Customer Service Executive

The Role 

Pepper Advantage Hub (Fiji) is seeking 5 motivated and detail-oriented individuals to join our team as Customer Service Executives.

The Customer Service Executive will work closely with our colleagues in Ireland as part of the Mortgage Operations department. Reporting to a Team Leader based in the Fiji Hub, you will play a key role in supporting critical operational processes, including the review and remediation of customer due diligence records, third-party vendor due diligence, and ensuring that systems and registers are accurately maintained, monitored, and reported to stakeholders.

Through accurate, timely, and compliant operational support, you will contribute directly to achieving key performance metrics and delivering a positive customer journey.

You will be responsible for executing your duties in line with regulatory requirements and internal policies, while actively minimising risk to the business.

Key Responsibilities

• Customer Service
  • Complete administrative activities supporting the servicing of customer accounts as requested by IRL Mortgage Operations accurately and within agreed timeframes as per SLAs
  • Review, validate and maintain customer records, ensuring information is complete, accurate and up to date
  • Respond to all customer and operational queries with pre-defined SLAs
  • Monitor work queues and prioritise workloads to ensure service standards and deadlines are met
  • Maintain accurate records of all work completed, ensuring a clear audit trail is available
  • Provide operational support to the Irish mortgage operations as and when required
  • Record expressions of dissatisfaction and customer complaints on the relevant customer complaints system
• Irish/European Money Laundering and Counter Terrorist Financing regulations
  • Ensuring customer due diligence requirements are met, and customer records are remediated as required
    
  • Completion of ongoing customer AML Risk reviews, engage with IRL AML Team as required
  • Review of initial watchlist (Bridger XG5) alerts, for onward review by the IRL AML Team
• Third-Party Vendor due diligence
  
  • Ensuring vendor due diligence requirements are met, and vendor records are maintained as required
  • Support and engage with IRL Third-Party Oversight team as required
  • Review of initial watchlist (Bridger XG5) alerts, for onward review by the IRL AML Team
• Risk Management through Compliance
  
  • Identify discrepancies, exceptions or potential risks and escalate them through the appropriate channels
  • Ensure all activities are completed in accordance with company policies, regulatory obligations and internal controls
    
  • Complete required regulatory training as directed

Skills and experience required:

• Candidate needs to be flexible in terms of working hours (Ideally from 8 pm to 5.00 am FJT).
• Productivity: Number of tasks processed per day/week/month
• Quality Assurance: Quality audit score achieved
• Service Level Achievement: Percentage of work completed within agreed SLAs
• Quality of reporting and documentation
• Feedback from Team Leader and IRL teams
• Account audits
• Customer/ Client feedbacks
• Escalation of identified or suspected AML/CFT matters to the IRL Team
• Operations Experience in a Financial Services Environment or AML administration
• Third level business degree or similar qualification (desirable)
• All compliance exams completed within appropriate period

Remuneration & Benefits

• Competitive salary package
• Medical benefits
• 24/7 transportation
• Ongoing career development and training
• A secure career with a fast-growing company
• Inclusive workplace culture
• International travel

How to Apply: Your professional CV and cover letter must be submitted via email to careers@fj.pepper-advantage.com which must include details of 3 non-related professional referees.

All applications must be submitted by 21 August 2026.

We thank all applicants for their interest; however, only those who are shortlisted will be contacted.

At Pepper Advantage, we believe that diversity drives innovation. We welcome candidates from all backgrounds to apply and become part of our global success story.