Business Analyst (Loan Servicing & Operations)

ORDE Financial Pty; Melbourne; Hybrid; AUD 100,000 - 150,000; Full time

Job summary

ORDE Financial Pty is seeking a skilled Business Analyst to bridge business needs and technical delivery in a product-led environment. You will translate post-settlement and loan management requirements into actionable user stories, map AS-IS TO-BE servicing workflows, and support automation and regulatory compliance.

Based in Melbourne, you will collaborate with Product Owners, stakeholders and engineering to optimise end-to-end servicing processes and ensure a high-quality customer lifecycle

Qualifications

• Servicing domain experience in Australian financial services, focusing on loan servicing or lending operations.
• Deep knowledge of the post-settlement mortgage lifecycle, including payment reconciliations and arrears management.
• Proficiency with BPMN, use case development, gap analysis and tooling like Jira/Confluence.
• Experience delivering in Agile environments and supporting product teams.
• Analytical mindset with ability to navigate ambiguous requirements and data flows.

Responsibilities

• Elicit, analyse and validate requirements from servicing stakeholders.
• Write detailed user stories with acceptance criteria for the development team.
• Model AS-IS and TO-BE servicing workflows and identify improvement opportunities.
• Produce functional specs, data mappings and integration docs for LMS.
• Manage stakeholders across collections, customer service, risk and finance.
• Coordinate and support UAT to ensure delivery meets business intent and compliance.

Skills

Servicing domain knowledge

Mortgage lifecycle

Analytical thinking

Agile delivery

Communication skills

Stakeholder management

Tools

Jira

Confluence

Lucidchart

Visio

Job description

About Orde Financial

ORDE is a rapidly growing non-bank 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

In this role, you will bridge the gap between business needs and technical delivery within our product-led operating model. Working closely with Product Owners, you will help drive continuous discovery, manage requirements and translate complex post-settlement and loan management needs into actionable user stories. You will be instrumental in analysing and optimising end-to-end servicing processes to enhance operational efficiency, compliance and the overall customer lifecycle experience.

Your Key Responsibilities Will Include

• Requirements Elicitation & Analysis: Facilitate discovery workshops, interviews and observations with servicing stakeholders to gather, structure and critically evaluate functional and non-functional requirements.
• Product Delivery & Backlog Management: Partner with Product Owners to write detailed user stories, define robust acceptance criteria, and ensure the development team has a well-groomed, execution-ready backlog.
• Process Modelling & Optimisation: Map current-state (AS-IS) and future-state (TO-BE) servicing workflows-spanning payment processing, account management, delinquency, hardship programs, and collections-identifying opportunities for efficiency, automation and continuous improvement.
• Technical Translation & Documentation: Act as the essential bridge between business subject matter experts and engineering teams. Produce high-quality functional specifications, data mapping, business rules logic and integration documentation for Loan Management Systems (LMS).
• Stakeholder Management & Alignment: Build strong relationships across collections, customer service, risk, finance and technical teams. Manage scope expectations, resolve conflicting requirements, and ensure strategic alignment on delivered solutions.
• Solution Evaluation & UAT: Coordinate and support User Acceptance Testing (UAT) with business SMEs. Validate that delivered features meet the original business intent, usability standards and regulatory compliance requirements (such as hardship and collections obligations) expected in the lending sector.

Why would we choose you?

Required Experience & Skills

• Servicing Domain Expertise: Proven experience as a Business Analyst within the Australian financial services sector, specifically focused on loan servicing, portfolio management, or lending operations.
• Subject Matter Knowledge: Deep understanding of the post-settlement mortgage lifecycle, including payment reconciliations, arrears management, collections workflows, credit-reporting data flows and loan management systems.
• Core BA Toolkit: Proficiency in industry-standard business analysis techniques (e.g., BPMN for process modelling, use case development, gap analysis) and tooling (e.g., Jira, Confluence, Lucidchart/Visio).
• Agile Delivery: Strong background working in Agile environments and a product-centric operating model with a proven track record of supporting Product teams in translating strategy into delivery.
• Analytical & Technical Acumen: Highly analytical with the ability to navigate ambiguous requirements, simplify complex financial processes, and understand system data structures (understanding of APIs, data flow diagrams and data querying is highly regarded).

Core Competencies

• Communication & Facilitation: Exceptional verbal and written communication skills with the ability to tailor technical concepts for non-technical audiences and vice versa.
• Critical Thinking & Problem Solving: Proactive in identifying potential roadblocks, root causes of operational pain points and evaluating alternative solutions for exception handling and manual workarounds.
• Detail Orientation: Precision in documenting compliance-heavy servicing rules, fee calculation logic and exact edge cases for development teams.
• Adaptability: Highly adaptable and comfortable navigating complex, fast-paced corporate environments with multiple competing priorities.

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.

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.