Customer Assist Specialist

Pepper; Parramatta; Hybrid; AUD 60,000 - 78,000; Full time

Benefits offered by this job

Development opportunities

Spice Reward & Recognition

Hybrid working model

Health & wellness benefits

Referral bonus

Job summary

Pepper Money is seeking a Customer Assist Specialist to help customers navigate hardship and life challenges with empathy and regulatory compliance. You will assess circumstances, offer tailored repayment options, and manage hardship applications from first contact to resolution.

Join a team focused on delivering positive outcomes, working with internal partners, and continuously improving the customer experience within a hybrid working model.

Qualifications

• Experience in hardship, collections, credit management or similar customer-focused role.
• Strong communication and relationship-building skills.
• Ability to assess customer circumstances and make informed decisions.
• Show empathy and professionalism when supporting customers through difficult situations.
• Manage multiple priorities with accuracy and organisation.
• Work collaboratively within a team.
• Understand compliance, privacy and regulatory obligations.
• Remain calm and customer-focused in challenging situations.

Responsibilities

• Support customers experiencing hardship with empathy, professionalism and care.
• Assess customer circumstances and identify options and repayment solutions.
• Manage hardship applications from initial contact through to resolution.
• Collaborate with internal teams to deliver positive customer outcomes and a seamless experience.
• Provide clear and accurate information across customer interactions.
• Ensure activities align with responsible lending, privacy and regulatory requirements.
• Build relationships with customers and stakeholders while balancing needs.
• Contribute to continuous improvement initiatives to enhance outcomes and performance.

Skills

Hardship/collections

Credit management

Customer assistance

Communication

Decision making

Empathy

Multitasking

Compliance

Job description

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we’re one of Australia and New Zealand's leading non-bank lenders, supporting more than half a million customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role

As a Customer Assist Specialist, you’ll play a meaningful role in helping customers navigate challenging life circumstances such as financial hardship, illness, unemployment or natural disasters. You’ll work closely with customers to understand their situation, assess available options and provide tailored solutions that support positive customer outcomes while meeting regulatory and business requirements.

Support customers experiencing financial hardship with empathy, professionalism and care.

Assess customer circumstances and identify appropriate support options and repayment solutions.

Manage hardship applications and customer enquiries from initial contact through to resolution.

Work closely with internal teams to deliver positive customer outcomes and a seamless customer experience.

Provide clear and accurate information across a range of customer interactions.

Ensure all activities are completed in line with responsible lending, privacy and regulatory requirements.

Build strong relationships with customers and stakeholders while balancing customer and business needs.

Contribute to continuous improvement initiatives that enhance customer outcomes and team performance.

About you

You genuinely enjoy helping people and can balance empathy with sound decision-making. You’re resilient, solutions-focused and comfortable having sensitive conversations with customers, while maintaining strong attention to detail and compliance standards.

• Bring experience in hardship, collections, credit management, customer assistance or a similar customer-focused role.
• Demonstrate strong communication and relationship-building skills.
• Have the ability to assess customer circumstances and make informed decisions.
• Show empathy and professionalism when supporting customers through difficult situations.
• Manage multiple priorities while maintaining high levels of accuracy and organisation.
• Work collaboratively within a team environment to achieve shared goals.
• Understand the importance of compliance, privacy and regulatory obligations.
• Remain calm, resilient and customer-focused in challenging situations.

Our values guide how we work, make decisions and support each other.

Can Do:We look for better ways of doing things and work together to deliver great outcomes.

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.

We know that great work happens when people feel supported. That’s why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you’re in. Here’s a snapshot of what you’ll find at Pepper:

• 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.

At Pepper, we’re proud of the inclusive and diverse workplace we’ve built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It’s reflected in our values, our people practices, and the way we work together every day.