AUS Vacancy (DOP)

Is 2024 your year for a fresh challenge at ING, Australia’s most recommended bank?

Our dynamic Consumer Operations team is growing, and are currently looking for a Customer Solutions Officer to join our team. 

You’ll be responsible for accounts in arrears in our Customer Solutions team. Working in a fast-paced environment; you’ll be the frontend customer liaison for mortgage, personal loans and credit card arrears matters; both for outbound and inbound repayment queries.

In addition, you’ll be the key point person in having difficult conversations around financial support and advanced collections and arrears matters, whilst maintaining a customer-friendly approach in line with our ING values.

This role can be based in either Wyong or Sydney.

What you’ll do

• Receive inbound and making outbound calls to customers, third parties and third party suppliers to discuss arrears matters.
• Use your negotiation skills and empathy to attain customer and commercial outcomes.
• Assess, review, recommend and undertake recovery action where appropriate; with both the Customer and ING best interests in mind.
• Speak to early stage arrears customers for collection purposes, and negotiate payment arrangements; for Mortgages, Personal Loans and Credit Cards as well as overdrawn personal accounts.
• Provide information and support to customers experiencing financial hardship.
• Collect applicable fees and default interest charges.

What you’ll bring

• Previous experience working in a busy and fast paced contact centre environment. 
• Strong verbal and written communication, alongside proven negotiation skills.
• Prior experience handling conflicts and escalations.
• The ability to work under pressure, and effectively juggle multiple tasks and priorities.
• A passion for learning and taking on new challenges.
• Prior Collections, Credit and Mortgages experience is desirable but not essential.
• An understanding of litigation and legislatives processes in Collections is desirable but not essential. 

What’s in it for you?

• Annual rest day – an extra day of leave!
• Annual impact day – volunteer to have an impact on the community.
• Encouraged work/life balance, with a flexible combination of work from home and work in office.
• Employee Wellbeing Program so that you can be your “Best You.”
• Parental Leave of up to 20 weeks paid leave to eligible employees.
• Discounted ING Home Loans and Health Insurance.
• Drop everything and learn with over 16,000 professional and personal development courses to choose from.

Applications will close on Wednesday, 27th of March – don’t miss out and apply today!

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 
 
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 
 
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 
 
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  
 
Sound like the kind of place you’d feel at home? We’d love to hear from you. 
 
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more? 
Contact Sabrina Huynh, *************@ing.com