Role: Recoveries & Customer Care Specialist
Location: Toorak, Melbourne
Work arrangement: Full-time, office-based
Compensation: AUD $60,000 - $70,000 + Superannuation

You’ll join a fast-growing international fintech providing flexible funding solutions to support SME growth. Originally launched in Australia, the business now operates across APAC and Europe and has funded more than $5B in loans.

What You'll Do

- You'll manage customer enquiries across phone, email, and other channels, taking ownership through to resolution rather than passing issues on unfinished.
- You'll investigate customer issues, apply judgement, and communicate clear next steps and outcomes.
- You'll handle inbound and outbound contact on overdue accounts, including respectful but direct repayment conversations.
- You'll set payment arrangements, assess customer circumstances, and identify practical solutions, including hardship support where appropriate.
- You'll keep records accurate and up to date, documenting interactions, commitments, follow-up actions, and handovers clearly.
- You'll work within policy and compliance requirements while meeting service standards, deadlines, and contributing to process improvement.

Who We're Looking For

You’ll likely be someone who can balance customer care with recoveries work and stay effective when conversations are sensitive or time-sensitive.

Must-Haves:

- Experience handling customer enquiries and overdue accounts across phone and email, with the ability to see matters through to resolution
- Strong negotiation, problem-solving, and judgement when setting payment arrangements and working through customer issues
- Confidence assessing customer circumstances, including hardship situations, and applying policy in a fair and practical way
- Strong written communication, administration, and record-keeping skills,



with consistent follow-through on actions and handovers
- Solid Microsoft Excel and Microsoft Word skills

Nice-To-Haves:

- Experience in financial services, lending, credit, collections, complaints, or hardship
- Background in another regulated service environment where policy, documentation, and service standards matter
- Experience in a fast-paced, phone-heavy team with steady inbound and outbound contact
- Experience working to service levels, deadlines, or operational targets
- An early-to-mid career specialist profile: comfortable working independently on cases and knowing when to escalate

About The Company

A fast-growing international fintech company providing versatile funding solutions to support SME growth.

Originally launched in Australia, the business has expanded across APAC and Europe, building a high-performing, people-first team. The company has funded over $5B in loans and continues to scale rapidly, with strong recognition for its culture, diversity, and customer experience.

This company has been recognized as Australia's #1 Best Workplace™ in Finance and Insurance for 2026, awarded by Great Place To Work

How To Apply

Ploomo is supporting this process as the exclusive talent partner and is running a structured selection process on behalf of the company.

After applying, you will receive an email from Ploomo with further instructions, including a short online assessment designed to help us understand your thinking style and mindset. It takes around 15–20 minutes to complete. There are no right or wrong answers - the focus is on alignment.

To be considered for shortlisting, you will need to complete the assessment.

Please keep an eye on your inbox, including your spam or junk folder, and mark emails from ••••@ploomo.io` as safe so you do not miss any communication.

If you have any issues receiving the email or completing the assessment, please contact ••••@ploomo.io

📌 Recoveries & Customer Care Specialist (Melbourne)
🏢 Ploomo
📍 Melbourne