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.

• 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.

• 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.