rosters, overseeing budgets, and handling accounts. Those years taught me how to keep everything running smoothly under pressure. Moving into mortgage broking allowed me to pair that deep operational experience with my passion for helping people.
In your opinion, what has been the most positive development in broking?
Without a doubt, it's the tech boom we are experiencing — specifically how we are utilising AI. Looking back to when I started eight years ago, the shift is incredible. Incorporating AI for things like compliance checks, data scraping, and generating reports has completely changed the game. It flags things we might have previously missed while manually scrolling through six or twelve months of bank statements.
Another massive win has been the introduction of AI-driven automatic note-taking during client meetings and webinars. It ensures we never miss a single piece of critical information or a subtle detail a client mentions, allowing us to stay 100% present in the conversation rather than scribbling notes and missing what they are saying. From a compliance perspective, it's brilliant for reducing risk, but as a broker, it removes a massive chunk of administrative heavy lifting. We spend less time pushing paper and more time focusing on strategy and talking to clients.
What challenges do you see currently facing the industry, and what solutions would you propose?
The biggest hurdle I see right now is the perfect storm of high interest rates, skyrocketing living costs, and severely reduced lending capacity for borrowers. On top of that, the industry is navigating a lot of consumer anxiety around policy proposals regarding the removal of negative gearing and changes to capital gains tax. It's making clients hesitant and squeezing their borrowing power from both sides.
The solution: as brokers, we have to shift from being transactional to being long-term financial strategists. The solution lies in proactive, early-intervention education. We need to work with clients much earlier — sometimes six to 12 months before they buy — to help them restructure their finances, manage their living expenses, and maximise their borrowing capacity. When it comes to tax and policy changes, our role is to cut through the media noise with clear, factual scenarios, helping clients focus on long-term property goals rather than short-term panic.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
Rather than one specific file, what stands out most to me is the journey I've taken with my first-home buyers. Early on, I learnt that working with first-time buyers requires a masterclass in hand-holding and over-communication. They don't know the jargon, and they are understandably very anxious, so I learnt to welcome every single question and proactively reach out before they even had the chance to worry. Staying on top of communication is the priority with these clients.
The most rewarding part? Those same first-home buyers from years ago are now my long-term clients. Over the last eight years, I've helped them fund renovations, upsize as their families grew, support them through family changes, and start building their investment portfolios. It taught me that being a great broker isn't just about securing a single loan; it's about building a relationship that supports a client through every stage of their life.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
Be ready to work hard and think outside the box. The days of just entering data into a system and getting an easy approval are gone. Every client's financial situation is unique and requires critical thinking.
Look beyond the majors. If a scenario doesn't fit the standard major-bank mould, don't give up. There is usually a solution out there — you just might need to look toward non-conforming lenders, seek policy exceptions, or be willing to work with the client to restructure their finances and wait a few months.
Protect your relationships. Your network is your net worth. Build rock-solid relationships with your BDMs (business development managers). When you have a tough file that needs a human eye and a bit of advocacy, those relationships are what get the deal across the line.
Broker in Focus is a weekly MPA feature spotlighting mortgage brokers from diverse firms and locations across Australia. Among those recently featured are Jerry O'Brien of Mortgage Station, Ashley Hooker of Mortgage Choice Woronora Heights, Ben Harris of In Financial Services, Bree Rollo of Tend Home Loans, 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, and Talissa Bailey of Bai Mortgage.
Are you a mortgage broker interested in being featured? Email the author with your details.
