Two Broker Girls’ Sarah Cox: ‘Don't be afraid to tell your story’

When customer service is more than just a department but representative of your entire business model, it stands to reason that accolades should follow.

That was the experience of north east Victoria-based Two Broker Girls, which took home the Bluestone Home Loans Best Customer Service from an Individual Office gong at the 2025 Australian Mortgage Awards.

With 2026 the nominations window closing fast, MPA caught up with Two Broker Girls director Sarah Cox (pictured, accepting award from Bluestone's Aaron Taylor) to look back on the win.

“The award felt like validation that the way we do business matters,” Cox told MPA. “It's never been about writing the most loans. It's about creating an experience where people feel confident, informed and supported from start to finish.”

The six-person brokerage helps clients across the full residential spectrum – from first-home buyers, investors and refinancers, to those requiring strategic finance solutions including SMSF and trust lending. But it is their client-centred culture, rather than loan volume, that has defined the firm's growth.

A regional voice on the national stage

For a brokerage based in regional Victoria, becoming an AMA awardee carried a message of its own.

"As a regional brokerage, we also love seeing businesses of all sizes recognised," said Cox. "It's proof that great customer outcomes and exceptional service matter more than your postcode."

The AMAs, she added, offer something that the daily grind of running a brokerage rarely allows. "Running a brokerage is busy, and most of the wins happen quietly behind the scenes. The AMAs give an opportunity to tell our story, showcase our achievements and celebrate the people who help make it all happen."

What the night means to brokers

Beyond the competitive element, the AMAs are valued for the community they bring together.

"The energy in the room is always amazing," she said. "Whether you're a finalist, a winner or simply there to support others, it's inspiring to be surrounded by people who are passionate about helping clients achieve their property goals."

She described the night as one of the few occasions in the year where the industry allows itself to celebrate.

"Our industry works incredibly hard and those achievements deserve recognition," she said. "It's also a fun excuse for everyone to switch off for a night and enjoy themselves after a busy year."

The AMAs have long been regarded as the benchmark for excellence in Australian mortgage broking, drawing entries from across the country's broker community and recognising performance across categories spanning individual brokers, brokerages, and industry support.

With a winning entry behind them, Two Broker Girls is well placed to offer first-timers some practical guidance. "Start early and don't be afraid to tell your story," said Cox. "Sometimes we can be a little too humble about our achievements, but this is your opportunity to showcase what makes your business special."

She urged prospective entrants to focus on substance over style. "Focus on real client outcomes, include measurable results where you can and share examples that bring your submission to life. Most importantly, be authentic. The best submissions aren't trying to sound impressive – they're simply showing the impact they've had on their clients, team and community."

A year of growth behind the scenes

The Best Customer Service from an Individual Office award was the headline moment, but the past 12 months have involved substantial development for Two Broker Girls, having grown its team, strengthened internal processes and built out a client experience that is increasingly driving its own growth through referrals.

"The biggest highlight has been continuing to help more first- and next-home buyers achieve goals they once thought were out of reach," said Cox. "There's nothing better than seeing clients pick up the keys to their first home, move into a family home they've been dreaming about or realise that home ownership is actually possible for them.

"Winning the Bluestone Home Loans Best Customer Service from an Individual Office award was an incredible milestone, but what we're most proud of is the trust our clients place in us every day," she said.

With nominations for the 2026 Australian Mortgage Awards being taken until Friday, 3 July, brokers have the opportunity to put their hand up, tell their story, and let the work speak for itself.