Junior Customer Assist Officer (Hardship & Early Arrears)

ABOUT ORDE FINANCIAL

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 (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 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.

Your key responsibilities willinclude:

• Identify and manage earlystage arrears ensuringtimely followup and effectiveresolution.
• Respond promptly andempathetically to hardship and arrears enquiries across multiple communicationchannels.
• Assess customer circumstancesand determine appropriate hardship solutions in line with regulatory andinternal guidelines.
• Negotiate sustainablerepayment arrangements with customers including in complex or adversesituations.
• Process and document hardshipapplications accurately and within required timeframes.
• Monitor accounts underhardship or arrears arrangements and manage dishonoured payments withsensitivity and professionalism.
• Liaise with brokerssolicitors and internal teams to support customers through financialdifficulty and recovery.
• Issue legal and arrearsrelated notices in accordancewith legislation and internal procedures.
• Identify risks or concernsand escalate them appropriately to support risk mitigation.
• Ensure compliance with theDebt Collection Guidelines NCCP Act and internal arrears management policies.
• Assist in resolving customercomplaints by providing suitable solutions within required timeframes.
• Contribute to continuousimprovement initiatives to enhance hardship and arrears processes and customeroutcomes.
• Demonstrate ORDEs FlexibleFair and Forthright approach in all customer interactions and decisions.

Why would we choose you

• You are an empathetic communicator with strong verbal and written skills.
• You have strong organisational skills and are comfortable with prioritising tasks and meeting deadlines.
• You thrive in a fast-paced environment while maintaining a high level of attention to detail and accuracy.
• You are confident in navigating sensitive conversations and achieving positive outcomes.
• You are organised detail-oriented and thrive in a fast-paced environment.
• You build strong relationships with internal and external stakeholders.
• You understand the regulatory landscape and apply it with care and precision.

Why would you choose us

• We are a fast-growing successful company.
• We think its 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.

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 Privacy and confidentiality can be assured.