Customer Solutions

1 week ago

Parramatta, Australia Pepper Full time

**Who We Are**

At Pepper, we’re focused on helping people succeed. Whether that be buying a family home, dream car, developing professionally or growing their business. Pepper has grown to become one of Australia’s largest non-bank lenders and has been recognised as Australia’s Best Specialist lender over the last 11 years.

**The Role**

Based in our new Parramatta office, the primary purpose for the Senior Customer Solutions, Case Officer is to ensure the appropriate administration of disputes and document custody is ensured whilst providing an exemplary level of customer service in line with Pepper guidelines.
- Minimise risk to the organisation through the appropriate administration of disputes whilst providing an exemplary level of customer service.
- De-escalating complaints while keeping in line with regulatory and company guidelines.
- Identifying ways in which we can improve our processes through testing and change management
- Ensuring 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 tat we are providing correct information while protecting the Pepper brand.
- Supporting 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 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

The way we work together is just as important as your experience. 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.

If you think this is an environment you can thrive in, we want to work with you.

**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 $2000 referral bonus
- Parental leave entitlements that provide you with options and flexibility
- Purchased leave, novated leasing, staff loan rates and more
- Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values._

**Work Locations***: Parramatta Level 5, 18 Smith Street Parramatta 2150

**Job***: Customer Service Operations

**Status***: Permanent Full-time

**Closing Date***: Ongoing

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