Podcast #131 - Broker Talks: Broker Firms Utilising A.I

Added 16/10/25 - 2 min read

In episode #131 of the Growth Series podcast, host Iain Cunningham, Strategic Partnerships and Propositions Manager at Accord Mortgages, is joined by Liz Syms, CEO and Founder of Connect Mortgages and Connect for Intermediaries. Liz is also Chair of the Society of Mortgage Professionals and a passionate advocate for broker education. Together, they explore how artificial intelligence is reshaping the mortgage industry and what brokers can do to stay ahead of the curve.

Technology is no longer a nice-to-have, it’s an essential part of the modern mortgage process. As Liz explains, her own AI journey began around 18 months ago after seeing first-hand how early adopters were harnessing AI to drive efficiency and transform client journeys. That sparked a commitment to understand the tools in depth so she could help her advisers, and the wider industry, remain relevant and competitive in an increasingly digital world.

In this discussion, Iain and Liz explore a range of practical applications where AI is already making a difference. From transcription tools like Fireflies, which allow brokers to fully focus on client conversations without worrying about notes, to advanced CRM systems such as Jamjar and Lendworld that use voice data to automatically complete fact finds and follow-up tasks, AI is reducing admin and freeing advisers to focus on client relationships.

Compliance is another area where AI is proving powerful. Liz outlines how her firm is trialling systems that can review entire client files in minutes, checking documentation, spotting inconsistencies, and even questioning whether advice recommendations align with a client’s stated risk appetite. Not only does this speed up processes, it also raises the potential for more thorough reviews, enhancing compliance standards across the industry.

The conversation also touches on client-facing tools, from portals that streamline document upload to AI chatbots moving beyond rigid scripts to offer more intuitive guidance. Yet Liz is clear that technology alone is not the answer. While AI can take on admin, compliance, and background processes, only advisers can build the trust, understanding and personalised advice that clients truly value. For brokers, adopting AI is not about replacement but augmentation, freeing them to spend more time where they make the greatest impact.

Looking ahead, Liz warns that firms who resist AI risk losing ground to more agile competitors. Her advice is to be curious, experiment, and adopt an “AI first” mindset, building confidence with tools and techniques to stay relevant in a fast-changing market. This episode shows how AI can enhance efficiency, compliance, and client service while reinforcing the irreplaceable value of human advice.

Listen to more podcasts in the Broker Talks Series here.

The Growth Series is a dedicated and FREE resource for mortgage brokers, containing blogs, guides and podcasts to help you scale and grow your business. For more hints and tips on how to grow your business, access for free here.

03:17 - 40:13