Customer Solutions Specialist

2 weeks ago

Parramatta, New South Wales, Australia Pepper Financial Services Group Full time

About the Role

The Customer Solutions Case Officer will be responsible for ensuring the appropriate administration of disputes and document custody, while providing an exceptional level of customer service in line with Pepper Financial Services Group's guidelines.

Key Responsibilities

  • Minimise risk to the organisation through the effective administration of disputes and provision of excellent customer service.
  • De-escalate complaints while adhering to regulatory and company guidelines.
  • Identify opportunities for process improvement through testing and change management.
  • Ensure all disputes are closed pending action and reviewed within regulatory timelines.
  • Review and amend EDR letters drafted by staff, ensuring accurate information and protection of the Pepper brand.
  • Support the Customer Resolutions team as a Subject Matter Expert through the onboarding process and ongoing training.

About You

We are seeking an experienced professional with a background in a contact centre or customer solutions environment within the finance industry.

Requirements

  • High level of attention to detail resulting in accurate and high-quality work.
  • Outstanding verbal and written communication skills, with the ability to work closely with customers to find solutions.
  • Experience in process improvement is highly desirable.
  • In-depth understanding of IDR and ACFI processes.

Our Culture

We value a culture that is driven by our values: Can Do - We think outside 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, and Real - We respect people and keep it honest.

Our Benefits

We offer 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.

What We Offer

  • A hybrid working model that supports work-life balance.
  • A Spice Rewards Program that recognises and rewards your efforts.
  • Access to a free gym membership with our partners.
  • A referral bonus for referring your network to the business.
  • Parental leave entitlements that provide options and flexibility.
  • Purchased leave, novated leasing, staff loan rates, and more.

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