Customer Solutions Officer - 6 Month Secondment

Its an exciting time to expand your career with ING and were on the hunt for a Customer Solutions Officer to join our dynamic and supportive team on a 6-month secondment.

Our Customer Solutions Team is responsible for managing overdue overlimit or overdrawn accounts for INGs suite of credit retail products (residential mortgages priority commercial mortgages personal loans credit cards and orange everyday accounts). Our team actions all outbound calling activity for accounts that are one day past due or over the limit to write off excluding accounts that enter the Mortgagee in Possession (MIP) process.

Youll provide exceptional service and sustainable solutions to our customers whose accounts are in arrears over the limit overdrawn or those facing financial hardship within the service level agreement.

Additionally youll be guided by our internal policy and procedures and adhere to regulatory requirements including NCCP and collections guidelines. Finally youll be honest prudent and responsible which will be essential in delivering excellent customer service.

This role can be based in Sydney or Wyong.

Are you ready to make an impact

What youll do

• Conduct outbound calls (manually or via dialler campaigns) on overdue over limit or overdrawn accounts and arranging with customers to clear the arrears over limit or over drawn amount on the account via promises to pay or payment arrangements.
• Identify hardship triggers and refer customers experiencing financial difficulty to the financial support team.
• Initiate legal action where the account meets the requirements under the relevant policies and procedures.
• Provide administration and account remediation support where a business need arises.

What were looking for

• Previous experience working in a busy and fast paced phone-based environment within banking or financial services.
• Prior Collections Credit and Mortgages experience will be highly regarded.
• Strong verbal and written communication alongside proven negotiation skills.
• Previous experience handling challenging and/or vulnerable customers with the ability to handle conversations with sensitivity and empathy.
• The ability to work under pressure and effectively juggle multiple tasks and priorities.

About Us

At ING were all about making life simpler and more rewarding - for the people who bank with us the team members who work with us and the communities were proud to support. Joining ING means stepping into an environment where your individuality isnt just welcomed - its celebrated. Weve built a culture thats fun inclusive and supportive giving you the freedom to be yourself so you can do your thing.

Whether youre taking ownership of exciting projects thinking outside the box or working with global colleagues youll find ING is the kind of place where growth isnt just a possibility; its a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace youll feel the difference in how we value and champion our people.

We make hiring decisions based on your skills capabilities and how you align with our values - not on ticking every box. So if youre interested but dont meet all the criteria we encourage you to apply. And because we want you to shine let us know if you need any adjustments to the recruitment process by emailing the recruiter below.

Were invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Sound like your kind of vibe We cant wait to hear from you!

(One last note: We operate using a direct talent sourcing model so no agency introductions please.)

Need more
Contact Sabrina Huynh

Applications close Tuesday the 1st of July.

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 celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage even after starting their application. Dont miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what were all about.

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