External Dispute Resolution Case Manager

About the Role

ING is dedicated to simplifying banking and empowering individuals and businesses with outstanding experiences when it matters most. We are seeking two External Dispute Resolution Case Managers to join our Customer Excellence team. These positions will be responsible for managing complex customer complaints, disputes, and scam-related issues that arise from external bodies such as AFCA.

In this role, you will handle some of the most sensitive and challenging customer issues at ING, including disputes involving scams and transaction discrepancies. Your responsibilities will include conducting thorough investigations, analyzing evidence, adhering to changing regulatory standards, and collaborating with stakeholders to ensure equitable outcomes for both customers and the business.

This role resides within the Customer Excellence team, renowned for its expertise in dispute resolution, regulatory compliance, and customer advocacy. You will work across a diverse spectrum of complaints, help identify underlying causes, influence improvements in business processes, and ensure timely and fair resolutions for customers. These are permanent roles based in Sydney or Wyong.

Key Responsibilities

• Manage complaint cases from AFCA and other External Dispute Resolution bodies from initial investigation to final resolution.
• Investigate intricate complaints involving scams, disputed transactions, and other customer concerns.
• Examine customer documents, transaction details, operational workflows, and supporting data to establish fair and balanced conclusions.
• Draft comprehensive written submissions, recommendations, and responses for customers, AFCA, and internal parties.
• Provide empathetic and professional support to customers facing vulnerability.
• Detect complaint patterns, systemic issues, and operational risks, delivering actionable insights to enhance customer satisfaction and business processes.

Candidate Requirements

• Proven experience in handling complex complaints, disputes, and investigative cases within banking and financial services.
• Preferred experience in handling scams, fraud, and transaction dispute cases.
• Exceptional written communication skills with a history of preparing detailed complaint responses, investigative reports, and submissions.
• Familiarity with dealing with AFCA, External Dispute Resolution schemes, RG271, or similar regulatory complaint frameworks is highly advantageous.
• Strong analytical capabilities along with sound problem-solving and decision-making skills for evaluating complex information and arriving at evidence-based decisions.
• Effective stakeholder engagement and negotiation skills, with confidence in managing difficult conversations to achieve positive resolutions.

Benefits

• Access to discounted ING Health Insurance.
• Additional rest day allocated to support wellbeing.
• Opportunity to participate in an IMPACT day volunteering for approved sustainability initiatives.

About ING

ING focuses on making banking simpler and more rewarding for customers, employees, and the communities served. It fosters an inclusive, supportive, and enjoyable workplace culture that encourages individuality and growth. Recognized as a WGEA Employer of Choice for Gender Equality and a Family Inclusive workplace, ING values diversity and inclusion. Hiring decisions prioritize skills, capabilities, and alignment with company values rather than rigid checklists. Adjustments and support during recruitment are available upon request to promote equity.

Additional Information

These are permanent roles located in Sydney or Wyong. ING operates a direct talent sourcing approach and does not accept agency submissions. For application support related to diversity, equity, and inclusion, candidates may contact the recruitment team via provided email. Applications close on Thursday, 8th October.