About the Role
We're looking for two External Dispute Resolution Case Managers with hands-on experience investigating and resolving transaction disputes and scam-related matters, together with strong end-to-end complaint management experience. Joining our Customer Excellence team, you'll manage complex customer complaints referred through external bodies such as AFCA.
At ING, we believe banking should make life simpler, not more complicated. Our purpose is to empower people to stay a step ahead in life and business, and that starts with delivering exceptional experiences when customers need us most.
In this role, you'll manage some of ING's most complex and sensitive customer matters, including complaints relating to scams and disputed transactions. You'll investigate issues, analyse evidence, navigate evolving regulatory requirements and work closely with stakeholders to deliver fair and balanced outcomes for our customers and the business.
This role sits within our Customer Excellence team, a specialist team known for its expertise in dispute resolution, regulatory obligations and customer advocacy. Working across a broad range of complaints, you'll help identify root causes, influence business improvements and ensure customers receive fair and timely resolutions.
These are permanent roles that can be based in either Sydney or Wyong.
What you'll do
•Manage a portfolio of AFCA and External Dispute Resolution complaints from initial investigation through to resolution, meeting required timeframes and keeping customers informed.
•Investigate and resolve complex complaints relating to scams, disputed transactions and other customer matters.
•Review customer files, transaction information, business processes and supporting evidence to determine fair and balanced outcomes.
•Prepare detailed written submissions, recommendations and complaint responses for customers, AFCA and internal stakeholders.
•Support customers experiencing vulnerability with empathy, care and professionalism.
•Identify complaint trends, systemic issues and operational risks, providing insights that improve customer outcomes and business processes.
What we're looking for
•Experience investigating and resolving transaction disputes and scam-related matters within banking or financial services.
•Experience in end-to-end management of complex complaints, disputes and investigations within banking and financial services.
•Strong written communication skills with experience preparing detailed complaint responses, submissions or investigation outcomes.
•Experience working with AFCA or other EDR scheme complaints will be highly regarded, together with knowledge of RG271 or regulatory complaint frameworks.
•Strong analytical, problem-solving and decision-making skills, with the ability to assess complex information and make evidence-based decisions.
•Excellent stakeholder management and negotiation skills, with the confidence to navigate challenging conversations and achieve positive outcomes.
What's in it for you?
•Discounted ING Health Insurance
•An additional Rest Day to support your wellbeing
•An IMPACT day to volunteer on approved sustainability activity
