Istepped into the head of credit role in 2017 after 17 years in mortgage credit, including 13 years in the non-bank sector and five years with Pepper Money. Over that time, I developed a strong appreciation and affinity for the specialist non-bank lending. It’s an approach that looks beyond the obvious and focuses on what’s possible.
From the outset, my vision for mortgage originations aligned with the broader executive team. The focus was clear: stabilise and strengthen our service proposition, then build for growth and scale.
Over time, we’ve evolved our core products and expanded into new areas, including New Zealand, commercial real estate, and SMSF lending – building out a more diversified and scalable credit offering, which was soon adopted by more non-bank peers across the industry.
Q. Why did you join Pepper, and what do you enjoy most about working here?
I joined Pepper in 2011 because I saw a genuine opportunity to be part of a leading non- bank with a strong brand and the capability to scale. Across distribution, lending solutions, and technology, the foundations were there. It’s been rewarding to see that vision come to life.
What stands out most is our deep understanding of brokers and what they need to succeed. We listen, we adapt, and we act. That’s where our values show up every day. We keep it real, we stay accountable, and we focus on outcomes that work for both brokers and customers.
Personally, I’ve valued the opportunity to lead both the credit policy strategy and credit and settlement operations, shaping lending programs that support common-sense outcomes. What I enjoy most is helping bring deals to life. Supporting brokers to say yes more often in the right way. That’s the Pepper Money X Factor in action.
Q. How do you work across the broker/mortgage sector to ensure the best outcomes?
Our approach is grounded in one clear principle: better customer outcomes lead to better broker outcomes that build trust.
Pepper Money supports brokers through a wide range of competitive credit policies tailored to diverse customer segments, including investors, self-employed customers, SMSF lending, commercial real estate lending, home construction, and customers with prior adverse life events seeking to re-enter or take control of their housing journey.
Just as important is how we deliver. The credit and settlements team at Pepper Money is focused on delivering predictable turnaround times, clear communication, and the confidence brokers need to move forward.
This gives brokers certainty. It helps them manage expectations and deliver a smoother experience for their customers.
Q. What are your top tips for brokers to work more efficiently with lenders?
At Pepper Money, we focus on making the application and settlement process as seamless as possible. When we work well together, outcomes improve for everyone.
Top tips for brokers:
• Submit fully packaged applications upfront – High-quality submissions reduce rework loops and speed up time to yes.
• Tell the customer’s story – Context matters and helps us find a helpful loan option.
• Be transparent – Proactively address risks or exceptions early to avoid delays later.
Common pitfalls to avoid:
• Drip-feeding documents – This slows progress and creates unnecessary back and forth. Our new App Tracker can simplify and accelerate satisfying conditions while providing the broker with status updates.
• Lack of clarity or narrative – Without clarity or context, more information requests may occur, extending cycle times and broker effort.
