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Our Customers

At Pepper Advantage, our customers are at the heart of everything we do. We understand that managing financial matters, especially mortgages, can be stressful. When our customers reach out to us—whether to discuss payments, update details, or seek support—they are often facing significant life challenges. That’s why our dedicated service agents make it their top priority to ensure each conversation is handled with empathy, expertise, and care.

A people first approach

Our team of skilled service agents is passionate about delivering the highest level of service. They understand that every call represents a unique situation, often involving delicate or difficult financial decisions. Their goal is to not only resolve issues but also to provide reassurance and support during these crucial moments. This commitment to excellence is reflected in the feedback we receive from our customers, who consistently commend our agents for their professionalism and compassion.

“I strive to fully understand a customer’s situation and provide a tailored solution that aligns with their needs and goals”

Jagmeet Babbar

Primary Servicing Specialist

We help people succeed

We put our customers first, striving to deliver the best solutions - no matter where they are on their financial journey.

How we get people ahead

Pepper Advantage’s management team has led operations from the outset and driven all growth to date. We have deep industry relationships and a strong reputation in complex, regulated markets, ably supported by local management teams in each of our six jurisdictions.

The call handler was genuine, knowledgeable, helpful, patient, professional and personable. He helped me with what I needed and having understood my situation improved the solution. Generally excellent and it made a real difference, thanks.

July 2024

 

You were very understanding and pragmatic. Understood instantly it was a ‘one off’ difficult month for cash flow for us (due to unforeseen expenditure) and agreed a plan that was fair for both parties. A brilliant service.

July 2024

I really don't know where to start with my praise and respect I have for your call handler. She was probably one of the most courteous, politest and understanding person I have ever spoken to. She a credit to you. I was so desperate and low before I called but then felt the world off my shoulders.

August 2024

A short wait for calls to be answered and easily directed. I had spoken to two members of staff and both were adequately amazing. They were patient and polite and they spoke very respectfully throughout. Best customer service I’ve received in many years. A great company with excellent service.

August 2024

You took the time to listen to our situation and then quickly agreed the best way to help. I was unsure if you would be able to help but I was pleasantly surprised at how easy it was. Really appreciate your time.

August 2024

I was impressed with how sensitively you handled my case which I greatly appreciate. You demonstrated a genuine concern for my mental health and wellbeing and the professionalism and empathy of your call handler makes her a truly great asset to your company.

September 2024

You were helpful and gave me the information and confirmation that I wanted. You put me at ease as I was very nervous and stressed before the call, and it was refreshing to hear someone ask about my wellbeing. I felt relieved and more positive as you helped me find solutions to the issues regarding my current mortgage.

October 2024

You were clear and concise and made me feel comfortable, putting my mind at ease - excellent service. I came away reassured and smiling.

October 2024

Every member of staff has been brilliant, providing great advice and assistance. Pepper Advantage should be very proud of its people.

October 2024

Excellent customer service. You were quick to understand my issue, resolve the problem and provide me with exactly what I needed to know. I can't praise you highly enough! Outstanding!

October 2024

The importance of empathy and expertise

Our agents are more than just voices on the phone. They are problem-solvers, empathetic listeners, and trusted advisors. By combining their deep industry knowledge with a genuine passion for helping people, they ensure that every customer feels valued and supported.

“What’s important to me is knowing that I’ve made a positive impact on someone’s life. Even in tough situations, if I can help make things a little easier for our customers, that’s what matters and that makes me happy.”

Meera Kumar

Senior Primary Servicing Specialist

Our values shape every interaction

We build trust by offering clear communication, proactive and personalised solutions and a genuine care for our customers through every stage of their financial journey with us.

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Technology-enhanced support

We believe that technology plays a crucial role in delivering exceptional service. Our customer portal provides 24/7 access to your financial information, allowing you to manage your accounts with ease. Whether you prefer to speak directly with an agent or manage your account online, we’re here to support you.

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Inclusive Customer Care

We are committed to serving a diverse community of customers. Our agents are trained to understand and respect different cultural, economic, and personal circumstances, ensuring that every customer receives the individualised support they need.