Outbound Customer Service Specialist - Meaningful Impact

SMAART Recruitment; Adelaide; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Development opportunities

Spice Reward and Recognition Program

DEI initiatives

Hybrid working model

Purchased leave options

Free gym membership

Discounted health insurance policies

Novated leasing

Staff loan rates

Refer a friend bonus: $2000

Job summary

Adelaide Pepper Group is seeking a Customer Service Specialist to deliver exceptional service to mortgage and asset finance customers across Australia and New Zealand. You will manage inquiries across phone, email and written channels, ensuring accurate information and effective servicing options.

A roster includes weekend shifts in a collaborative team focused on first-contact resolution.

Qualifications

• 1+ year of customer service experience.
• Confident and professional communication in writing and speech.
• Strong customer-first mindset with attention to quality outcomes.
• Sound problem-solving and decision-making for enquiries.
• Balance customer needs with policy and compliance.

Responsibilities

• Handle customer enquiries via phone, email and written channels.
• Provide accurate information on loan accounts, payments and servicing options.
• Manage account maintenance with accuracy and attention to detail.
• Take ownership of requests and aim for first-contact resolution.
• Investigate enquiries and offer practical solutions meeting customer needs.
• Assist customers with online and self-service tools.
• Collaborate with internal teams on complex enquiries.
• Maintain records and ensure compliance with policies and regulatory requirements.

Skills

Communication

Problem-solving

Attention to detail

Customer-focused

Team collaboration

Job description

Customer Service Specialist

Adelaide Pepper Group

Job Description

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 Service Specialist, you'll be at the heart of delivering exceptional service to our mortgage and asset finance customers across Australia and New Zealand. You'll manage a broad range of customer enquiries and servicing requests, taking ownership of each interaction and helping customers achieve the best possible outcome. This is a permanent opportunity to join a collaborative team where customer experience, problem-solving and continuous improvement are valued every day. Please note that this role includes rostered weekend work. Successful candidates must be flexible and available to work some weekend shifts as part of their regular roster.

• Manage customer enquiries across phone, email and written channels.
• Provide accurate information on loan accounts, payments, statements, transactions and servicing options.
• Complete customer account maintenance activities with accuracy and attention to detail.
• Take ownership of customer requests and work towards first-contact resolution.
• Investigate enquiries and identify practical solutions to meet customer needs.
• Support customers to confidently use online and self-service tools.
• Collaborate with internal teams to resolve more complex enquiries.
• Maintain accurate records and ensure compliance with business, policy and regulatory requirements.

About you

You're passionate about delivering great customer experiences and thrive in a fast-paced environment where no two days are the same. You combine strong communication skills with sound judgement, attention to detail and a proactive approach to problem-solving. Most importantly, you're someone who genuinely enjoys helping customers and working collaboratively with others.

• Bring at least 1 year of customer service experience.
• Communicate confidently and professionally, both verbally and in writing.
• Demonstrate a strong customer-first mindset and commitment to quality outcomes.
• Apply sound problem-solving and decision-making skills to resolve customer enquiries.
• Balance customer needs with compliance, policy and operational requirements.
• Maintain high levels of accuracy when managing customer information and records.
• Build strong working relationships across teams to achieve shared outcomes.
• Adapt quickly to changing priorities and new processes.

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.

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.

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.