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What brokers told us: the two problems that came up in every conversation
In the week of 9 November 2026, I spoke with eight local mortgage brokers about the biggest problems in their businesses. All eight told me the same thing.
Their two biggest problems were chasing documents and keeping clients after settlement. Broker Twin had not yet opened to a single brokerage, and I wanted to hear from brokers before it did.
What is an AI-native brokerage?
An AI-native brokerage is one where AI does the repetitive work and brokers do the client work. The brokers, the clients and the advice stay the same. What changes is who does the admin.
“AI-native” describes a business that gives work to AI by default, instead of adding an AI tool to a process built for people. The idea does not belong to large groups. A brokerage of two people can work the same way.
What an AI employee does, and what it never does
An AI employee is software that does a defined set of jobs for a brokerage and reports back to its brokers. At Broker Twin it handles four jobs, and there are four things it never does.
An AI tool waits to be used. An AI employee is given work. It can speak on the phone, send messages and read documents. It works within the hours and rules the brokerage sets.
How to work out what admin costs your brokerage
To work out what admin costs your brokerage, count the hours each broker spends on admin in a normal week, multiply by the working weeks in a year, then by what an hour of that broker’s time is worth.
The sum takes ten minutes and one honest week of counting. Admin is the work that keeps a loan moving but is not advice. For one ordinary week, each broker keeps a tally, in quarter hours.