Customer Case Manager

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.

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 is a permanent opportunity 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 strong governance and customer outcomes.

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.