Referrals Specialist

Working in our fast paced, successful Sales Operations team in our Cardiff office 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 of our fantastic colleagues.

What you will be doing 

You’ll act as a key decision‑making hub within Sales Operations, supporting the sales team, brokers and partners by reviewing mortgage referrals, criteria queries and complex cases. Your focus will be on problem‑solving, risk‑based decision making and delivering fair, commercially sound outcomes within our lending policy and risk appetite.

You’ll work closely with internal teams and external intermediaries to progress applications, manage expectations and provide a consistently high level of service. Alongside day‑to‑day decisioning, you’ll help identify trends and opportunities to improve criteria, processes and systems.

Key responsibilities include:

• Assessing referrals and complex mortgage cases against policy and criteria
• Providing clear, timely responses to broker and internal queries
• Building strong relationships with brokers and stakeholders
• Creating well‑reasoned business cases for non‑standard lending decisions
• Ensuring all actions, notes and decisions meet regulatory standards
• Supporting continuous improvement and excellent customer outcomes

What we are looking for

You’ll bring strong mortgage underwriting or lending experience, with the confidence to make sound decisions and negotiate balanced outcomes. You’re customer‑focused, commercially aware and comfortable having robust conversations with brokers and internal stakeholders in a fast‑paced, regulated environment.

You’ll be organised, detail‑driven and proactive, with a genuine interest in improving how things are done. A collaborative mindset and commitment to high service standards are essential in this role.

You’ll ideally have:

• Mortgage underwriting or homeowner lending experience

• Strong knowledge of lending policy, criteria and regulation
• Excellent verbal and written communication skills
• Proven problem‑solving and decision‑making ability
• Confidence influencing and negotiating with stakeholders
• Experience working in a regulated financial services environment

Some of the benefits we provide are:

• Competitive salaries and bonus schemes
• Hybrid home/office working arrangements
• Regular training and opportunities to learn and grow
• Holiday leave plus bank holidays
• Medical insurance cover
• Life insurance
• Health and wellbeing support

In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then we’d love to hear from you.

We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.