Hardship Specialist
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 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our 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, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $2.5 billion.
About the Role:
We are seeking a compassionate and detail-oriented Hardship Specialist to join our Disputes and Hardship team. In this role, you will play a critical part in supporting customers experiencing financial difficulty by assessing hardship applications, developing tailored repayment solutions, and ensuring outcomes are delivered in line with regulatory and company requirements.
Working with empathy and professionalism, you will help customers navigate challenging financial circumstances while maintaining strong compliance standards and promoting early intervention strategies.
Key Responsibilities:
Hardship Case Management
• Assess and respond to financial hardship applications, ensuring accurate review of documentation and supporting information
• Engage directly with customers to understand their financial circumstances and determine appropriate support options
• Develop and implement tailored repayment arrangements or alternative solutions to help customers restore accounts to good standing
• Maintain accurate and detailed records of customer interactions, decisions, and case outcomes
• Ensure all activities comply with relevant regulatory obligations including the NCCP Act, Privacy Act, and applicable ASIC and AML/KYC requirements
Customer Engagement & Advocacy
• Conduct inbound and outbound customer contact with empathy, professionalism, and strong negotiation principles
• Support early identification of hardship risk indicators to help prevent accounts from escalating
• Collaborate with internal stakeholders to continuously improve hardship processes and customer experience outcomes
About You:
You are a customer-focused professional who thrives in sensitive and complex conversations. You bring strong analytical thinking and sound judgement when assessing hardship applications.
You will also have:
• 2+ years’ experience in a hardship, collections, or credit management role within secured or unsecured lending
• Strong understanding of Australian hardship regulatory frameworks and collections guidelines
• Excellent communication and negotiation skills, particularly when managing sensitive customer discussions
• High attention to detail with strong documentation and record-keeping capability
• Ability to work autonomously while managing competing priorities in a fast-paced environment
• Strong problem-solving skills and a proactive, outcomes-focused mindset
If you are passionate about supporting customers through financial challenge and want to make a meaningful impact, we would love to hear from you.!
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.