Customer Solutions Specialist

Pepper; Australia; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Development opportunities

Recognition and Spice program

Flexible hybrid working model

Health and wealth benefits

Referral Bonus

Job summary

Pepper Money is seeking a Customer Solutions Specialist to support customers through challenging circumstances with tailored solutions. You will work in a high-performing team, engaging with customers to understand their situation and delivering outcomes that balance customer needs with business objectives.

This permanent role emphasizes problem-solving, relationship-building and a genuine desire to help customers succeed within Pepper Money’s values-driven culture.

Qualifications

• Experience in customer service, collections, account management or a similar customer-focused role.
• Strong communication and relationship-building skills.
• Calm and professional when handling sensitive or complex customer situations.
• Apply sound judgement when assessing customer circumstances and recommending solutions.
• Manage competing priorities while maintaining accuracy and attention to detail.

Responsibilities

• Support customers experiencing financial challenges and identify appropriate solutions.
• Manage customer accounts and proactive follow-up activities to achieve positive outcomes.
• Build strong relationships with customers through clear, respectful and professional communication.
• Assess customer circumstances and recommend appropriate next steps based on individual situations.
• Work collaboratively with internal stakeholders to achieve fair and consistent outcomes.
• Manage customer interactions in accordance with company policies and regulatory requirements.
• Contribute to a customer-focused culture that prioritises service, accountability and results.
• Identify opportunities to improve processes and enhance the customer experience.

Skills

Customer service

Collections

Account management

Communication

Relationship building

Compliance

Risk awareness

Problem solving

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 Solutions Specialist, you'll help customers navigate challenging circumstances by providing tailored support and practical solutions. Working within a high-performing team, you'll engage with customers to understand their situation, identify the best path forward and deliver positive outcomes that balance both customer needs and business objectives. This is a permanent opportunity for someone who enjoys problem-solving, building relationships and making a genuine difference.

• Support customers experiencing financial challenges and work with them to identify appropriate solutions.
• Manage customer accounts and proactive follow-up activities to achieve positive outcomes.
• Build strong relationships with customers through clear, respectful and professional communication.
• Assess customer circumstances and recommend appropriate next steps based on individual situations.
• Work collaboratively with internal stakeholders to achieve fair and consistent outcomes.
• Manage customer interactions in accordance with company policies and regulatory requirements.
• Contribute to a customer-focused culture that prioritises service, accountability and results.
• Identify opportunities to improve processes and enhance the customer experience.

About you

You're a resilient and customer-focused professional who enjoys helping people through challenging situations. You can balance empathy with commercial awareness and are confident having conversations that require strong communication, negotiation and problem-solving skills.

• Bring experience in customer service, collections, account management or a similar customer-focused role.
• Demonstrate strong communication and relationship-building skills.
• Remain calm and professional when handling sensitive or complex customer situations.
• Apply sound judgement when assessing customer circumstances and recommending solutions.
• Manage competing priorities while maintaining accuracy and attention to detail.
• Work collaboratively as part of a team to achieve shared goals.
• Understand the importance of compliance, risk management and customer care.
• Bring a proactive mindset and a genuine desire to help customers succeed.

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.

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.

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.