Customer Solutions Expert

4 days ago


Parramatta Park, Queensland, Australia Pepper Financial Services Group Full time

About Pepper Financial Services Group

We are a leading financial services company dedicated to delivering exceptional customer experiences.

Job Title: Customer Solutions Case Officer

We are seeking an experienced and skilled individual to join our team as a Customer Solutions Case Officer in our Parramatta office.

Job Description

The primary purpose of this role is to ensure the effective administration of disputes and document custody while providing outstanding customer service in line with our guidelines.

  • Minimise risk to the organisation by administering disputes appropriately.
  • De-escalate complaints while adhering to regulatory and company guidelines.
  • Identify process improvements through testing and change management.
  • Closure of disputes pending action, reviewed and actioned within regulatory timelines.
  • Review and amend EDR letters drafted by staff as needed, ensuring accurate information and protecting our brand.
  • Support the Customer Resolutions team as a Subject Matter Expert 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, working closely with customers to find solutions.
  • Experience in process improvement would be highly desirable.
  • In-depth understanding of IDR and ACFI processes.

Our Values

We operate by our core values which have brought us success:

  • Can Do: We think outside the box, leveraging teamwork to deliver results.
  • 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.

Our Benefits

We offer a values-based and diverse environment, leadership support, and recognition for strong performance:

  • Work-life balance with our hybrid working model.
  • Recognition through our Spice Rewards Program.
  • Access to a free gym membership with our partners.
  • $ referral bonus for referring network members.
  • Parental leave entitlements for flexibility.
  • Purchased leave, novated leasing, and more.

Estimated Salary Range

Based on market standards and location, we offer an estimated annual salary of $85,000 - $110,000, depending on experience.



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