'There is no such thing as a silly question, except perhaps the one that never gets asked'
In the latest edition of MPA's long-running State Manager in the Spotlight series, Karen Renton discusses her role at non-bank lender Liberty.
Renton supports brokers across South Australia and the Northern Territory with commercial, business and self-managed super fund (SMSF) lending.
Renton started as a bank teller more than 30 years ago. Her advice? Stay curious, and never be afraid to ask questions.
The series is dedicated to shining a light on the best and brightest business development managers (BDMs) and state managers in Australia's thriving mortgage finance industry.
- Full name: Karen Renton
- Job title: Commercial and SMSF business development manager (SA/NT)
- Company: Liberty Financial
- Number of years in the industry: More than 30
- Location: Adelaide, SA
When and how did you join the finance industry?
I joined the industry as a bank teller and progressed through a variety of roles within banking, gaining experience across multiple areas of the sector. Over time, I moved into mortgage broking and later became a subject matter expert within a major bank.
These experiences gave me a broad understanding of lending, credit and customer outcomes across different parts of the industry.
What does your current role involve?
I work with brokers across South Australia and the Northern Territory, helping them find solutions for commercial, business and SMSF lending opportunities.
My role involves a mix of face-to-face meetings, virtual catch-ups, phone conversations and email support. No two days or broker interactions are ever the same. Support may range from education sessions on SMSF lending and financial analysis through to helping brokers work through challenging scenarios and identify opportunities for growth.
Ultimately, my role is about being a trusted and valued resource. I support brokers not only with lending options but also by helping them build capability and identify new opportunities for success.
How do you assist brokers to grow their business?
I help brokers grow their business by being accessible and reliable, drawing on decades of industry experience to provide practical guidance and support. Every broker's journey is different, so my focus is on helping them navigate change, overcome challenges and build the confidence to diversify and expand their client offering.
I encourage brokers to ask questions and seek support whenever they need it, because there is no such thing as a silly question, except perhaps the one that never gets asked.
By creating an environment that encourages learning and collaboration, I can help brokers strengthen their expertise, identify opportunities, expand their businesses and deliver better outcomes for customers.
What do you enjoy most about your role?
That's an easy one. What I enjoy most about my role is the opportunity to help people, whether that's brokers, clients, colleagues or industry partners. I've always believed our industry is built on collaboration, and the best outcomes come from sharing knowledge and supporting one another.
The relationships I've built, the friendships formed and the respect I've developed for so many people across the industry continue to be my greatest source of motivation.
What's the most important advice you can offer to a new-to-industry broker?
My advice to new-to-industry brokers is to be curious and never be afraid to ask questions. Some of the best learning comes from seeking support from colleagues, BDMs and industry partners, and being willing to learn from those around you.
The most successful brokers continually build their knowledge and confidence while remaining clear on their professional responsibilities. That means educating and guiding clients without crossing into financial advice.
If you stay curious, seek support and keep learning, you'll build the trust, credibility and experience needed for a long and successful career.
How important is broker feedback in ensuring you provide the best service?
Broker feedback is critical to ensuring I provide the best possible service, as every broker, client and transaction is unique. Open communication throughout the process helps me understand how I can best support them, provide clarity and keep transactions progressing smoothly.
Feedback after settlement is equally valuable, as it highlights what worked well and where improvements or additional education may be beneficial. Constructive feedback helps strengthen relationships, refine our service and ultimately deliver better outcomes for brokers and borrowers.
What makes a great BDM or state manager?
I believe it's about being approachable, knowledgeable and consistent. Brokers, aggregators and business partners need to feel comfortable reaching out for support, whether it's a deal scenario, a business challenge or an opportunity to strengthen their business.
I firmly believe the strongest relationships are built on trust. By being accessible, delivering on commitments and being genuinely invested in the success of brokers and clients, you become more than a transaction partner. You become a dependable business partner.
If there's one thing you could change about the industry, what would it be?
If there's one thing I could change, it would be increasing access to ongoing learning and opportunities to share knowledge across our industry, from new entrants to experienced professionals.
I would also like to see a greater focus on improving financial literacy across the broader community. Better-informed consumers are better equipped to navigate financial decisions, which benefits borrowers, brokers and the wider industry alike.
Describe your ideal weekend:
My ideal weekend is a balance of productivity, family time and the chance to switch off. Saturdays are usually spent cleaning, gardening and getting outdoors, and Sundays are typically devoted to hands-on projects with my family.
To round out the weekend, nothing beats a relaxed cook-up, sharing local food and wine with family and friends, and spending time with my much-loved fur baby.
