Senior Customer Service Specialist – Permanent

Location: Parramatta

Salary Range: $98,500 - $103,000 Total Package

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 Senior Customer Service Specialist, you'll be a trusted expert within our Contact Centre, helping customers navigate complex servicing enquiries while supporting your colleagues to deliver outstanding customer outcomes. You'll play a key role in driving service excellence, sharing your knowledge, and contributing to continuous improvement initiatives that enhance both the customer and team experience.

- Manage complex customer enquiries and servicing requests across phone, written and digital channels.
- Take ownership of customer matters and drive solutions through to resolution.
- Act as a subject matter expert, providing guidance and support to team members.
- Assist with escalation management and support colleagues through challenging customer interactions.
- Coach and mentor team members to build capability and encourage best practice.
- Support onboarding and training activities for new employees.
- Contribute to quality assurance activities and identify opportunities for operational improvement.
- Support change initiatives by sharing frontline insights and helping embed new processes and ways of working.




- Maintain high standards of compliance, risk management and customer advocacy.

About You You're an experienced customer service professional who enjoys solving complex problems and helping others succeed. You combine strong customer focus with a collaborative approach, and you're comfortable sharing knowledge, coaching colleagues and acting as a go-to resource within a team environment.

- Bring experience in mortgage servicing, customer service or customer operations.
- Demonstrate the ability to manage complex customer enquiries and servicing requests.
- Have strong knowledge of customer servicing processes, products and systems.
- Show experience coaching, mentoring or supporting colleagues to achieve successful outcomes.
- Apply sound judgement when balancing customer needs with business, risk and compliance requirements.
- Build positive relationships and work effectively across teams and stakeholder groups.
- Identify opportunities to improve processes, service delivery and customer outcomes.
- Communicate confidently and professionally across a range of customer and internal interactions.
- Thrive in a fast-paced environment and adapt positively to change.

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 excellent 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 .

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.

📌 Senior Customer Service Specialist (New South Wales)
🏢 Pepper Money ANZ
📍 New South Wales