Plenti

Account Manager

• Manage and grow a portfolio of renewable vendor partners, strengthening relationships and driving ongoing performance
• Take ownership of your account pipeline, ensuring consistent engagement and revenue growth across your portfolio
• Partner with the Business Development Manager to support and execute agreed account strategies
• Develop and implement initiatives to increase partner engagement, usage and long-term loyalty
• Promote Plenti’s renewable lending solutions across your existing account base
• Stay across competitor activity and broader market conditions within the renewables industry
• Act as a passionate ambassador for Plenti and our renewable lending offering

Relationship Manager

Customer Support

• Provide exceptional support to brokers and installers throughout the loan acquisition journey, including application, approval, and settlement stages
• Respond to inbound phone calls and email enquiries in a timely, professional and solution-focused manner
• Build strong, trusted relationships with referring partners by understanding their needs and proactively assisting with enquiries
• Troubleshoot issues by navigating internal systems and processes, escalating where needed to ensure timely outcomes
• Collaborate closely with internal teams including Sales, Credit and Settlements to deliver a seamless partner experience
• Maintain accurate records of all interactions, ensuring compliance with regulatory requirements and Plenti policies
• Continuously build your product and process knowledge to confidently handle a wide range of partner queries
• Contribute to a positive, collaborative team culture by sharing knowledge and supporting team initiatives
• Identify trends or recurring issues and suggest improvements to enhance the overall referrer experience

Referrer Support Specialist

Project Manager

• Own the planning, execution and delivery of complex, cross-functional initiatives including technology-enabled change, new product launches, regulatory change, and process improvement
• Define project scope, objectives, success measures and milestones in collaboration with sponsors and key stakeholders
• Proactively identify, manage and mitigate risks, issues and dependencies, escalating where appropriate
• Ensure initiatives are delivered on time, within agreed scope, and aligned to business outcomes and regulatory obligations
• Facilitate effective cross-functional collaboration through steering committees, working groups and regular delivery forums
• Communicate clearly and confidently on status, risks, trade-offs and decisions to a range of audiences, including executives, product teams and operational stakeholders
• Balance competing priorities and negotiate realistic but ambitious timelines and deliverables
• Define and embed fit-for-purpose project management practices that support speed, quality and accountability
• Introduce structure, governance and cadence into project delivery while remaining flexible to business needs
• Maintain high standards of documentation, decision logging, change control and reporting
• Contribute to continuous improvement of how Plenti scopes, delivers and measures strategic initiatives
• Act as a subject matter expert in project delivery across the business
• Partner with impacted teams to ensure operational readiness for change, including processes, training, communications and support models
• Coordinate UAT, go-live activities and early-life support for new initiatives
• Define and track benefits realisation post-implementation

Business Analyst

• Support both strategic and operational process improvement initiatives
• Focus on optimising workflows across the loan application lifecycle, including complaints and collections management, customer service, and sales enablement
• Assist in identifying and designing enhancements to existing workflows across the customer journey
• Support process optimisation initiatives for loan application flows, complaints & collections management, customer service, and sales enablement
• Contribute to the development and implementation of new processes that align with Plenti’s growth objectives
• Support strategic initiatives focused on improving operational efficiency and customer experience
• Work alongside operational, product, sales, and technology managers to gather requirements and insights
• Participate in workshops and discovery sessions to ensure that process improvements reflect business priorities and feasibility
• Assist in identifying and resolving operational issues and bottlenecks, ensuring minimal disruption
• Monitor process performance and collect stakeholder feedback to support ongoing improvements
• Collaborate with product and engineering teams to integrate operational needs into new product developments
• Utilise automation tools and platforms such as Zoho, Zapier, n8n, Amazon Connect, Databricks, Notion, and Google Suite to streamline workflows

Customer Success Manager

• Proactively engage potential borrowers via phone, email, SMS, and live chat to complete applications and secure loan drawdowns
• Guide customers through every stage of the lending journey, clearly explaining products, handling objections, and removing barriers to approval
• Re-engage stalled or abandoned applications using creative and strategic outreach
• Consistently meet and exceed individual targets across application completion, conversion rates, and loan volumes (personal and auto loans)
• Deliver personalized, responsible lending experiences that balance customer needs with commercial outcomes
• Maintain accurate CRM records, capture customer insights, and escalate complex cases when required
• Collaborate with the wider team to share best practices, adapt to change, and continuously improve performance

Customer Success Representative

Collections

• Lead, coach, and support a team of Collections Specialists to deliver consistent, high-quality outcomes
• Manage daily workflows, scheduling, task allocation, and queue management
• Monitor team and individual performance, conduct regular one-on-ones, and address performance challenges
• Ensure accurate documentation, payment arrangements, and effective recovery actions
• Act as the main escalation point for complex or sensitive accounts
• Provide guidance on case strategies, hardship management, and referrals to external recovery partners
• Collaborate with Legal and Compliance teams on high-risk or complex matters
• Identify opportunities to improve collections processes, efficiency, and customer outcomes
• Support system enhancement and automation initiatives
• Ensure compliance with NCCP, Privacy, AML/KYC, and ASIC regulations
• Build team capability through ongoing training and regulatory awareness
• Conduct quality assurance checks and support remediation activities
• Collaborate with Hardship, Credit, Customer Support, Legal, and external partners

Team Leader – Collections

• inspire, coach, and lead a high-performing support team in a fast-paced environment
• manage daily operations, monitor performance, handle escalations
• shape the culture and growth of the team
• work closely with other departments to enhance overall customer journey
• ensure our service consistently exceeds expectations
• oversee daily support operations, ensuring efficient queue management and consistent SLA delivery
• allocate resources effectively to balance workloads and maintain service levels
• act as the primary escalation point for complex customer issues
• analyse customer feedback and complaints to identify trends and implement process improvements
• monitor and analyse team performance, customer satisfaction, and operational trends
• produce regular reports for senior management with actionable insights and recommendations
• identify training needs and process gaps based on QA results and customer feedback