Customer Solutions Specialist

9 hours ago

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

The Role

We are seeking a highly skilled and experienced Case Officer to join our Customer Solutions team at Pepper Financial Services Group. As a key member of our team, you will be responsible for ensuring the appropriate administration of disputes and document custody, while providing an exemplary level of customer service in line with our company guidelines.

Key Responsibilities

  • Minimise risk to the organisation through the appropriate administration of disputes whilst providing an exemplary level of customer service.
  • De-escalate complaints while keeping in line with regulatory and company guidelines.
  • Identify ways in which we can improve our processes through testing and change management.
  • Ensure that all disputes are closed pending action and are reviewed and actioned within regulatory timelines.
  • Review and amend EDR letters drafted by staff where needed, ensuring that we are providing correct information while protecting the Pepper brand.
  • Support the Customer Resolutions team as a Subject Matter Expert through the onboarding process and ongoing training.

About You

  • Experience in a contact centre or customer solutions environment within the finance industry.
  • High level attention to detail resulting in accurate and high-quality work.
  • Outstanding verbal and written communication as you work closely with customers to find appropriate solutions.
  • Experience in process improvement would be highly desirable.
  • Outstanding written and verbal communication.
  • In-depth understanding of IDR and ACFI processes.

Our Values

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, and
Real - We respect people and keep it honest.

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 $ referral bonus
  • Parental leave entitlements that provide you with options and flexibility
  • Purchased leave, novated leasing, staff loan rates and more

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