Customer Solutions Expert

3 days ago


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

The Customer Solutions, Case Officer role at Pepper Financial Services Group offers a unique opportunity to excel in dispute administration and customer service.

Located in our Parramatta office, this position ensures the efficient handling of disputes while maintaining exceptional customer satisfaction levels in line with company guidelines.

  1. Minimise organisational risk through effective dispute administration and provide top-notch customer service.
  2. Address customer complaints promptly while adhering to regulatory and company standards.
  3. Identify process improvements through testing and change management.
  4. Ensure timely closure of disputes pending action and review within regulatory timelines.
  5. Review and edit EDR letters drafted by staff where necessary, ensuring accurate information and brand protection.
  6. Serve as a Subject Matter Expert in the onboarding process and ongoing training for the Customer Resolutions team.

About You

  1. Experience in contact centre or customer solutions roles within the finance industry.
  2. Demonstrate high attention to detail resulting in accurate and high-quality work.
  3. Possess excellent verbal and written communication skills to effectively address customer needs.
  4. Desirable: Experience in process improvement.
  5. Strong written and verbal communication skills.
  6. In-depth understanding of IDR and ACFI processes.

We value a collaborative work environment, guided by our core values:

Can Do - We think creatively and leverage teamwork to achieve results,
Balance - We empower customers to succeed, delivering win-win outcomes that are both human and profitable, and
Real - We respect individuals and maintain transparency.

Join us if you're looking for an environment that supports your growth and success.

Our Benefits

We strive to create a supportive and inclusive workplace. Some benefits include:

  1. A hybrid working model allowing for a healthy work-life balance.
  2. The Spice Rewards Program, recognising outstanding performance and contributions.
  3. Access to a free gym membership with our partners.
  4. A referral program offering bonuses for successful referrals.
  5. Competitive parental leave entitlements providing flexibility and support.
  6. Additional benefits such as purchased leave and novated leasing options.

If you believe this role aligns with your goals and aspirations, we invite you to apply.



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