Collections and Hardship Leadership Opportunity

6 days ago

Adelaide, South Australia Plenti Full time
About the Role

We are seeking an experienced professional to lead our Collections and Hardship function, overseeing 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, 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.
About Us

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 over 200 people based in Australia, we offer a small enough organisation where everyone can make a difference, but we have big ambitions that our passionate team is working to deliver.

We are 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. Working at Plenti means joining a high-performing, diverse, customer-focused, and collaborative team where everyone can make it happen and share in the results and rewards.

What We're Looking For:
  • A proven track record of managing collections across the full lifecycle, ideally within both secured and unsecured lending.
  • A 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 teams.
  • 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.

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