Key Responsibilities:
Account Portfolio Management

- Manage a portfolio of overdue accounts, assessing customer circumstances and implementing appropriate strategies to resolve arrears.

Customer Support and Debt Resolution

- 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.

Process, Records & Stakeholders

- 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.

Compliance & Risk Management

- 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.





Key Qualifications:

- Experience in a fast‑paced customer service setting (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.

📌 Collections Specialist (Adelaide)
🏢 Plenti
📍 Adelaide