Meet Georgina, Specialist Solutions Relationship Manager, Pepper Advantage Ireland

At Pepper Advantage, we work with many customers and homeowners in all circumstances. This month, we talk with Georgina, one of our Specialist Solutions Managers, about her work helping people facing challenging financial situations.

Hi Georgina. Can you tell us a bit about your job? 

I work in the Specialist Solutions team. Our team is a dedicated unit focused on supporting customers who may be facing financial difficulties. Our primary goal is to help them find solutions to their mortgage arrears, with the customer’s needs at the heart of everything we do. 

We understand that every customer’s situation is different, which is why we take the time to listen, understand, and work together on finding tailored solutions that suit their individual circumstances  

A key part of what we do involves speaking directly with customers to understand their financial situation. These conversations allow us to get a full picture of their individual circumstances, so we can offer the right support. 

At the heart of our work is empathy and understanding. Our aim is to make sure every customer feels heard, respected, and supported as we find a way forward. 

What does a typical working day look like? 

Busy! Time management is key and it’s important for me to plan my day carefully to make sure everything gets done. Most of the day is spent on the phone with customers, assessing their situations, helping customers to complete forms, before preparing solutions that will resolve their payment challenges in a sustainable and supportive way. 

What keeps you at Pepper Advantage?  

I really enjoy working with our customers. I like getting to know them, understanding what they need, and helping them find the right solutions. It feels good to know I can make a positive difference to them, and that keeps the job interesting and meaningful for me. 

What are the most rewarding aspects of your job?  

For me, the most rewarding part is knowing that I’m helping customers. Being able to support them through difficult times and find solutions that work for them really means a lot. The best part of the job is just about making a real difference in people’s lives, but I also enjoy working with a supportive team and learning new things along the way.

Similarly, what are the biggest challenges? 

One of the biggest challenges we face involves situations that require more complex solutions, which can take more time to resolve. However, our team really cares, and we do have a large number of solutions we can put in place with customers when they engage with us.  

What are the top three lessons you’ve learned?  

One important lesson is the value of open communication — talking and engaging with us makes it so much easier to find the right solutions. Another key takeaway for me is how important it is that I truly listen to our customers to understand their circumstances. I’ve also come to appreciate how powerful patience and empathy are, especially in complex or emotionally charged situations. They truly make a difference. 

A lot has happened over the years – the financial crisis, Covid, interest rate changes, etc. What have you noticed over that time?  

Over the years, I’ve noticed how much resilience both customers and the team have shown. Each challenge – whether it was the financial crisis, the pandemic, or shifts in interest rates – brought its own set of difficulties, but people adapted and found ways to get through it. I’ve also seen how important clear communication and flexibility have become in helping people navigate uncertainty.  

And now for something completely different: what would people be surprised to know about you? 

I love being out in the garden. What started out as a few pots has turned into a passion for transforming the garden into a biodiverse haven for bees and butterflies. We have wildflowers, fruit-bearing plants, and anything that attracts different wildlife into the garden.  

What was your first job? 

Working in a Chinese restaurant! 

Anything else you want to share? 

I just want to stress how much the team cares. Every day, my colleagues and I go above and beyond to support our customers with empathy, respect, and genuine care. We understand that many customers are facing difficult situations and we are committed to helping them find solutions that work. Our focus is on building trust and providing real assistance, not just managing accounts. We’re proud of the positive difference we make in people’s lives, and I hope that more understanding will help more people who may need help to feel encouraged to give us a call.