Hardship Officer

6 months ago

Parramatta, Australia Pepper Full time

**Who We Are**

At Pepper Money, we’re focused on helping people succeed. Whether that be buying a family home, dream car, developing professionally or growing their business. We’ve become one of the largest, most trusted and-award winning non-bank lenders in Australia and New Zealand. Over our 23 years, there’s a lot that we have been proud to achieve, the biggest being that we’ve helped over 409,297 Australians achieve all sorts of goals with the support of our ever-expanding lending options.

**The Role**

Based in Parramatta, we are seeking an experienced Hardship Officer to provide short term assistance to customers experience financial difficulty while providing an exemplary level of customer service, empathy and critical thinking. Your responsibilities will include:

- Ensuring appropriate solutions are reached for our customers experiencing financial hardship.
- Providing timely and accurate responses to our customers according to service level agreements and regulation.
- Employing empathy in your approach to your portfolio to meet objectives and manage relationships.
- Providing exemplary solution-based customer service whilst adhering to NCCP and privacy laws.

**About you**
- Experience in a mortgage credit control position and experience with lending.
- Outstanding communication skills that allow you to put the customer first and build healthy relationships.
- Ability to deliver high quality work while managing a range of accounts within the Australin region.
- Providing excellent written and verbal communication for both internal and external stakeholders.
- Understanding of NCCP and privacy laws.
- Team player that will add value to our culture.

The way we work together is just as important as your experience. We work by our values, and it’s brought us success. The values that underpin all that we do are:
**Can Do** - We think outside of the box and leverage the power of teamwork to deliver.
**Balanced**:

- We set our customers up for success, producing win-win outcomes that are both human and profitable.
**Real**:

- We respect people and keep it honest.

If you think this is an environment you can thrive in, we want to work with you.

**Our Benefits**

We’re committed to making Pepper a great place to work and supporting you. We will offer you a values-based and diverse environment, a leadership team that supports and inspires you to strive for success and a culture that rewards and recognises strong performance and potential. We continuously search for ways to make Pepper a place for everyone:

- We believe in a life outside of work, enjoy work-life balance with our hybrid working model.
- We love to recognise each other for their efforts through our Spice Rewards Program.
- Access to a free gym membership with our partners.
- Great people know great people, so refer your network to the business and receive a $2000 referral bonus
- Parental leave entitlements that provide you with options and flexibility
- Purchased leave, novated leasing, staff loan rates and more
- Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values._

**Work Locations**: Parramatta Level 5, 18 Smith Street Parramatta 2150

**Job**: Customer Service Operations

**Status**: Permanent Full-time

**Closing Date**: Ongoing

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