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 200 people based in Australia, Plenti is small enough so everyone can make a difference in their role, but we have 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 and is now listed on the ASX, with annual revenue of over $200 million and a loan portfolio of over $2 billion.

Role Summary

The Hardship Specialist is responsible for assessing and managing hardship applications with empathy, professionalism, and compliance with regulatory requirements. This role plays a key part in supporting customers facing financial challenges by identifying tailored solutions that help them regain financial stability while ensuring adherence to company policies and industry regulations. The Financial Hardship Officer collaborates with internal and external stakeholders to provide fair, effective, and compliant hardship resolutions.

Key Responsibilities

Hardship Case Management

• Receive, assess, and respond to financial hardship applications, ensuring all necessary documentation is reviewed and decisions are well-documented
• Engage directly with customers experiencing financial difficulty to understand their circumstances and provide appropriate solutions
• Identify and implement tailored repayment arrangements or alternative solutions to help customers restore their loans to good standing
• Maintain accurate and up-to-date records of hardship applications, decisions, and customer interactions
• Ensure strict adherence to all regulatory obligations, including the NCCP Act, Privacy Act, ASIC Regulatory Guides, and AML/KYC requirements
  
  
  

Customer Engagement & Advocacy

• Conduct inbound and outbound calls to proactively support customers in financial difficulty, ensuring each interaction is handled with empathy and professionalism
• Work collaboratively with internal teams to refine hardship processes and improve customer experience
• Encourage early engagement with customers to identify hardship risks before accounts become unmanageable
  
  
  

Key Qualifications

• 2+ years’ experience in a financial hardship or collections role within secured or unsecured lending
• In-depth knowledge of hardship regulations, including NCCP Act, ASIC/ACCC collections guidelines, and the Privacy Act
• Strong communication and negotiation skills, with the ability to manage complex and sensitive conversations professionally
• Proven ability to meet performance targets and deadlines in a fast-paced, evolving environment
• Highly organised with strong attention to detail and time management skills
• Ability to work autonomously, think critically, and adapt to evolving hardship policies and processes
  
  
  

Key Competencies

• Customer-centric approach
• Regulatory knowledge and compliance
• Communication and negotiation
• Attention to detail and documentation
  
  
  

Reporting Relationships

• This position reports to the Senior Manager, Disputes and Hardship
  
  
  

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.