Collections Specialist

Who is Plenti? Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.   We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team, as we go about building Australia’s best lender.   Plenti is a founder led business that launched in 2014, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $2.5 billion. About the role: We are seeking an experienced Collections Specialist to join our Collections team. This role is critical in managing customer accounts and supporting timely repayments across our early-stage arrears portfolio, including both secured and unsecured loans. You will work directly with customers to deliver effective collection outcomes while maintaining Plenti’s reputation for responsible and respectful lending practices. Our Collections team is a high-performing, customer-focused group that values collaboration, development, and success. We offer internal career progression opportunities and celebrate achievements through regular team events, creating an environment where our people can grow and thrive. Key Responsibilities: • Manage overdue customer accounts: Assess customers’ financial circumstances and work with them to identify appropriate solutions to return accounts to good standing. • Implement tailored collection solutions: Review and respond to proposed debt agreements, establish structured payment plans, conduct skip tracing, manage bankruptcy-related actions, and liaise with external collections agencies. • Support a strong collections culture: Contribute to the development, implementation, and documentation of effective collections processes aligned with best practice. • Accurate record keeping: Maintain detailed and up-to-date records of customer interactions, payment arrangements, and actions taken on each account. • Stakeholder engagement: Build and maintain strong working relationships with senior management and internal teams across the business. • Compliance: Ensure all regulatory obligations are met, including the NCCP Act, Privacy Act, ASIC Regulatory Guides, and AML/KYC requirements. About You: • Proven experience in collections or a high-volume call centre environment • Demonstrated ability to manage inbound and outbound calls professionally and efficiently • Strong verbal and written communication skills, with the confidence to handle sensitive financial conversations • Experience using CRM systems, call logging tools, and other customer service platforms • Ability to work in a fast-paced environment while maintaining accuracy and attention to detail • Strong problem-solving skills with a proactive, solutions-focused approach • Experience within financial services or loan collections is highly regarded