Collections Specialist

About the role:

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.

Key Responsibilities:

Account Portfolio Management

• Manage a portfolio of overdue accounts, assessing customer circumstances and implementing appropriate strategies to resolve arrears.

Customer Support and Debt Resolution

• 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.

Process, Records & Stakeholders

• 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.

Compliance & Risk Management

• 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.

Key Qualifications:

• 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.

• Collections experience, particularly with secured and/or unsecured arrears accounts, is highly desirable but not essential for candidates with strong transferable skills.

• 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.