Referrer Support Specialist

This is a Referrer Support Specialist role with Plenti based in Adelaide, SA, AU
== Plenti ==

Role Seniority - junior

More about the Referrer Support Specialist role at Plenti

Who is Plenti?

Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 200 people based in Australia, Plenti is small enough so everyone can make a difference in their role, but we have very big ambitions as a team, as we go about building Australia's best lender.

Plenti is a founder led business that launched in 2014 and is now listed on the ASX, with annual revenue of over $200 million and a loan portfolio of over $2 billion.

Job Summary:

As a Referrer Support Specialist, you'll be on the front line supporting our broker and installer partners as they guide customers through the loan acquisition journey. You'll manage inbound calls and email enquiries from our business partners, helping them navigate our processes, resolve issues quickly, and deliver a seamless experience for their customers.

Your focus will be on building strong relationships with our referring partners, providing fast, accurate support, and representing Plenti with professionalism and empathy at every touchpoint.

Key Responsibilities:

• Provide exceptional support to brokers and installers throughout the loan acquisition journey, including application, approval, and settlement stages

• Respond to inbound phone calls and email enquiries in a timely, professional, and solution-focused manner

• Build strong, trusted relationships with referring partners by understanding their needs and proactively assisting with their enquiries

• Troubleshoot issues and navigate internal systems to find resolutions quickly, escalating where appropriate to ensure timely outcomes

• Collaborate with internal teams such as Sales, Credit, and Settlements to deliver a smooth and coordinated experience for our partners

• Maintain accurate records of interactions and ensure all communications comply with regulatory requirements and Plenti's internal policies

• Continuously build product and process knowledge to confidently support a range of partner queries and provide up-to-date information

• Contribute to a positive team culture, sharing knowledge, supporting peers, and participating in training and team initiatives

• Identify trends or recurring issues and suggest process improvements to enhance the referrer experience

Key Qualifications:

• Experience in a customer or partner support role, ideally within financial services or a fast-paced, service-driven environment

• Strong written and verbal communication skills, with the ability to explain complex processes clearly and professionally

• Confidence using CRM systems and digital tools to manage enquiries and update records (e.g. Salesforce, Zendesk – desirable but not essential)

• Proven ability to manage multiple priorities while maintaining attention to detail  

• Understanding of regulatory obligations in a customer-facing role (training provided, but awareness is a plus)

• Willingness to learn, adapt, and thrive in a dynamic and team-oriented environment

Competencies / Skills:

• Customer Service Excellence

• Team collaboration

• Data driven decision making

• Operational and queue management 

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 success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia's financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues. 

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you. 

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Plenti team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Providing exceptional support
• Responding to enquiries
• Building strong relationships

Key Strengths

• Customer Service Excellence
• Team collaboration
• Strong written and verbal communication skills
• Confidence using CRM systems
• Understanding of regulatory obligations
• Data driven decision making

Why Plenti is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Plenti not with Hatch.

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