Broker Support - Mortgage Referrals Specialist

Working in our dynamic, successful Referrals team there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors. Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all our fantastic colleagues.

We operate a hybrid working model, with a split of three days to be in the office and two days at home. This role can be based in London or Manchester. There may be occasional travel to our other offices.

What you will be doing

The Referrals Specialist supports the Sales Operations Team, Sales Team, and distribution partners by managing referrals, lending policies, and criteria to deliver exceptional service and risk assessment within our approved risk appetite.

• Handle high volume telephone and webchat queries regarding criteria points and decision-in-principals that may need reworking to meet criteria.
• Effectively manage and meet the expectations of brokers, packagers, and internal colleagues.
• Interact with internal and external customers to discuss application requirements, progress, and support a positive customer experience.
• Ensure all application processing meets targeted quality and turnaround expectations.
• Serve as the first point of contact for intermediary and customer complaints, escalations, and investigations, ensuring feedback is incorporated into process reviews.
• Review applications returned from sanctioning to resolve outstanding matters, offering a personalized and responsive service to intermediaries.
• Maintain regulatory standards in system updates and notes, aligned with business needs and lending risk strategy.
• Build rapport with brokers and internal teams to ensure the best outcomes.
• Act as a role model and expert in processes, systems, and criteria.
• Negotiate compliant outcomes for customers, minimizing unnecessary requests and requirements.
• Ensure adherence to internal and external policies and procedures.
• Deliver excellent customer service.
• Meet agreed SLAs for all activities undertaken by the Referrals Team.