Collections Specialist

About Plenti

Plenti is a fintech lender dedicated to providing faster and fairer loans by utilizing advanced technology. We are a dynamic and rapidly expanding company, gaining market share in personal lending, renewable energy, and automotive finance sectors. Founded in 2014 and publicly traded since 2020, Plenti operates with over 250 employees across Australia, managing a loan portfolio exceeding $3 billion and generating annual revenues above $250 million. Our environment encourages ownership and impact across all roles as we strive to become Australia's leading lender.

Role Overview

The Collections Specialist is integral to assisting customers who have fallen behind on their secured or unsecured loan payments. Managing a portfolio that spans early to late stage arrears, this role combines customer interaction, negotiation, and problem-solving efforts focused on reinstating accounts to good standing. Maintaining professionalism, effectiveness, and compliance is essential.

Key Responsibilities

• Oversee a portfolio of delinquent accounts by assessing customer situations and applying tailored strategies to manage arrears.
• Engage with customers through inbound and outbound communication to address arrears, craft payment plans, evaluate debt agreements, and assist with hardship requests.
• Conduct and oversee skip tracing, bankruptcy procedures, and external referral processes as needed.
• Keep thorough documentation of all customer interactions, recovery plans, and actions taken.
• Contribute to the enhancement and documentation of collections workflows and processes.
• Coordinate with internal departments such as Credit, Legal, and Customer Support, along with external collection agencies and legal service providers, ensuring consistent account handling.
• Ensure strict adherence to regulatory frameworks including NCCP Act, Privacy Act, AML/KYC standards, and ASIC guidelines.
• Participate consistently in training, remediation, and quality assurance initiatives.

Qualifications and Skills

• Proven experience in fast-paced customer service roles, such as contact centers, retail, hospitality, or financial services, managing multiple priorities effectively.
• Experience in debt collections, especially handling secured or unsecured loan arrears, is preferred but not mandatory if strong transferable skills exist.
• Excellent communication skills characterized by confidence, empathy, and the ability to manage challenging conversations.
• Strong judgment and problem-solving aptitude focused on achieving outcomes beneficial to both customers and the company.
• Attention to detail combined with robust organizational and caseload management skills.
• Capability and willingness to quickly learn new systems including collections software and customer relationship management (CRM) platforms.
• A passionate interest in finance and a commitment to supporting customers, along with aspirations for a career in financial services.

Working at Plenti

Joining Plenti means becoming part of a high-performing, diverse, customer-centric, and collaborative team. The culture promotes innovation and entrepreneurship, offering flexible working arrangements, volunteer and study leave opportunities, social events, and diversity and inclusion initiatives, fostering an engaging workplace experience.

Diversity and Inclusion

Plenti is dedicated to building a diverse and inclusive workforce, welcoming applications from people of varying backgrounds including Aboriginal and Torres Strait Islander individuals and people with disabilities. Reasonable accommodations during the recruitment process can be requested.

Additional Information

Artificial intelligence tools may be employed to assist with parts of the hiring process, such as application reviews and resume analysis; however, all final employment decisions are made by human recruiters. Applicants may inquire about data processing practices.