Manage your client portfolio by recording each settled loan, segmenting clients by their next need, scheduling reviews and measuring the book each quarter. This gives you a way to see who needs contact and where your commission income is exposed.
Start with your settled-loan export, client records and commission statements. Keep the records in your CRM or a controlled spreadsheet, and give each loan a consistent reference so you can match it across reports.
Create a Complete Record for Each Client
Give every settled loan a record that combines the loan details with the client's circumstances. Capture the following fields.
- Current employment and income, plus changes the client expects.
- Lender, loan purpose, product and rate type.
- Repayment amount and frequency, fixed-rate expiry and offset or redraw features.
- Settlement date, trail eligibility and clawback end date under the relevant agreement.
- Trail paid per loan for each statement period.
- Last review date, agreed next contact and notes about the client's plans.
Check trail paid against each month's commission statement. A loan marked eligible for trail still needs a payment check.
For a hypothetical example, a $650,000 owner-occupied variable loan records the lending position. Add that the clients have two school-age children and plan a renovation, and the record gives you a reason for the next review.
Before moving on, confirm that every active loan has a lender, settlement date and next review date. Flag missing fields for follow-up instead of filling them with assumptions.
Set Expectations Before the First Anniversary
Agree to an annual review and a reminder before any fixed-rate expiry, then record those commitments against the client. Tell the client how you will contact them and how they can update you when their circumstances change.
Match the contact cadence to the time your book allows. If you cannot deliver quarterly reviews, promise an annual review you can complete and reserve extra contact for events that need action.
Use your segments to organise the post-settlement client contact program. The portfolio tells you who needs attention, while the contact program sets out when and how you follow up.
Watch Concentration and Risk Across the Book
Count each lender's share of the book and the split between fixed and variable loans. Use a consistent basis, such as outstanding balance, so you can compare the mix each quarter.
Track revenue concentration separately. A lender with a modest share of loan balances can still account for a larger share of your trail income.
Application-time risk checks assess whether an individual loan can be approved. Ongoing portfolio risk concerns the settled book, including lender concentration, changing client circumstances and loans that no longer suit their borrowers.
Review large balance reductions as a warning sign. They reduce the balance generating trail and can precede a refinance, so check the movement and ask whether the client's plans have changed.
For recent settlements, record the clawback window and applicable terms. An early discharge inside that window can reverse upfront commission, depending on the lender and aggregator agreement.
Segment the Book
Start with three to five behavioural segments and assign one action to each segment per quarter. Group clients by an event or change that gives you a reason to contact them.
- Fixed-rate expiry: contact clients before their fixed term ends and review their next loan arrangement.
- Equity growth: update the property value and loan balance, then discuss whether changed equity affects the client's plans.
- Settlement date: use settlement anniversaries to schedule recurring reviews.
- Dormant clients: reconnect with clients whose records show no recent contact and confirm their current circumstances.
Demographic, geographic and psychographic models group clients by personal characteristics, location and attitudes, but behavioural segments give this review process its starting point.
Segments decay as clients refinance, repay debt or change plans. Refresh membership each quarter and remove clients whose circumstances no longer match.
Data quality caps the result: an absent fixed-rate expiry means that client can miss the expiry queue. Repair missing dates before relying on an automated list.
Too many segments waste time when each one needs its own list and message. Combine groups that need the same action. Keep separate segments when their clients need different follow-up.
Run Reviews That Produce Actions
Diarise fixed-rate expiries ninety days out and use each annual review to answer these three questions.
- Does the loan still fit the client's situation?
- Is the rate still competitive against comparable products?
- What will change in the next twelve months that the loan structure needs to accommodate?
Record the answer and a next action, even when that action is to keep the current loan. Give each follow-up an owner and due date so an unanswered lender request does not disappear into the review notes.
Track My Trail's Refinance Finder builds a review queue from settlement dates and orders loans by settlement age and balance. Its settlement-month filter supports recurring reviews, and marking a loan reviewed returns it to the queue after 90 days.
If reviews keep slipping, check how many were scheduled against the time available. Reduce the batch to a number you can complete and work through the earliest expiry dates first.
Measure the Book and Learn From Your Own Results
Review the same measures each quarter so you can see whether the portfolio process produces completed reviews and retained clients.
- Review completion rate: completed reviews divided by reviews due in the quarter.
- Share of maturing fixed loans retained: loans retained through expiry divided by fixed loans maturing in the period.
- Revenue concentration by lender: each lender's trail income divided by total trail income.
- Runoff rate: track how quickly income or balances leave the existing book, using the same definition each quarter.
Keep the outcome definition consistent. For example, record whether a retained fixed loan stayed with its lender or refinanced through you, so those outcomes remain distinguishable.
Compare your own retained and lost clients. Record why a client stayed or left when you know the reason, then use that evidence to choose next quarter's contact priorities.
Finish the quarter by checking that every overdue review has a next action and every segment has an assigned contact activity. If completion is low, fix the workload or missing records before adding more segments.
