Hardship Officer

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 outcomes for mortgage brokers. Our purpose "Built for Brokers" defines our strategy—delivering better experiences, more value, and more solutions for brokers and their customers.

What are we looking for?

We are looking for a Customer Assist Officer - Hardship & Early Arrears 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:

• Respond promptly and empathetically to hardship and arrears enquiries across multiple communication channels.
• Identify and manage accounts in early arrears, ensuring timely follow-up and resolution.
• Assess customer circumstances and determine appropriate hardship solutions in line with regulatory guidelines.
• Collaborate with customers to negotiate sustainable repayment arrangements, even in complex or adverse situations.
• Ensure all hardship applications are documented, assessed, and actioned within required timeframes.
• Liaise with brokers, solicitors, and internal teams to support customers through financial recovery.
• Monitor accounts under hardship or arrears arrangements and follow up on dishonoured payments with sensitivity and professionalism.
• Issue legal notices accurately and in accordance with legislation and internal procedures.
• Identify and escalate risks or concerns, contributing to risk mitigation strategies.
• Maintain strict compliance with the Debt Collection Guidelines and National Consumer Credit Protection Act.
• Contribute to continuous improvement of hardship and arrears processes to enhance customer outcomes.
• Demonstrate ORDE's Flexible, Fair and Forthright approach in every customer interaction.

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.

Why would we choose you?

• You are an empathetic communicator with strong verbal and written skills.
• You have 1+ years' experience in hardship or collections within mortgage lending.
• You have a strong working knowledge of NCCP hardship timeframes and the Debt Collection Guidelines (DCG), and apply them confidently in your day-to-day decision-making.
• 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.

Only candidates with prior experience in mortgage collections and hardship management will be considered for this role.

Join Us:

We invest in our people and offer competitive remuneration benefits. If you are passionate about helping customers through financial challenges and want to grow your career in a supportive, high-performance team, we would love to hear from you.