Senior Customer Assist Specialist – Permanent

Location: Parramatta

Salary Range: $100,000-$106,500 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 Assist Specialist, you'll be a key subject matter expert within our Hardship team, supporting both customers and colleagues to achieve the best possible outcomes. You'll combine hands-on case management with mentoring, coaching and operational support, helping drive consistency, quality and continuous improvement across the team. This permanent opportunity is ideal for someone who enjoys solving complex customer situations while developing the capability of those around them.

- Support customers experiencing financial hardship by identifying appropriate and sustainable solutions.
- Act as a senior point of contact for complex customer matters, escalations and internal disputes.
- Provide guidance, mentoring and on-the-job support to team members and new starters.
- Assist with quality assurance activities to drive consistency and continuous improvement.
- Work closely with the Team Leader to improve operational efficiency and team capability.
- Build strong relationships with internal stakeholders to achieve positive customer outcomes.
- Deliver exceptional customer service while balancing risk,



compliance and business requirements.
- Ensure all activities are completed in line with responsible lending, privacy and regulatory obligations.

About You You're an experienced hardship professional who enjoys helping customers through challenging circumstances while supporting the growth and development of your team. You bring strong problem-solving skills, sound judgement and the confidence to handle complex situations with empathy and professionalism.

- Bring experience in hardship, collections, credit management or a similar customer assistance environment.
- Demonstrate strong knowledge of lending, credit management and customer support processes.
- Have experience coaching, mentoring or supporting colleagues in a team environment.
- Communicate effectively with customers, stakeholders and team members at all levels.
- Confidently manage escalations, complex cases and sensitive customer conversations.
- Apply sound judgement to balance customer outcomes, risk and compliance obligations.
- Thrive in a quick-paced setting with competing priorities.
- Bring a continuous improvement mindset and a passion for delivering great customer outcomes.

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 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 Assist Specialist (New South Wales)
🏢 Pepper Money ANZ
📍 New South Wales