What made Pepper Money choose to work with Mortgage Solutions in this way?
At Pepper Money, we recognise the pivotal role that mortgage administrators play in the application process and broader mortgage industry. This partnership with Mortgage Solutions will help to elevate the visibility of administrators, provide resources to enhance their work, and celebrate their contributions. The collaboration aligns with our mission to support the unsung heroes who ensure efficient and successful mortgage outcomes.
How significant is it for lenders to advocate for administrators as much as they do mortgage advisers?
It’s extremely important. Brokers may ultimately provide the advice, but a customer’s experience often hinges on the work of mortgage administrators, who manage critical details throughout the application process. They ensure that cases are managed efficiently and often improve broker businesses by introducing innovative new processes. Administrators also serve as a talent pool for future brokers. Advocating for administrators acknowledges their role in driving success for customers, brokers, and the industry.
What support do mortgage administrators need?
First and foremost, mortgage administrators need recognition for their contribution to the mortgage process. In acknowledging this, we can then commit to helping them develop in their role and future ambitions, with tailored training to enhance their skills, platforms to share best practices, and pathways for career advancement.
What can the sector do to further promote the value of mortgage administrators?
At Pepper Money, we’re playing our role in promoting the value of mortgage administrators through this community partnership and other sponsorships that we support across the industry. These initiatives help to highlight the contributions of mortgage administrators through awards and recognition programmes, as well as supporting their professional development. We hope that other lenders follow our lead in recognising the value of our sector’s unsung heroes.
What more can be done to improve the relationship between lenders and mortgage administrators?
Consistent communication is important, as well as offering resources that streamline administrators’ tasks, and involving them in strategic decision-making processes. Recognising the expertise of mortgage administrators and encouraging their development fosters collaboration and trust.
Why is it so important for Pepper Money to maintain dialogue with advisers and administrators away from transactions and business?
Engaging with advisers and administrators outside of a transactional context builds stronger relationships, facilitates mutual understanding, and encourages innovation. This all ultimately benefits our customers by creating more effective processes and collaborative communication.
Why did Pepper Money decide to offer bursaries to people for DIFF?
Our decision to offer bursaries reflects our commitment to developing inclusivity and diversity in the mortgage industry. The bursaries ensure that administrators, who may otherwise face financial barriers that exclude them from these events, have access to opportunities for learning, networking, and sharing insights on diversity and inclusion.
What has Pepper Money learned since being a member of DIFF and attending the meetings?
Many of our people have had the opportunity to attend and contribute to DIFF events since joining the group and, in doing this, they have gained valuable perspectives on the challenges faced by underrepresented groups, learning actionable strategies to implement inclusive practices. This involvement has strengthened their commitment to creating a more equitable workplace, which they then bring back into our business, helping us continue to enhance and evolve our culture at Pepper.
What DE&I practices does Pepper Money implement in its business?
DE&I is a key component of our culture at Pepper Money, and last year we promoted Atlyn Forde to the role of head of inclusion and engagement. Forde had already won awards for diversity, equity and inclusion ahead of this appointment and now leads on driving colleague engagement in our culture and values, collaborating with committees, and leading initiatives to strengthen our commitment to inclusion.
One of Pepper Money’s primary objectives is to deliver positive societal outcomes. This goes beyond providing opportunities to customers who may otherwise be excluded from the mortgage market and extends to identifying new ways that we can help promote a fairer society in everything we do. This includes supporting initiatives like DIFF, fostering an inclusive company culture, offering training on equitable practices, and creating opportunities for diverse voices to be heard.
In what ways can these bursaries support the DE&I movement?
These bursaries enable mortgage administrators to attend DIFF events, breaking down financial barriers and ensuring diverse voices are represented in important industry conversations. Including administrators in those conversations drives progress in the DE&I movement, by equipping a broader range of individuals in different roles with the knowledge and tools they need to foster inclusivity in their own organisations.
What does Pepper Money hope to achieve through this partnership?
Through this partnership, we hope to elevate the status of mortgage administrators, support their professional growth, and celebrate their contributions. In doing this, we hope to nurture a new generation of talent, encourage innovation, and contribute to the development of a more inclusive and vibrant mortgage industry.
