Collections Specialist

The Collections Specialist plays a key role in supporting Plenti customers who have fallen behind on secured or unsecured loan repayments, managing a portfolio across early to late-stage arrears. The role blends customer engagement, negotiation and problem-solving to help customers resolve arrears and return to good standing, while keeping our collections approach professional, effective and compliant. This role suits someone who thrives in a fast-paced, customer-facing environment and brings genuine care, resilience and sound judgement to every conversation. Whether your background is in collections or another high-volume customer service setting, you’ll build specialist financial services experience while making a real difference to customers navigating a difficult time.

Responsibilities

Manage a portfolio of overdue accounts, assessing customer circumstances and implementing appropriate strategies to resolve arrears; Respond to enquiries and proactively contact customers in arrears; Negotiate structured payment arrangements, assess debt agreement proposals and support hardship requests; Initiate and manage skip tracing, bankruptcy actions and external referrals where required; Maintain accurate records of interactions, payment plans and recovery actions; Help improve and document collections processes and workflows; Liaise with internal teams (Credit, Legal, Customer Support) and external collection partners/legal providers to ensure consistent treatment of accounts; Ensure all activities comply with the NCCP Act, Privacy Act, AML/KYC obligations and ASIC regulatory guides; Participate in ongoing training and support remediation and quality initiatives.

Requirements

Experience in a fast-paced customer service environment (e.g. contact centre, retail, hospitality or financial services) with a track record of managing competing priorities; Confident, empathetic communicator, comfortable with direct and difficult conversations; Sound judgement and problem-solving ability, with a genuine interest in finding the right outcome for both the customer and business; Strong attention to detail, organisation and caseload management; Comfortable learning and using new systems (such as collections platforms and CRM tools); Genuine passion for finance and supporting customers, with interest in a career in financial services.

Nice to have

Collections experience, particularly with secured and/or unsecured arrears accounts

Benefits

Flexible working; Volunteer and study leave; Monthly social events; Office snacks; Company Townhalls; D&I initiatives and events; Culture of innovation and entrepreneurship