Job Description

About ORDE Financial

ORDE is a nonbank lender built exclusively for brokers, combining human and credit expertise with innovative technology to help brokers build stronger futures for their clients. We reflect the reality of today’s borrowers, from SMEs with complex needs to near prime clients seeking clearer paths forward. 

Since 2020, ORDE has funded more than $10b in loans and supported over 16,000 borrowers – all through brokers. We offer Residential, Commercial, SMSF and Construction loans and other specialised solutions, with fast decisions, deep credit insight and a streamlined digital experience.

We are passionate (and a bit obsessed…) about being disruptive and pushing hard to improve the experience and results for mortgage brokers. Our purpose “Built for Brokers” is clear and simple and define our entire strategy (delivering better experiences, more value and opportunity, anticipating more needs and communicating more solutions, for brokers and their customers).

About the role

We are looking for an experienced Customer Assist Officer with strong capability across Hardship, Mortgages, and Legal Action.

This role is suited to someone who is known for doing work that is hard, but right — for the customer and the business. This means making balanced decisions in complex situations, having difficult conversations when required, and advocating for fair customer outcomes while still protecting the long-term interests of the business. You are comfortable with nuance, not shortcuts, and you stand by your decisions.

Your key responsibilities will include:

• Managing complex
  customer cases across hardship, legal action, complaints and MIP with empathy,
  clarity, and professionalism.
• Assessing customer
  circumstances and identifying appropriate, assistance options.
• Balancing customer
  advocacy with ORDE’s commercial and risk obligations.
• Communicating clearly
  and confidently with customers, brokers, legal representatives, and internal
  stakeholders.
• Handling difficult
  conversations and complaints with composure and sound judgement.
• Contributing to the
  development, documentation, and improvement of scalable processes and
  frameworks.
• Identifying risks,
  trends, and improvement opportunities through monitoring outcomes and reporting.
• Ensuring all actions align with regulatory
  requirements and ORDE’s flexible, fair, and forthright approach.

Why would we choose you?

• You handle difficult conversations and complex customer
  matters with confidence and care.
• You bring 3+ years’ experience in late stage mortgage
  collections, balancing customer outcomes and business needs.
• You apply sound judgement, even in grey areas, without
  relying on scripts or shortcuts.
• You have a practical understanding of privacy obligations,
  the NCCP Act, and the Debt Collection Guidelines.
• You take ownership, contribute beyond your role, and help
  reduce risk and improve processes.
• You are motivated by challenge and doing work that has real
  impact.

Why would you choose us?

• Be part of a fast-growing, purpose-driven company.
• Join a team that’s building something meaningful and
  impactful.
• Work in a culture that encourages innovation, learning, and
  growth.
• Enjoy a hybrid work model: 3 days in the office
  (Mon–Tues–Thurs), 2 days from home.
• Thrive in a collaborative, inclusive, and fun environment.
• Receive competitive remuneration and recognition for high
  performance.

Join us

We are dedicated to investing in our team,
offering competitive remuneration benefits, and fostering a high-quality
employment culture that values your ability to deliver and contribute.

Our team members are driven by the pursuit of
a challenging and successful career in an outstanding business with a
passionate, high-performance team culture.

If
this resonates with you, please submit your CV to lwoo@orde.com.au. Privacy
and confidentiality can be assured.