At Pepper Advantage, we work with many customers and homeowners in all circumstances. This month, we talk with Niamh, Senior Manager in the Mortgage Product team, about her work helping people and their financial concerns.
With over 25 years in Financial Services, I have held senior roles across a wide range of functions, including loan applications, customer service, arrears management, compliance and risk, customer restructuring, and large-scale migration projects.
These roles have helped give me a deep understanding of what customers need and their experience from multiple perspectives. I feel fortunate to have had these opportunities and to apply this experience in my work, ensuring that the decisions and processes we make put the customer at the center.
I have also worked through major economic cycles, including the financial crisis and the COVID-19 pandemic, and seen the impact they have had on customers and the industry overall. This helps me in my current role as a Senior Manager in the Mortgage Product team, where my focus is on making sure customers’ interests are continuously secured by combining strong control management in our mortgage products with continuous process reviews and improvement.
No two days are the same, so the ability to prioritise effectively is essential—it keeps the role challenging and interesting! Our focus is always on ensuring customers have a positive experience and achieve the best possible outcome.
A typical day can include reviewing internal processes to make them more customer-friendly, collaborating with colleagues across teams to resolve complex issues, such as working to restructure a customer’s mortgage, monitoring performance and controls, and implementing improvements based on customer feedback or emerging economic trends.
At the heart of everything we do is the customer, so even when the work is varied, every decision and action is guided by how it will affect their experience.
Pepper Advantage offers great variety in both the types of roles available to team members and career progression. During my time here, I have worked across more than ten departments, helping customers with all aspects of their mortgage.
What I enjoy most is being able to make a difference for each customer, along with the variety and learning opportunities that come with every role I’ve had.
I enjoy the variety and challenge of my role, the opportunity to collaborate with supportive and talented colleagues, and, most importantly, the chance to make a real difference for customers. Being able to guide them through complex processes, provide clarity during challenging times, and contribute to solutions that can improve their lives is what I find most rewarding.
The biggest challenges are when external crises hit, like the global financial crisis and COVID-19. Economic challenges can strain customer finances, and our role in those circumstance is to support our customers and find solutions. Having said that, each economic downturn has also presented opportunities to adapt and improve how we work.
We are continuously learning, and our teams continue to evolve and grow, ensuring that we have the right people and processes in place to respond effectively and deliver the best outcomes for our customers, no matter what is happening in the outside world.
Actively listen, communicate clearly, pause when needed, and prioritise our customers, no matter what. That’s what matters most. One lesson learned is that there is always something new to learn!
Our ability to adapt and respond to any challenges faced by the team is excellent, and I have also seen our customers show remarkable resilience and adaptability in overcoming the challenges they face. I have noticed that our customers are also taking a more cautious approach to taking on more debt. People are thinking through more potential economic scenarios and looking at budgets accordingly.
Travel is a passion of mine, as it gives me the chance to explore new cultures and connect with people. I especially enjoy discovering new cultures and landmarks along the way.
My first job was waitressing in a local hotel, which proved to be a fantastic learning ground for understanding customer service. I quickly learned the importance of anticipating customer needs, staying calm under pressure, and finding practical solutions to ensure customers had a positive experience.
We know that life can throw unexpected challenges at our customers, and it’s completely normal to feel worried about mortgage repayments from time to time. The most important thing any customer can do if they are concerned is to reach out and talk to us. Our team is friendly and knowledgeable, but more importantly, we are here to listen, understand customers’ situations, and provide practical guidance and support.
Whether it’s exploring temporary arrangements, explaining options clearly, or helping customers plan, we aim to make the process as straightforward and reassuring as possible. Our goal is to ensure customers feel understood, supported, and confident that together we can find a solution that works for them.