Plenti Pty Limited | Senior Manager, Collections And Hardship
vor 3 Wochen
Who is Plenti?
Plenti is a fintech lender, providing faster, fairer loans through smart technology and outstanding customer service.
We are a dynamic and innovative business that is growing strongly.
By continuing to deliver better customer value and experience we are taking market share from incumbent players in the personal lending, renewable energy and automotive finance markets.
We are a fast moving and ambitious organisation that seeks to bring in smart and capable people who can take ownership of their role to help the business continue to grow and thrive.
With over 200 people based in Australia we are a small enough organisation that everyone can make a difference but we have very big ambitions that our passionate team are working to deliver.
Plenti is still a founder led business that began in 2014 and is now listed on the ASX with annual revenue of over $200 million and a loan book over $2 billion.
About the role
We are looking for an experienced leader to lead our Collections and Hardship function.
Reporting to the Head of Operations, this role will be based in our Adelaide Operations Hub and will be crucial in overseeing the full lifecycle of collections from early stage-delinquency through to recoveries and debt sales for both our secured and unsecured products.
In this role, you will lead and mentor a growing Collections team, fostering a high performance culture and collaborating across internal departments including legal and compliance and risk to meet our regulatory requirements and deliver fair customer outcomes.
Other responsibilities include:
Collections & Hardship Management:
Develop tailored collections strategies for different customer segments, ensuring fair and effective treatment of customers experiencing financial hardship.
Ensure all hardship cases are handled in line with regulatory requirements and company policies, while maintaining empathy and professionalism.
Leverage multiple communication channels (SMS, email, inbound/outbound calls) to engage customers, and manage collections, repossessions, and asset disposal processes where required.
Work closely with third-party collection agencies, recovery firms, and auction houses to ensure efficient, compliant recovery processes.
Regularly review and improve hardship support programs to enhance customer outcomes.
Team Leadership & Development:
Promote a culture of continuous learning by collaborating with Learning & Development to enhance team members' skills and knowledge.
Establish a strong communication framework within the team, ensuring feedback and insights are used to enhance the customer experience and operational performance.
Operations & Process Management:
Oversee the collections process across all stages—from early collections to recoveries—using a multi-channel approach.
Manage relationships with third-party vendors, including collection agencies, recovery firms, and auction houses.
Collaborate with key stakeholders on debt sales when required.
Ensure the team meets service level agreements (SLAs) and consistently achieves quality standards.
Handle escalated customer service issues, ensuring effective resolution while working closely with the Complaints team to address root causes and implement corrective measures.
Identify opportunities for process optimization and the implementation of best practices across the collections function.
Drive a culture of continuous improvement, ensuring the team adopts new technologies, methods, and systems to enhance efficiency and customer outcomes.
Compliance & Risk Management:
Ensure strict adherence to regulatory obligations, including the NCCP Act, Privacy Act, ASIC Regulatory Guides, and AML/KYC requirements.
Monitor and ensure accurate reporting and data analysis, using insights to drive improvements and operational efficiency.
What We're Looking For:
Proven experience in managing collections across the full lifecycle, ideally within both secured and unsecured lending.
Strong understanding of relevant regulatory requirements, including NCCP, ASIC, and AML/KYC.
Demonstrated leadership skills with a track record of building and enabling high performance.
Excellent relationship management skills, with experience working with external vendors and stakeholders.
Strong analytical and problem-solving abilities, with a focus on recoveries and continuous improvement.
What's life like at Plenti?
Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative.
It's a place where everyone can "make it happen" and share in the results and rewards.
If being in a dynamic industry as part of a market-leading fintech sounds like you, then come help us positively reshape Australia's financial eco-system.
Our start-up culture fosters innovation, entrepreneurship, leadership and your career progression.
We have a purpose our people believe in, and genuine values that come from deep within our business.
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