Senior Customer Assist Officer

ABOUT ORDE FINANCIAL

ORDE is a nonbank lender of 200+ employees 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

The Senior Customer Assist Officer plays a key role in managing late-stage arrears, Mortgagee in Possession (MIP) matters and complex customer accounts. This role is responsible for driving clear, timely and appropriate recovery activity while ensuring customers are managed with professionalism, care and consistency. Working closely with internal stakeholders, solicitors, agents and other third parties, the role supports the execution of agreed recovery strategies, enforcement activity and shortfall management, while maintaining strong governance, accurate documentation and effective escalation of risk.

Your key responsibilities will include:

• Manage a portfolio of 91+ day arrears, MIP and complex customer accounts through structured case management and agreed recovery strategies.
• Progress late-stage accounts in line with internal frameworks, enforcement requirements, legal timelines and customer contact obligations.
• Support enforcement activity, including the preparation and coordination of information required for legal action, possession matters, property sales and shortfall recovery.
• Maintain regular, appropriate and professional engagement with customers, solicitors, agents, asset managers and internal stakeholders.
• Identify and escalate legal, reputational, operational, complaint or customer vulnerability risks in a timely manner.
• Ensure accurate and timely case notes, system updates, correspondence, file reviews and supporting documentation.
• Manage complaints relating to late-stage arrears, enforcement and MIP matters, ensuring concerns are investigated, documented, escalated where required and resolved in line with internal complaint handling requirements.
• Contribute to the review, creation and continuous improvement of procedures, controls and process documents to support consistency, accuracy and operational efficiency.
• Provide day-to-day support, coaching and guidance to Customer Assist Officers to uplift capability in late-stage arrears, enforcement processes and MIP case management.
• Assist with onboarding and speed to competency for new starters by sharing knowledge, supporting training and reinforcing consistent ways of working.

What success looks like in this role?

• You manage complex and late-stage customer accounts with confidence, care and consistency.
• You keep MIP, enforcement and recovery matters moving in a timely and appropriate way.
• You maintain high-quality notes, file reviews and documentation.
• You manage complaints professionally and ensure matters are investigated, escalated and resolved appropriately.
• You identify risks early and know when to escalate.
• You build strong working relationships with customers, solicitors, agents and internal stakeholders.
• You contribute to better recovery outcomes and overall portfolio performance.
• You support the team by sharing knowledge, coaching others and helping new starters build confidence.
• You look for opportunities to improve processes, controls and ways of working.

Why would we choose you?

• You have strong experience in late-stage mortgage collections, enforcement, MIP or complex account management.
• You can manage difficult conversations, complaints and sensitive customer circumstances with confidence, care and professionalism.
• You use sound judgement to balance customer outcomes, commercial considerations, regulatory expectations and risk.
• You are organised and detail-focused, with a strong focus on accurate case notes, file reviews, system updates and documentation.
• You build trusted relationships with customers, solicitors, agents, third parties and internal stakeholders to keep matters progressing.
• You take ownership, identify risks or process gaps early, and contribute to stronger controls and more consistent ways of working.
• You enjoy sharing knowledge and supporting others through coaching, onboarding and practical guidance.

Why would you choose us?

• We are a fast-growing successful company.
• We think it’s exciting to be part of a team which is building something which will make a difference.
• We are focused, disruptive, think outside of the box and will encourage you to try new things.
• We really care about our people and want them to have the best experience of their career.
• We guarantee fun, a challenge, learning and growth!
• We embrace being challenged through diversity of thoughts.
• We have a highly collaborative culture and provide an inclusive, enjoyable office experience for all staff.
• We are Melbourne based and think being in the office all together is important and we think working from home is too: three days in the office (Mon-Tues-Thurs), two days at home.
• We remunerate well and reward high performance.