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 Team Leader, Contact Centre, you'll lead a team of Customer Service Specialists to deliver exceptional customer experiences while driving strong operational performance. You'll play a key role in coaching, developing and supporting your team, creating an environment where people can perform at their best while maintaining a strong focus on customer outcomes, quality and compliance. 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 This permanent opportunity is ideal for an experienced people leader who enjoys developing others and making a meaningful impact on both team performance and customer experience. Lead, coach and develop a team of Customer Service Specialists to deliver outstanding customer outcomes. Create a positive, accountable and high-performing team culture aligned to Pepper's values. Manage team performance through regular coaching, feedback and development conversations. Monitor workload, service levels and operational performance to ensure business objectives are achieved. Support team members with complex customer enquiries, escalations and decision-making. Drive continuous improvement by identifying opportunities to enhance customer experience and operational efficiency. Work closely with stakeholders across Customer Service and the broader business to achieve shared outcomes. Lead your team through change initiatives and support the successful adoption of new processes and ways of working. Promote a strong risk and compliance culture while ensuring regulatory obligations are met.
About you
You're an experienced people leader who is passionate about developing high-performing teams and delivering exceptional customer experiences. You combine strong coaching skills with commercial awareness, operational leadership and the ability to bring people together around a common goal. Bring leadership experience within a contact centre, customer service or operational environment. Demonstrate a passion for coaching, mentoring and developing team capability. Have a proven track record of improving individual and team performance through effective leadership. Thrive in fast-paced environments and confidently manage competing priorities. Use customer, quality and operational data to drive informed decision-making. Build strong relationships across teams and stakeholder groups. Communicate confidently and influence positive outcomes at all levels. Apply sound judgement when managing customer escalations, people matters and operational challenges. Lead with accountability while fostering an engaging and inclusive team culture.
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. Our Benefits 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. For more information on Pepper visit . 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.
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. Our Benefits 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. For more information on Pepper visit . 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.
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 Assist Specialist, you'll play a meaningful role in helping customers navigate challenging life circumstances such as financial hardship, illness, unemployment or natural disasters. You'll work closely with customers to understand their situation, assess available options and provide tailored solutions that support positive customer outcomes while meeting regulatory and business requirements. 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. About you You genuinely enjoy helping people and can balance empathy with sound decision-making. You're resilient, solutions-focused and comfortable having sensitive conversations with customers, while maintaining strong attention to detail and compliance standards. Bring experience in hardship, collections, credit management, customer assistance or a similar customer-focused role. Demonstrate strong communication and relationship-building skills. Have the ability to assess customer circumstances and make informed decisions. Show empathy and professionalism when supporting customers through difficult situations. Manage multiple priorities while maintaining high levels of accuracy and organisation. Work collaboratively within a team environment to achieve shared goals. Understand the importance of compliance, privacy and regulatory obligations. Remain calm, resilient and customer-focused in challenging situations. 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. Our Benefits 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 fromRecognition: 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 optionsHealth 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 . 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.
Description
Who We AreAt 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 RoleThe purpose of the Workforce Planning Analyst role is to play a critical role in supporting the effective operation of the contact centre. The role is seen as an all-rounder as you will be responsible for delivering accurate forecasting, scheduling, real-time management, and reporting.Forecasting with precision: Use historical data, trends, and seasonal insights to sharpen our operations centre forecasts and drive smarter decisions.Partnering for impact: Work closely with business stakeholders to factor in upcoming campaigns, product launches, and regulatory changes-ensuring our forecasts stay ahead of the curve.Smart scheduling: Design and maintain agent schedules that strike the right balance between business needs, employee preferences, and compliance requirements.Real-time performance management: Keep a close eye on live contact centre activity, responding quickly to gaps by reallocating resources and adjusting schedules on the fly.Driving continuous improvement: Identify and implement opportunities to enhance our forecasting, scheduling, and reporting processes-because we're always looking to do better.
About youWe're looking for someone with previous Workforce Management systems experience and a demonstrated understanding of contact centre operations.Clear, confident communication: You know how to present complex information in a way that makes sense to stakeholders at all levels.Collaborative mindset: You thrive in cross-functional environments, working seamlessly with internal teams and external partners.Workforce planning expertise: You've got hands-on experience in forecasting, scheduling, and real-time management within a contact centre setting.Analytical strength: You're comfortable diving into complex datasets, spotting patterns, and solving problems with precision.
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.Our BenefitsWe 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 fromRecognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiativesFlexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave optionsHealth 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 .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.
