If we’re aiming to build a brokerage that runs clean, handles volume, and doesn’t rely on us being across every file — this is the trio we need to get right: team, tech, tools.
We talk a lot in BROKER COACH about five-star experiences and building valuable businesses. Not more chaotic ones. Not just bigger ones. Valuable ones — the kind of business that has structure, consistency, and the ability to grow without us getting crushed in the process. And at the centre of it all is client experience. The more we wow our clients, the easier it becomes to win conversions, keep clients for the long haul, and generate a steady flow of referrals. Plus, it simply feels good to deliver at that level. Systems reviews from a mortgage broker coach often map people, tech, and tools across the client journey.
This is where team, tech, and tools come in — not as buzzwords, but as actual levers we can pull.
Good Brokers Can Handle $2M a Month. That’s Not the Problem.
If we’re a solid operator, $2M/month is fully doable solo. Head down, clean files, work hard, deliver good service. But it’s at $4M–$6M where the cracks show. We start chasing our tails. Submissions get messy. Valuations get missed. Clients are waiting on updates because we’re stuck in the backend.
That’s not a skill problem. It’s a system problem. And systems don’t get built by accident — they’re built by stacking the right team, tech, and tools.
Step 1: Build the Team (In the Right Order)
We don’t need an army. We need ownership. Delegation isn’t about “getting help” — it’s about installing responsible parties to own each part of the workflow so the broker can stay front-end with clients, delivering that five-star experience.
This is the order that works:
- Settlements + Submissions Officer – Same person. High labour, low complexity. They manage docs, follow up lenders, run settlement to-do lists. This hire alone can buy us 20 hours a week back — time we can reinvest in client conversations and creating a standout experience.
- Credit Analyst – Once our deal flow gets more complex, we want someone running serviceability, product comparisons, and helping structure tricky scenarios. The faster we get options in front of clients, the more confident they feel working with us.
- Mortgage Broker – Only once we’re oversubscribed. Without consistent leads and systems, they won’t stick — or worse, they’ll rely on us to do everything for them.
The faster we install this team, the sooner we stop being the bottleneck. That’s how we free up time for marketing, sales, and delivering on the promise of five-star service.
Step 2: Plug in the Right Tech
Tech is there to support the people — not replace them. We’re not here to automate our way to freedom. We’re here to reduce the handoffs, standardise how things get done, and stop wasting time on stuff that could’ve been triggered automatically. That extra time is what lets us give clients more updates, more clarity, and a smoother experience.
What I look for in tech:
- A CRM that works like a second brain – Tasks assigned automatically, templates ready to go, no manual double-ups.
- Automation that makes sense – Follow-up emails, doc requests, post-settlement touchpoints — we should only write them once.
- Comms channels that keep the team tight – We run internal ops through ClickUp, use Slack for fast updates, and HubSpot to manage external comms. Not perfect, but they work together.
Don’t overcomplicate it. Use what supports your workflow and helps you stay close to clients, not what slows everything down.
Step 3: Equip the Team with the Right Tools
Tools are the tactical part — the cheat codes that let our team move faster and stay consistent. These aren’t huge investments, they’re just the basics done well. And they’re critical because the smoother the backend runs, the more time we can spend wowing clients.
Examples:
- Pre-filled file notes
- Document naming conventions
- Email templates for every major update
- Standard submission workflows
- Live dashboards for tracking files in play
All of these reduce questions, repeat errors, and unnecessary follow-up. And when something does go wrong, we can pinpoint where — not spend hours trying to figure out what got missed, leaving the client in the dark.
Systems That Evolve as We Grow
The setup that works for $2M/month doesn’t survive $8M. That’s why we don’t build systems once — we build them to evolve. Review every few months, keep what works, bin what doesn’t, tighten what’s loose.
Every bottleneck is just the next version of the system waiting to be built. And every improvement creates more space to keep delivering a client experience that feels world-class. That’s the BROKER COACH mindset.
Final Thought: This Is How We Build a Business That’s Worth Something
At the end of the day, we’re not just building to settle more loans. We’re building to create value — and that starts with clients who feel taken care of at every step. When we wow them, we get higher conversion rates, stronger retention, and more referrals. That drives growth and it makes the whole process far more rewarding.
Even solo brokers can build something worth selling — a $20K/month trail book is a $720K asset. But if we build the backend right, and make five-star service our standard, that multiple gets even stronger.
So the next time things feel messy or manual, come back to the three levers:
Team. Tech. Tools.
That’s the triple threat that shapes how we grow, how we deliver for clients, and how we stay sane doing it.
