Empathetic Customer Support & Hardship Solutions Specialist

Pepper Group; Sydney; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Development

Recognition

Flexibility

Health and Wealth

Referral Bonus

Job summary

Pepper Group is seeking a Customer Assist Specialist in Sydney to help customers navigating financial hardship and challenging life events. You will assess circumstances, propose suitable repayment options and manage hardship applications from start to finish.

You will collaborate with internal teams to ensure positive customer outcomes, maintain regulatory compliance and build trusted relationships. A resilient, customer-focused mindset is essential for this role.

Qualifications

• Experience in hardship, collections, credit management, or a similar customer-focused role.
• Strong communication and relationship-building skills.

Responsibilities

• 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.

Skills

Empathy

Communication

Decision-making

Attention to detail

Regulatory compliance understanding

Job description

Pepper Group is seeking a Customer Assist Specialist in Sydney to help customers navigating financial hardship and challenging life events. You will assess circumstances, propose suitable repayment options and manage hardship applications from start to finish.

You will collaborate with internal teams to ensure positive customer outcomes, maintain regulatory compliance and build trusted relationships. A resilient, customer-focused mindset is essential for this role.