Senior Customer Solutions 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 Solutions Specialist, you'll play a key role in supporting customers through challenging circumstances while helping drive strong team and customer outcomes. Combining hands-on case management with leadership support responsibilities, you'll provide guidance to colleagues, assist with workflow management and help deliver fair, consistent and sustainable solutions. This permanent opportunity is ideal for an experienced professional who enjoys problem-solving, mentoring others and making a meaningful impact on the customer experience.

- Support customers experiencing financial challenges and identify appropriate solutions to help them move forward.
- Manage complex customer matters while balancing customer needs, business objectives and compliance requirements.
- Provide day-to-day guidance and support to team members and assist with capability development.
- Help monitor workflow and contribute to the achievement of team performance targets.
- Assist with escalations and support the delivery of high-quality customer experiences.




- Maintain accurate records and ensure activities are completed in line with regulatory and business requirements.

About You You're an experienced customer solutions professional who combines empathy, commercial awareness and strong problem-solving skills. You enjoy supporting others, influencing positive outcomes and taking ownership of complex situations from start to finish.

- Bring experience within collections, customer solutions, customer assistance or a similar customer-focused environment.
- Demonstrate the ability to manage complex customer matters with professionalism and care.
- Have experience coaching, mentoring or supporting colleagues within a team environment.
- Apply sound judgement and decision-making skills when balancing customer and business outcomes.
- Analyse information and identify trends to support continuous improvement initiatives.
- Communicate confidently with customers, stakeholders and team members at all levels.
- Thrive in a fast-paced environment with competing priorities.
- Bring a proactive mindset and a genuine passion for helping customers succeed.

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 Perks

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