Customer Service Specialist

Pepper Money Limited; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working model

Spice Rewards Program

Free gym membership

$2000 referral bonus

Job summary

Pepper Money Limited is hiring a Customer Service Specialist to support customers post-settlement and assist with loan balances, contact details updates, and repayments. You will join a team that handles mortgage and asset finance inquiries and maintain service levels.

You will work in a hybrid model, balancing customer care with operational targets while upholding Pepper Money’s values of Can Do, Balanced, and Real.

Qualifications

• Prior contact centre experience with high call volumes.
• Strong communication and customer service skills.
• Ability to work in a rotating roster between 8am–6pm, Monday to Friday.

Responsibilities

• Answer inbound calls for AU & NZ mortgage and asset finance queries.
• Manage email inboxes for contact centre, NZ servicing, and TCv customer service.
• Follow up with customers and complete outbound calls.
• Lodge and manage internal customer complaints.

Skills

Call centre experience

Communication

Roster management

Customer service mindset

Job description

Description

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 23 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.

• Working on queue to be ready for inbound calls – this would include mortgage (AU & NZ) and asset finance calls
• Managing email inbox for contact centre, NZ servicing, and TCV customer service
• Action any customer follow-up enquiries and complete outbound calls
• Lodge and manage internal customer complaints

About you

We are looking for:

• Previous contact centre experience – managing high volume of calls
• Understanding around workforce management
• Ability to meet and exceed call-centre KPI’s – Handling time, adherence etc.
• Able to work on a rotating roster between 8am – 6pm, Monday to Friday.

The way we work together is just as important as your experience. Our success is built on our values, which underpin everything we do:

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.
Real - We respect people and keep it honest.

If you think this is an environment where you can thrive, 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.