With over 15 years in the finance industry, including leadership roles in major bank retail branches, I’ve developed a deep passion for coaching and team development. My five years as a senior BDM at Pepper Money gave me a strong foundation in our credit policies and processes.
Stepping into the role of national sales and broker support manager was a natural progression, allowing me to leverage my experience to shape a high-performing relationship manager (RM) team.
My goal is to deliver exceptional service and support to our brokers and partners, ensuring every interaction reflects our commitment to excellence and trusted relationships.
Q. Why did you join Pepper Money?
After completing 10 years with a major bank, I was drawn to Pepper Money’s diverse credit policy and its commitment to helping customers. The opportunity to think outside the box and offer tailored solutions was exactly the challenge I was looking for.
What truly stood out about Pepper Money was the culture and the values – collaborative, really helpful, and refreshingly non-hierarchical. Everyone is focused on achieving shared goals and that energy is contagious.
Initially, I was exploring management opportunities, but after connecting with the leadership team, I chose the BDM path – a decision that’s been instrumental in shaping my leadership skills. Having previously worked with members of the team, I knew I’d be joining a high-performing, values-driven group. Their collective experience, strategic mindset, and supportive culture were key motivators and I’m proud to be part of such a dynamic and collaborative environment.
Q. How do you work with brokers to ensure good customer outcomes?
To help brokers deliver great outcomes for their customers, I focus on making sure they feel supported and confident. That starts with solid onboarding, regular credit training, and ongoing learning opportunities. I spend time coaching one on one, checking in on how things are going, and tailoring support based on what each broker’s business needs.
We work closely to align [with] their goals so they can offer solutions that really fit their clients. I also run national training sessions on Pepper Money’s products and credit policy and collaborate with our credit team and partners like Equifax to share insights and keep everyone informed.
At the heart of it, I lead with Pepper Money’s guiding values – can-do, balanced, and real – which helps us build trust and make sure brokers feel equipped to navigate even the tricky scenarios. It’s all about helping brokers [in] delivering better outcomes for their clients and maximising their time to convert.
Q. Top tips to enable brokers looking to work more efficiently with lenders?
If you want to work more efficiently with lenders, start by letting your BDM or RM know how you prefer to communicate – whether that’s a quick call or an email – and agree on what a realistic response time looks like for both sides.
Don’t be shy about asking for training or process guides if anything’s unclear. The more you understand the credit policy and how things work, the smoother things will run. Also, share your business goals – when we know what you’re aiming for, we can tailor our support to suit.
And if something’s not working, speak up. Honest, respectful feedback helps us improve and makes the partnership stronger. At the end of the day, it’s all about working together to get the best results for you and your clients. We’re ultimately here to be really helpful.
