‘Being reliable, responsive, and genuinely invested in your brokers’ success is key to being a great BDM’
In this latest entry to MPA’s long-running BDM in the Spotlight series, Greg Mitchell discusses his role at leading non-bank lender Pepper Money.
Mitchell is an industry veteran, having held numerous roles at some of Australia’s largest financial institutions over the past 30 years.
He has a genuine love of finding solutions to unique customer situations, and believes in the power of open communication.
This series is dedicated to shining a light on the best business development managers and relationship managers working in Australia’s vibrant mortgage broking scene.
- Full name: Greg Mitchell
- Job title: Business development manager
- Company: Pepper Money
- Number of years in the industry: 30
- Location: Queensland
When and how did you join the finance industry?
My journey began in Western Australia with Bank of New Zealand followed by HomeSide Lending in 1995.
I was one of the first BDMs employed when HomeSide made their push into the broker channel. Over the past 30 years, I’ve also held roles at CBA, Homeloans Ltd, Macquarie and Bendigo and Adelaide Bank, with some brief time as a broker myself.
Coming from a general banking background, I’ve always been customer focused. That mindset made the move into lending feel natural. It’s rewarding to see the real impact we could make in people’s lives. That early experience shaped how I work today: people-first, solutions-focused.
What does your current role involve?
As a BDM in mortgages, my role is to work closely with my brokers ensuring we can explore all options to seek a solution that their customers might require. Importantly, working closely with my brokers in navigating files through the system and ensuring that the result is a very satisfied customer when the application has finalised.
My role is to build the strong Pepper Money brand in Queensland – staying approachable and responsive and being genuinely helpful every step on the way.
How do you assist brokers to grow their business?
I take the time to really understand how each broker operates, what makes them and their business tick, and where they want to go. From there, it’s all about finding ways to help them grow – whether that’s expanding into new products like self-managed super funds (SMSFs), commercial real estate, or personal loans, or just streamlining how they work with Pepper Money.
Being helpful isn’t just a brand statement, it’s a day-to-day mindset. It’s a way of working that reflects our values. I’m always asking myself, “Was I really helpful?” or “If I were the broker or client, how would I feel about the service I just provided?”
What do you enjoy most about your role?
I genuinely love our industry, coming from an ‘old school’ banking background where finding a solution to a customer’s situation is the most important, makes what we do so rewarding.
Since relocating to Queensland I’ve had the opportunity to meet new brokers and other players within our industry, which has been genuinely enjoyable.
Our industry events provide a chance to showcase how Pepper Money is setting the gold standard of non-bank lending. The best part is seeing a broker take a leap with us – trying non-bank lending for the first time – and watching their confidence and business grow.
What’s the most important advice you can offer to a new-to-industry broker?
Reach out and ask us questions. Don’t be afraid to ask anything if you are unsure. If you’re not sure if the deal on your desk can work, give us the test. We want to help.
Back yourself. Be authentic, honest, and reliable. And most importantly, enjoy the ride. It’s a great industry to be part of.
How important is broker feedback in ensuring you provide the best service?
It’s everything. Good or bad, feedback helps me improve, plain and simple.
I want to know what’s working, what’s not, and where we can do better. I see my brokers as partners, and that means listening, adapting, and pushing for change when it’s needed.
Some of the best improvements we’ve made at Pepper Money have come straight from the conversations and insights we discover from talking with our brokers direct.
Whether it’s a process tweak or a policy shift, I’m always keen to hear what’s on their mind. The more open the dialogue, the better the outcomes – for everyone
What makes a great BDM or state manager?
BDM 101: answer your phone and if you miss a call, call back. Being reliable, responsive, and genuinely invested in your brokers’ success is key to being a great BDM.
The best BDMs I know are curious, adaptable, and always learning. Own an issue or mistake, always be upfront and honest, if a mistake has occurred, this will build your relationship with your broker.
Don’t forget the human side – being your genuine self, and staying real goes a long way. Brokers want to work with people they trust – so bring your personality, own your role, and be someone they know has their back.
If there’s one thing you could change about the industry, what would it be?
This industry can be intense, and it’s easy to put your own health and family second –I’ve been there. Creating space for rest, encouraging honest conversations, and supporting each other as people – not just professionals – would make a huge difference.
When we look after ourselves, we’re better for our clients, our teams, and the industry.
Describe your ideal weekend:
I’m big on fitness and I love spending time with my wife exploring the unbelievable beaches and enjoying the sunshine. It's a great time to recharge, reflect, and reconnect with what matters most.
