ORDE is a rapidly growing non‑bank residential and commercial mortgage lending business committed to elevating Australian specialist lending standards. We provide comprehensive product solutions and deliver leading service levels, leveraging digital capabilities and deep industry experience. We are passionate 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 defines 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 a Junior Customer Assist Officer who is passionate about supporting customers through financial difficulty and proactive in managing early‑stage arrears. You will play a vital role in delivering empathetic, compliant, and effective assistance while helping customers navigate challenging circumstances.
Key Responsibilities
- Identify and manage early‑stage arrears, ensuring timely follow‑up and effective resolution.
- Respond promptly and empathetically to hardship and arrears enquiries across multiple communication channels.
- Assess customer circumstances and determine appropriate hardship solutions in line with regulatory and internal guidelines.
- Negotiate sustainable repayment arrangements with customers, including in complex or adverse situations.
- Process and document hardship applications accurately and within required timeframes.
- Monitor accounts under hardship or arrears arrangements and manage dishonoured payments with sensitivity and professionalism.
- Liaise with brokers, solicitors, and internal teams to support customers through financial difficulty and recovery.
- Issue legal and arrears‑related notices in accordance with legislation and internal procedures.
- Identify risks or concerns and elevate them appropriately to support risk mitigation.
- Ensure compliance with the Debt Collection Guidelines, NCCP Act, and internal arrears management policies.
- Assist in resolving customer complaints by providing suitable solutions within required timeframes.
- Contribute to continuous improvement initiatives to enhance hardship and arrears processes and customer outcomes.
- Demonstrate ORDE’s Flexible, Fair and Forthright approach in all customer interactions and decisions.
Why You’ll Be a Good Fit
- Empathetic communicator with strong verbal and written skills.
- Strong organisational skills, comfortable prioritising tasks and meeting deadlines.
- Thrives in a fast‑paced environment while maintaining high attention to detail and accuracy.
- Confident navigating sensitive conversations and achieving positive outcomes.
- Builds strong relationships with internal and external stakeholders.
- Understands the regulatory landscape and applies it with care and precision.
Benefits and Culture
- Quick‑growing successful company.
- Exciting team building something that makes a difference.
- Focused, disruptive, encouraging new ideas.
- Committed to people, offering a supportive career experience.
- Competitive remuneration and rewards high performance.
- Embrace diversity of thought and inclusive culture.
- High‑collaboration culture with inclusive office experience.
- Melbourne‑based; working from home policy of two days from home, three days in office.
Apply
We are dedicated to investing in our team, offering competitive remuneration benefits, and fostering a high‑quality employment culture that values the ability to deliver and contribute.