Senior Quality Officer, Fraud & Disputes - 13 Month Secondment

We have an exciting opportunity for a Senior Quality Officer Fraud & Disputes to join our dynamic and highprofile Transaction Investigations & Recoveries team. This team will be a part of Payment Services and work alongside onshore and offshore teams in accordance with our internal policies whilst focusing on uplifting the wider operations to better identify risks.

As a key member of this team youll be responsible for executing and maintaining the integrity of the Quality Control Framework. Youll ensure objectives/KPIs are met in terms of both productivity and quality making sure adequate controls are maintained across the team in the deliverable of the Book of Work (BOW) and Quality functions across transaction investigations and recoveries. In addition youll act as a Subject Matter Expert (SME) for Officers completing cases across Fraud and Customer Disputes.

This is a 13month secondment based in Sydney.

What youll do

• Execution and ongoing Quality Control & Assurance checking as per Local and Code obligation.
• Conduct ongoing quality coaching across the team based on reported results.
• Manage enquiries and escalations within defined policy processes and procedures in relation to card transactions and payments raised by Officers.
• Support QC enhancements and implementation of controls across CDD and HUBs.
• Identify risk exposure through incomplete actioning of cases where Code obligations have not been met.
• Provide ongoing team support across Payment Services to ensure alignment to KCTs and ongoing Audits.

What were looking for

• A strong understanding of payment services cards operations and fraud/scam disputes.
• Previous experience in quality control is desirable but not essential.
• Solid knowledge of the change management process and risk mitigation.
• Excellent written and verbal communication skills and the ability to work effectively in a team.
• The ability to challenge the status quo and proactively identify problems and solutions.
• An autonomous individual with excellent time management and organisational skills.

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 youre joining a team where individuality isnt just accepted its encouraged. Weve built a culture thats fun friendly and supportive its 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. Were here to help you get ahead. And with our global network theres plenty of scope to take your career in new directions perhaps even ones youve 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 youd feel at home Wed love to hear from you.

(One last thing ING operates a direct talent sourcing model. So no agency introductions please.)

Need more
Contact Brooke Niass

Applications close Wednesday the 14th of May.

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

Still in two minds

At ING we know that diversity drives innovation. Research reveals that 60% of women and underrepresented groups may pause at this stage even after starting their application. Dont miss out on the opportunity to bring your unique perspective to our team submit your application today!

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