Team Leader - Collections

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 a proactive and experienced Collections Team Leader to oversee our Collections team, driving efficient, compliant, and customer-focused arrears management. This role is critical to team performance, operational excellence, and fostering strong relationships internally and externally. Key Responsibilities Team Leadership & Operations • Lead, coach, and support a team of Collections Specialists to deliver consistent, high-quality outcomes • Manage daily workflows, scheduling, task allocation, and queue management • Monitor team and individual performance, conduct regular one-on-ones, and address performance challenges • Ensure accurate documentation, payment arrangements, and effective recovery actions Case Management & Escalations • Act as the main escalation point for complex or sensitive accounts • Provide guidance on case strategies, hardship management, and referrals to external recovery partners • Collaborate with Legal and Compliance teams on high-risk or complex matters Process & Performance Improvement • Identify opportunities to improve collections processes, efficiency, and customer outcomes • Support system enhancement and automation initiatives • Promote a culture of continuous improvement, operational excellence, and compliance Risk & Compliance • Ensure compliance with NCCP, Privacy, AML/KYC, and ASIC regulations • Build team capability through ongoing training and regulatory awareness • Conduct quality assurance checks and support remediation activities Stakeholder Engagement • Collaborate with Hardship, Credit, Customer Support, Legal, and external partners • Promote a consistent, customer-centric approach to collections across all touchpoints About You: • 3+ years’ experience in collections, including 1+ year in a leadership or senior role • Strong knowledge of collections, credit risk, and financial services regulations • Proven ability to coach and lead teams effectively • Experience handling complex arrears, hardship, and recovery cases • Proficiency in collections systems and CRM platforms • Strong communication, problem-solving, and organisational skills