Empathetic Customer Care & Hardship Specialist

Pepper Money Limited; New South Wales; Hybrid; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Free gym membership

Discounted health insurance policies

Novated leasing

Staff loan rates

Spice Reward and Recognition Program

Hybrid working model

Flexible parental leave

Job summary

Pepper Money Limited is seeking a Customer Assist Specialist to support customers facing hardship and life challenges. You will assess circumstances, offer suitable repayment options and work with internal teams to deliver positive outcomes while upholding regulatory requirements.

You will engage with customers empathetically, communicate clearly, and manage multiple priorities with accuracy and care, ensuring privacy and compliance throughout every interaction.

Qualifications

• Experience in hardship, collections, credit management or a similar customer-focused role.
• Ability to assess customer circumstances and make informed decisions.
• Strong communication, empathy and professionalism in sensitive conversations.

Responsibilities

• Assist customers experiencing hardship with empathy and care.
• Assess circumstances and identify suitable support options and repayment solutions.
• Manage hardship applications and inquiries from start to resolution.
• Collaborate with internal teams to ensure positive customer outcomes and compliant processes.
• Provide clear information across customer interactions and maintain regulatory standards.

Skills

Empathy

Communication

Relationship building

Decision making

Compliance

Multitasking

Team collaboration

Resilience

Job description

Pepper Money Limited is seeking a Customer Assist Specialist to support customers facing hardship and life challenges. You will assess circumstances, offer suitable repayment options and work with internal teams to deliver positive outcomes while upholding regulatory requirements.

You will engage with customers empathetically, communicate clearly, and manage multiple priorities with accuracy and care, ensuring privacy and compliance throughout every interaction.