Customer Service Specialist

Pepper; Australia; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Development opportunities

Recognition program

Hybrid work model

Parental leave policies

Gym membership

Discounted health insurance

Novated leasing

Staff loan rates

Referral bonus

Job summary

Pepper Money in Australia is seeking a Customer Service Specialist - Mortgages to support our customer operations, focusing on servicing and settlement activities, refunds, and payments with accuracy.

This permanent role includes weekend shifts as part of the roster, requires attention to detail and collaboration with Legal, Risk and Compliance teams to uphold privacy and regulatory requirements.

Qualifications

• Bring experience in a similar operational, customer service or administration role.
• Demonstrate strong attention to detail and a commitment to accuracy.
• Communicate confidently with customers, stakeholders and third parties.
• Enjoy investigating issues and identifying practical solutions.
• Work effectively within established processes while managing competing priorities.
• Build strong relationships across teams and stakeholder groups.
• Understand the importance of compliance, privacy and risk management.
• Bring experience within financial services, credit reporting or customer operations environments (highly regarded).

Responsibilities

• Process customer refunds, payouts, BPAY transactions and account adjustments with a high degree of accuracy.
• Manage loan discharge requests, settlement administration and operational payment activities.
• Investigate transaction discrepancies, unallocated funds and payment allocation issues.
• Respond to customer, solicitor, government and third-party information requests.
• Support Consumer Credit Reporting (CCR) activities, including corrections, disputes and bureau reporting matters.
• Maintain accurate records and ensure compliance with privacy, regulatory and business requirements.
• Work closely with internal stakeholders including Customer Service, Sales, Legal, Risk and Compliance teams.
• Contribute to reporting accuracy, operational controls and continuous improvement initiatives.

Skills

Attention to detail

Customer service

Communication

Problem solving

Process adherence

Relationship building

Compliance and privacy

Financial services experience

Job description

Who We Are

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 Service Specialist - Mortgages, you'll play a critical role behind the scenes to ensure our customer operations run smoothly and accurately. Working across a broad range of servicing and operational activities, you'll help deliver positive customer outcomes while maintaining strong financial controls, regulatory compliance and operational excellence. This permanent opportunity is ideal for someone who enjoys solving problems, working with complex transactions and being the go-to person for getting things right. Please note that this role includes rostered weekend work. Successful candidates must be flexible and available to work some weekend shifts as part of their regular roster.

• Process customer refunds, payouts, BPAY transactions and account adjustments with a high degree of accuracy.
• Manage loan discharge requests, settlement administration and operational payment activities.
• Investigate transaction discrepancies, unallocated funds and payment allocation issues.
• Respond to customer, solicitor, government and third-party information requests.
• Support Consumer Credit Reporting (CCR) activities, including corrections, disputes and bureau reporting matters.
• Maintain accurate records and ensure compliance with privacy, regulatory and business requirements.
• Work closely with internal stakeholders including Customer Service, Sales, Legal, Risk and Compliance teams.
• Contribute to reporting accuracy, operational controls and continuous improvement initiatives.

About you

You're a detail-oriented administrator who enjoys working through complex processes and delivering quality outcomes. You have strong organisational skills, a keen eye for accuracy and the ability to manage multiple priorities while maintaining exceptional customer service.

• Bring experience in a similar operational, customer service or administration role.
• Demonstrate strong attention to detail and a commitment to accuracy.
• Communicate confidently with customers, stakeholders and third parties.
• Enjoy investigating issues and identifying practical solutions.
• Work effectively within established processes while managing competing priorities.
• Build strong relationships across teams and stakeholder groups.
• Understand the importance of compliance, privacy and risk management.
• Bring experience within financial services, credit reporting or customer operations environments (highly regarded).

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.

Our Benefits

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.

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.