Senior Manager, Collections and Hardship

3 weeks ago

Adelaide, South Australia Plenti Full time
About the Role

We are seeking an experienced leader to oversee our Collections and Hardship function. As a key member of our Operations team, you will be responsible for managing the full lifecycle of collections, from early stage-delinquency through to recoveries and debt sales for both secured and unsecured products.

Key Responsibilities
  • 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 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 and 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 and 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
Compliance and 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
About 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, with a purpose to positively reshape Australia's financial ecosystem.

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.

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