Description
The Servicing Support Officer plays a critical role in delivering "Best in Class" customer service by ensuring accurate, efficient, and timely execution of servicing activities. This role supports Customer Operations through the management of customer and third-party enquiries, Novated Servicing, and Consumer Credit Reporting-including handling disputes, investigations, corrections, and rejections. To support operational flexibility, the Specialist may also provide cross team assistance within other teams reporting into the Operations Manager - Customer Service, during periods of increased demand, project activity, or elevated volumes. This ensures consistent service delivery, balanced workloads across teams, and the ability to deploy resources where they are most needed. The Specialist also contributes to the integrity of reporting provided to both internal and external stakeholders, ensuring transparency and accountability across all support service functions. The Role Provide operational support to Novated Servicing, ensuring continuity of service and efficient management of stakeholder enquiries Answer phone queries and respond to email requests from Salary Packagers (packagers), Brokers or internal Business Development Managers (BDMs) Provide payout quotes Process de-novation requests and issue relevant documentation to packagers and individuals who will now deal with Pepper directly Process re-novation requests and issue relevant documentation to packagers Process monthly invoices from packagers and respond to payment queries Reconcile novated account closures Process PPSR removals Provide remediation support if required These interactions must be handled within the relevant legal and regulatory frameworks, ensuring best-in-class service delivery About you 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. Our Benefits 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 fromRecognition: 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 optionsHealth 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 .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.
Description
Who We AreAt 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 roleYou'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 targetsEnsure that all accounts in arrears are tasked and followed upSuccessfully 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 youKey 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 BenefitsAt 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 fromRecognition: 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 optionsHealth 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 .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.
Description
Who We AreAt 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 RoleAs a Customer Service Specialist - Mortgages, you'll play a critical role behind the scenes to ensure our customer operations run smoothly and accurately. Working across a broad range of servicing and operational activities, you'll help deliver positive customer outcomes while maintaining strong financial controls, regulatory compliance and operational excellence. This permanent opportunity is ideal for someone who enjoys solving problems, working with complex transactions and being the go-to person for getting things right. 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.Process customer refunds, payouts, BPAY transactions and account adjustments with a high degree of accuracy.Manage loan discharge requests, settlement administration and operational payment activities.Investigate transaction discrepancies, unallocated funds and payment allocation issues.Respond to customer, solicitor, government and third-party information requests.Support Consumer Credit Reporting (CCR) activities, including corrections, disputes and bureau reporting matters.Maintain accurate records and ensure compliance with privacy, regulatory and business requirements.Work closely with internal stakeholders including Customer Service, Sales, Legal, Risk and Compliance teams.Contribute to reporting accuracy, operational controls and continuous improvement initiatives.
About youYou're a detail-oriented administrator who enjoys working through complex processes and delivering quality outcomes. You have strong organisational skills, a keen eye for accuracy and the ability to manage multiple priorities while maintaining exceptional customer service.Bring experience in a similar operational, customer service or administration role.Demonstrate strong attention to detail and a commitment to accuracy.Communicate confidently with customers, stakeholders and third parties.Enjoy investigating issues and identifying practical solutions.Work effectively within established processes while managing competing priorities.Build strong relationships across teams and stakeholder groups.Understand the importance of compliance, privacy and risk management.Bring experience within financial services, credit reporting or customer operations environments (highly regarded).
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.Our BenefitsWe 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 fromRecognition: 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 optionsHealth 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 .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.
Description
Who We AreAt 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 RoleAs a Team Leader, Contact Centre, you'll lead a team of Customer Service Specialists to deliver exceptional customer experiences while driving strong operational performance. You'll play a key role in coaching, developing and supporting your team, creating an environment where people can perform at their best while maintaining a strong focus on customer outcomes, quality and compliance. 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 rosterThis permanent opportunity is ideal for an experienced people leader who enjoys developing others and making a meaningful impact on both team performance and customer experience.Lead, coach and develop a team of Customer Service Specialists to deliver outstanding customer outcomes.Create a positive, accountable and high-performing team culture aligned to Pepper's values.Manage team performance through regular coaching, feedback and development conversations.Monitor workload, service levels and operational performance to ensure business objectives are achieved.Support team members with complex customer enquiries, escalations and decision-making.Drive continuous improvement by identifying opportunities to enhance customer experience and operational efficiency.Work closely with stakeholders across Customer Service and the broader business to achieve shared outcomes.Lead your team through change initiatives and support the successful adoption of new processes and ways of working.Promote a strong risk and compliance culture while ensuring regulatory obligations are met.
About you
You're an experienced people leader who is passionate about developing high-performing teams and delivering exceptional customer experiences. You combine strong coaching skills with commercial awareness, operational leadership and the ability to bring people together around a common goal.Bring leadership experience within a contact centre, customer service or operational environment.Demonstrate a passion for coaching, mentoring and developing team capability.Have a proven track record of improving individual and team performance through effective leadership.Thrive in fast-paced environments and confidently manage competing priorities.Use customer, quality and operational data to drive informed decision-making.Build strong relationships across teams and stakeholder groups.Communicate confidently and influence positive outcomes at all levels.Apply sound judgement when managing customer escalations, people matters and operational challenges.Lead with accountability while fostering an engaging and inclusive team culture.
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.Our BenefitsWe 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 fromRecognition: 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 optionsHealth 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 .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.
