Senior Broker Support Specialist

Who are we?

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 defines our entire strategy: delivering better experiences, more value and opportunity, anticipating more needs and communicating more solutions, for brokers and their customers.

What are we looking for?

The Senior Broker Support Specialist plays a pivotal role in leading the Broker Support function within the Distribution team. This role is responsible for ensuring the delivery of exceptional service to brokers and partners, maintaining compliance with accreditation and regulatory requirements, and driving continuous improvement in broker experience. As the senior member of the team, this role provides operational oversight, ensures service levels are met, and acts as a key liaison between internal stakeholders and external partners. The ideal candidate will bring a strong understanding of broker distribution, a passion for service excellence, and the ability to lead and mentor others.

Key Responsibilities:

Leadership & Accountability

• Oversee the day-to-day operations of the Broker Support team, ensuring consistent deliver of high-quality service.
• Monitor and report on team performance against service level agreements (SLAs) and key performance indicators (KPIs).
• Act as the escalation point for complex broker issues, ensuring timely and effective resolution.
• Provide coaching, mentoring, and support to Broker Support Specialists to foster professional growth and high performance.

Compliance & Accreditation Oversight

• Own the end-to-end broker accreditation process, ensuring compliance with internal policies and external regulatory requirements.
• Conduct regular audits of broker records and accreditation documentation to ensure data integrity and compliance.
• Liaise with Risk, Legal, and Compliance teams to ensure broker onboarding and ongoing engagement meet regulatory standards.

Broker Experience & Relationship Management

• Champion a broker-first mindset across all interactions and processes.
• Collaborate with the Broker Experience and Sales teams to enhance the broker journey and identify opportunities for service improvement.
• Build and maintain strong relationships with key broker groups and aggregator partners.

Systems & Data Management

• Ensure the accuracy and integrity of broker data in Salesforce and aggregator platforms.
• Lead initiatives to improve CRM usage, data quality, and reporting capabilities.
• Coordinate system updates and enhancements in collaboration with internal stakeholders.

Process Improvement & Strategic Initiatives

• Identify and implement process improvements to enhance efficiency, compliance, and broker satisfaction.
• Contribute to strategic projects and initiatives that support the growth and evolution of the Distribution function.
• Represent the Broker Support team in cross-functional meetings and working groups.

Why would you choose us?

• We are a fast-growing successful company.
• We think it's pretty 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, challenge, learning and growth
• We embrace being challenged through diversity of thoughts.
• We have a highly collaborative culture and provides an inclusive, enjoyable office experience for all staff.
• We remunerate well and reward high performance.
• We are Melbourne based and believe 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.

Why would we choose you?

You have;

• Proven experience in a broker support, customer service, or operations role within financial services, ideally in a non-bank or lending environment.
• Demonstrated leadership experience, with the ability to guide and develop team members.
• Strong understanding of broker distribution models and accreditation processes.
• Excellent communication and interpersonal skills, with a professional and solutions-orientedapproach.
• High attention to detail and strong organisational skills, with the ability to manage competinpriorities.
• Sound knowledge of compliance and regulatory requirements related to broker onboarding and engagement.
• Proficiency in CRM systems (e.g., Salesforce) and aggregator platforms.
• A proactive mindset with a continuous improvement focus.

Join Us:

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

If this resonates with you, please submit your application. Privacy and confidentiality can be assured.