Customer Resolutions Specialist

2 weeks 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 9 years.

**The Role**

The purpose of the 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.
- To ensure disputes are recorded as required by legislation and that the departments involved are kept up to date during the dispute process.
- Ensure Customer Solutions inbox, inbound and mail enquiries are attended in a timely manner.
- Ensure the prompt and accurate recording/archiving of disputes and resolution efforts.
- Ensure that potential risks are promptly reported to the appropriate authority.
- Ensure that all internal and external relationships are maintained at high standards whilst exhibiting a high level of customer service.

**About you**
- Experience within a contact centre/customer solutions environment
- Outstanding customer service with an innate ability to build relationships and negotiate meaningful solutions
- Experience within risk identification
- Strong written and verbal communication skills

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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