Customer Solutions Expert
24 hours ago
About the Role
Based in our Parramatta office, we're seeking an experienced Customer Solutions Case Officer to join our team. As a key member of our customer service team, you'll play a critical role in ensuring the appropriate administration of disputes and document custody while delivering exceptional customer experiences.
Main Responsibilities
- To minimize risk to the organization through effective dispute administration while maintaining a high level of customer satisfaction.
- De-escalate complaints while adhering to regulatory and company guidelines.
- Identify process improvements through testing and change management.
- Closely monitor and review all disputes to ensure timely action and resolution within regulatory timelines.
- Review and amend EDR letters drafted by staff as needed, ensuring accurate information and compliance with Pepper's brand standards.
- Provide subject matter expertise to support the Customer Resolutions team during onboarding and ongoing training.
About You
We're looking for an individual with:
- Experience in a contact centre or customer solutions environment within the finance industry.
- A high level of attention to detail resulting in accurate and high-quality work.
- Outstanding verbal and written communication skills, essential for building strong relationships with customers.
- Experience in process improvement would be highly desirable.
- An in-depth understanding of IDR and ACFI processes.
Why Join Us?
At Pepper Financial Services Group, we're committed to fostering a values-driven culture that supports employee success. Our core values – Can Do, Balanced, and Real – underpin everything we do and drive our pursuit of excellence.
We offer a comprehensive range of benefits designed to enhance your work-life balance, including a hybrid working model, access to a free gym membership, and opportunities for professional growth and development. If you share our passion for delivering exceptional customer experiences and believe you have what it takes to excel in this role, we'd love to hear from you.
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