Complaint Handling jobs in New South Wales

Who We Are

At Pepper Money, we’re dedicated to helping people succeed—whether it’s buying a family home, a dream car, developing professionally, or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 25 years, we’ve achieved a lot, but our proudest accomplishment is helping over half a million Australians reach their goals with our ever-expanding lending options.

The Role

The Customer Service Specialist team is one of the faces of Pepper Money for our customers. This role is responsible for answering any queries and calls post-settlement. You could find yourself helping a customer with their loan balance, updating their contact details and assisting our customers with their loan repayments.

• Customer Service: Provide exceptional service to our customers in Australia and New Zealand, covering both mortgages and asset finance products.
• Inbox Management: Respond to customer emails promptly and in line with our policies.
• Lodge Complaints: File and manage customer complaints to ensure compliance with regulations, or collaborate with our customer resolutions team to find solutions.
• Accurate Note Taking: Keep detailed notes on customer accounts to ensure data security and a seamless customer experience.

About you

We’re looking for someone with experience working in a fast-paced call-centre. Here’s what we’re looking for:

• Call-centre experience: Someone who has experience in a fast-paced contact centre environment handling 50-60 interactions per day.
• Outstanding communication skills: Deliver excellent written and verbal customer service in the Pepper Money tone of voice to provide solutions, answers and accurate information to our valued customers.
• Team-player: Collaborate well within a team, have a strong work ethic, and find ways to improve processes for a smoother workflow.

At Pepper Money, collaboration is just as vital as your skills. Our values are the heartbeat of our success, driving everything we do:

Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary.
Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.
Real: We keep it honest and respect everyone, building genuine connections.

Our Benefits

At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values-driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone:

• Development: a full suite of development opportunities and a great team to learn from
• Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives
• Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
• Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
• Referral Bonus: Earn $2000 for referring great people.

If this role sounds like it’s for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you.

For more information on Pepper visit www.peppermoney.com.au.

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.