Team Leader - Customer Assist

Team Leader, Customer Assist (Hardship) – Permanent Location: Parramatta Salary Range: $123,000-$129,000 Total Package

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 Team Leader, Customer Assist (Hardship), you'll lead a team dedicated to helping customers through financial difficulty and life's unexpected challenges.

You'll create an environment where high performance, empathy and customer advocacy go hand in hand, supporting your team to deliver positive customer outcomes while balancing risk, compliance and business objectives.

• Lead, coach and develop a team of Hardship Specialists to deliver fair and consistent customer outcomes.
• Foster a customer-first culture focused on helping customers navigate financial difficulty with confidence and dignity.
• Provide guidance and support on complex hardship cases, escalations and decision-making.
• Ensure regulatory, legislative and compliance obligations are consistently met.
• Create a positive, engaged and inclusive team culture aligned with Pepper's values.
• Monitor portfolio performance and ensure accounts progress through the appropriate hardship and arrears management processes.
• Partner with stakeholders across the business to improve customer outcomes and operational performance.
• Identify opportunities for continuous improvement and support the successful delivery of change initiatives.

About you

You're a strong people leader with a genuine passion for helping customers through challenging circumstances.

You bring empathy, resilience and commercial awareness, along with the ability to develop high-performing teams and confidently navigate complex situations.