Customer Solutions Specialist
Pepper · NSW
Who We Are
At Pepper Money, we’re dedicated to helping people succeed—whether it’s buying a family home, a dream car, developing professionally, or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 26 years, we’ve achieved a lot, but our proudest accomplishment is helping over half a million Australians reach their goals with our ever-expanding lending options.
The role
You’ll help us grow by improving what we offer, supporting your team and colleagues, and putting great experiences front and centre.
At Pepper, we are one team. You will build strong relationships, collaborate well with others, and consistently strive for high standards. Adaptability and a proactive mindset are essential as we navigate changes together with flexibility and purpose. It’s about living our values and always being Can do, Balanced and keeping it Real, in everything you do, every day, inside or outside of Pepper.
What you will do in this role:
- To ensure accounts in arrears are kept to a minimum and within targets
- Ensure that all accounts in arrears are tasked and followed up
- Successfully work with the Customer Assist & Customer Solutions teams to ensure the delivery of a rewarding customer experience whilst achieving the goals and objectives of the organisation.
- Support our customers by offering assistance and solutions to provide them with a rewarding customer experience.
About you
Key Skills & Experience:
- Demonstrated experience managing an Asset Finance collections portfolio, with responsibility for accounts 60+ days in arrears.
- Strong understanding of collections processes, hardship considerations, and customer-focused debt recovery practices.
- Experience negotiating payment arrangements and achieving positive customer and business outcomes.
- Sound knowledge of the National Consumer Credit Protection Act (NCCP) and associated regulatory requirements.
- Proven ability to locate and re-establish contact with customers through skip tracing activities, which will be highly regarded.
- Excellent communication, negotiation, and problem-solving skills, with the ability to handle challenging conversations professionally and empathetically.
- Strong attention to detail and ability to effectively manage a high-volume portfolio while meeting performance targets.
Preferred:
- Previous experience in Asset Finance, Motor Vehicle Finance, or Consumer Lending collections.
- Exposure to repossessions, remarketing, and recovery processes will be highly regarded
Our Benefits
At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values-driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone:
- 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.
Pepper is proud of our inclusive and diverse workplace that we have built over the last 26 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values.
The purpose of the Customer Solutions Specialist role is to help our customers in times of need including natural disasters, life events or hardship. Support our customers through reducing loss through facilitating internal collections, external contingent collections and debt sale whilst delivering fair and consistent outcomes, whilst balancing the need to collect. Aim is to exceed regulatory and community expectations in order to meet the business expectations.