Customer Solutions Specialist

1 week ago

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

The Customer Solutions, Case Officer is a key position within our organization, responsible for ensuring the effective administration of disputes and document custody while providing exceptional customer service in line with our company's guidelines.

Key Responsibilities
  • Minimize risk to the organization by ensuring the appropriate administration of disputes while maintaining a high level of 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 protecting the company's 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.

  • 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 suitable solutions.
  • Experience in process improvement is highly desirable.
  • Strong understanding of IDR and ACFI processes.
Our Values

We operate by a set of core values that underpin everything we do:

  • 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.
  • Real - We respect people and keep it honest.
Our Benefits

We are committed to making Pepper Financial Services Group a great place to work and supporting our employees. We offer a values-based and diverse environment, a leadership team that supports and inspires, and a culture that rewards and recognizes strong performance and potential.

  • We believe in a life outside of work and offer a hybrid working model.
  • We recognize and reward our employees through our Spice Rewards Program.
  • We provide access to a free gym membership with our partners.
  • We offer a referral bonus for referring your network to the business.
  • We provide parental leave entitlements that offer flexibility and options.
  • We offer a range of benefits, including purchased leave, novated leasing, and staff loan rates.

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