Internal Dispute Resolution Specialist

We have 2 opportunities available for those looking to take the next step in their career with 1 permanent role and a 12 month secondment as an Internal Dispute Resolution Specialist. These roles sit within our Customer Excellence Team and are responsible for managing customer complaints escalated within the business.In these roles you’ll conduct detailed investigations, make informed recommendations and deal with third parties to come to an acceptable resolution, with a focus on turning a potentially poor experience into a great one. You’ll need to balance the needs of often challenging and frustrated customers with business objectives, whilst adapting to a constantly changing environment.Additionally, you’ll be identifying potential systemic issues, providing detailed feedback and working with the relevant business areas to identify training and process improvement opportunities.What you’ll doInvestigating and resolving customer complaints.Speaking with and preparing written responses to customers.Identifying complaint trends, making suggestions for remedial action and initiating process improvements to prevent future occurrences.Updating internal and external stakeholders with complaints/issues status.Providing training support to front-line service teams on effective procedures for managing and resolving customer complaints.Keeping and maintaining accurate recordsWhat we’re looking forDemonstrated experience in complaint handling and investigation, with a focus on efficiencyExcellent written communication skillsGreat interpersonal skills, including the ability to build positive working relationships with both internal and external stakeholdersEffective time management skills to prioritise and manage workloadsGood judgement and sound problem solving skills to deal with complex issues requiring investigation, objectivity, sensitivity and discretionA positive attitude and the ability to take on feedback for improvementHigh level of self awareness and immense resilienceAbout UsAt 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.Need more?
Contact Julie Santos at Julie.santos@ing.com. Internal applications close 10 Apr.Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager