Customer Case Manager – Max-Term (up to 24-month Contract)

Location: Parramatta

Salary Range: $89,500-$95,000 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 Customer Case Manager, you'll play a critical role in helping customers when things don't go to plan. You'll investigate complaints, disputes and complex customer enquiries, working closely with customers, stakeholders and internal teams to understand issues, identify solutions and deliver fair, timely and positive outcomes. This maximum term contract opportunity is ideal for someone who enjoys problem-solving, navigating complexity and advocating for great customer experiences.

- Manage customer complaints, disputes and complex enquiries from initial investigation through to resolution.
- Gather and assess information from customers, internal teams and external stakeholders.
- Conduct root cause analysis and identify appropriate remediation actions.
- Deliver fair, balanced and customer-focused outcomes while meeting regulatory and business requirements.
- Manage information requests and ensure accurate case administration.
- Build strong relationships with customers and stakeholders to achieve timely resolutions.




- Maintain accurate records and reporting across all case management activities.
- Identify potential risks and escalate issues appropriately to support robust governance and customer outcomes.

About You You're a naturally curious problem solver who enjoys investigating issues, understanding different perspectives and finding practical solutions. You bring strong communication skills, attention to detail and the ability to manage sensitive customer matters with professionalism and empathy.

- Bring experience in complaints, disputes, customer resolutions, collections, customer service or case management.
- Demonstrate strong investigation, analytical and problem-solving skills.
- Communicate confidently and professionally with a wide range of stakeholders.
- Manage multiple priorities while maintaining strong attention to detail.
- Build trust and credibility through clear communication and sound judgement.
- Remain calm and objective when handling complex or sensitive matters.
- Work collaboratively across teams to achieve positive customer and business outcomes.
- Understand the importance of compliance, risk management and regulatory obligations.

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.

📌 Customer Case Manager (Max-Term Contract) (New South Wales)
🏢 Pepper Money ANZ
📍 New South Wales