Mortgage & Asset Finance: Customer Care Specialist

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

Benefits offered by this job

Development opportunities

Spice Reward & Recognition Program

Hybrid working model

Gym membership & health benefits

Novated leasing & staff loan rates

Referral Bonus

Job summary

Pepper Money is seeking a Customer Service Specialist to deliver outstanding service to mortgage and asset finance customers across Australia and New Zealand. The role involves handling inquiries via phone, email and written channels, with rostered weekend shifts as part of a regular roster.

You will manage loan accounts, payments, statements and servicing options, ensuring accuracy and compliance while supporting customers to use online tools and achieve first-contact resolution.

Qualifications

• 1+ year of customer service experience.
• Strong verbal and written communication skills.
• Customer-first mindset focused on quality outcomes.
• Sound problem-solving and decision-making abilities.
• Balance customer needs with compliance and policies.
• Maintain accuracy when handling customer information and records.
• Build strong cross-team relationships to achieve shared goals.
• Adapt quickly to changing priorities and new processes.

Responsibilities

• Handle customer enquiries via phone, email, and written channels.
• Provide accurate information on loan accounts, payments, statements, and servicing options.
• Complete account maintenance tasks with accuracy and attention to detail.
• Own customer requests and aim for first-contact resolution.
• Investigate inquiries and propose practical solutions for customers.
• Support customers to use online and self-service tools confidently.
• Collaborate with internal teams to resolve more complex issues.
• Maintain records and ensure compliance with policies and regulatory requirements.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Policy compliance

Team collaboration

Adaptability

Professional writing

Job description

Pepper Money is seeking a Customer Service Specialist to deliver outstanding service to mortgage and asset finance customers across Australia and New Zealand. The role involves handling inquiries via phone, email and written channels, with rostered weekend shifts as part of a regular roster.

You will manage loan accounts, payments, statements and servicing options, ensuring accuracy and compliance while supporting customers to use online tools and achieve first-contact resolution.