Senior Customer Resolutions Specialist

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).

ORDE also recently launched the ORDE Income Fund (the Fund), a registered retail managed investment scheme investing in Australian mortgage assets. It is unlisted, open-ended and currently offers a 12-month pooled mortgage investment product.

The Fund is intended to become a key pillar of ORDE and the leading public expression of ORDE as both a non-bank lender and Australia’s highest quality asset manager within its asset class.

The Fund has exceeded $100m in funds under management and is scaling though early-stage capital raising, with a full retail launch pending.

About The Role

We’re seeking a Senior Customer Resolutions Specialist to be responsible for the end-to-end management of customer complaints in accordance with ORDE’s dispute resolution framework and ASIC RG 271. This key role ensures that all complaints are handled efficiently, fairly, and within prescribed timeframes, and that high-quality written responses are provided to customers, including at the internal dispute resolution (IDR) stage and where escalated to Australian Financial Complaints Authority (AFCA). This role plays a critical part in protecting ORDE’s reputation, ensuring regulatory compliance, and improving customer outcomes.

Your Key Responsibilities Will Include

Complaint Handling (End-to-End)

• Manage and investigate all customer complaints received across multiple channels (e.g. email, phone, brokers, social media)
• Ensure complaints are recorded accurately in our complaints management system (Protecht)
• Assess complaints including identification of complexity
• Engage relevant business units (Credit, Settlements, Customer Assist, etc.) to gather information and resolve issues.
• Engage relevant business units (Credit, Settlements, Customer Assist, etc.) to gather information and resolve issues.

Internal Dispute Resolution

• Prepare and issue compliant IDR responses within regulatory timeframes, clearly outlining: outcome of the complaint, reasons for the decision, supporting evidence and findings and customer rights to escalate to AFCA
• Ensure all responses are tailored to the complexity of the matter and meet RG 271 expectations regarding clarity and completeness
• Monitor deadlines and ensure adherence to required timeframes.

External Dispute Resolution

• Monitor the AFCA portal to identify new complaints and progress complaints through the AFCA process
• Manage complaints escalated to AFCA including preparation of submissions, collation of supporting documentation, and liaison with internal stakeholders and AFCA case managers.
• Support ORDE in achieving favourable and efficient resolution outcomes

Stakeholder Engagement

• Work collaboratively with internal stakeholders across ORDE to investigate complaints and identify root causes
• Provide guidance to customer-facing teams on complaint handling obligations and escalation requirements
• Act as a subject matter expert on complaints and dispute resolution processes.

Reporting, Insights & Continuous Improvement

• Maintain accurate and complete complaint records in the complaints management system (Protecht)
• Identify trends, systemic issues, and emerging risks from complaint data
• Prepare regulatory reporting (e.g. ASIC IDR data submissions)
• Prepare internal management and Board reports
• Contribute to enhancements of complaint handling processes, frameworks, and controls.
• Leverage approved AI tools to improve productivity whilst ensuring strong quality checks.

Policy & Regulatory Adherence

• Ensure all complaint handling aligns with: ASIC RG 271, AFCA rules and ORDE’s internal policies and procedures
• Maintain up-to-date knowledge of regulatory developments and industry best practice

Why would we choose you?

You Have Skills And Experience In

• Demonstrated experience in complaint handling/dispute resolution within the financial services industry, ideally banking or non-banking sectors
• Strong working knowledge of RG 271 and IDR obligations
• Experience preparing formal customer correspondence (including IDR responses)
• Excellent written communication skills with the ability to articulate complex decisions clearly and appropriately
• Strong verbal communication and stakeholder management skills
• High attention to detail and ability to manage competing priorities and deadlines.

You Possess Capabilities Of

• Analytical : Ability to assess evidence, identify root causes, and form balanced, defensible decisions
• Judgement & Integrity : Makes fair, unbiased decisions aligned to regulatory and customer expectations
• Customer Focus : Demonstrates empathy and professionalism when handling sensitive customer matters
• Collaboration : Works effectively across teams to resolve issues and drive outcomes
• Resilience : Comfortable handling complex, escalated, or contentious matters

Why would you choose us?

• We are a fast-growing successful company.
• We are dedicated to investing in our team, 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.
• 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 together is important and we think working from home is too: minimum three days in the office (Mon-Tues-Thurs), two days at home.