Financial Support Specialist

At ING Australia were passionate about helping customers navigate lifes financial challenges with care and integrity. Our Financial Health team plays a critical role in supporting customers experiencing hardship and managing collections activities under significant regulatory oversight.

Our Special Services team is responsible for servicing customers managing the MIP and debt recovery process and providing operational activities for INGs retail products (residential and priority commercial mortgages personal loans and credit cards) and overdrawn orange everyday account

As a Financial Support Specialist youll manage a range of operational activities to support customers experiencing financial hardship including account maintenance processing hardship applications and monitoring adherence to arrangements. Youll also handle quality assurance checks construct manual communications and ensure compliance with regulatory obligations such as the Privacy Act Banking Code of Practice and NCC. Additionally youll work closely with internal systems and processes to maintain accuracy and deliver exceptional service.

This is a permanent role that can be based in either Sydney or Wyong.

Are you ready to make an impact

What youll do

• Lodgement of hardship notices and hardship application forms into the relevant systems.
• Conduct pre-decline reviews to ensure only eligible accounts are declined.
• Action the daily exception reports and remediate accounts flagged with data or process anomalies.
• Management (indexing and responses) of the financial support inbox.
• Positively and proactively participate in all change management activities/functions.
• Identify and raise to management any risk events or issues that may impact the customer or ING.

What were looking for

• Previous experience in financial hardship and a solid understanding of banking regulatory requirements such as the Privacy Act Banking Code of Practice and NCC is highly regarded.
• Strong attention to detail with a focus on accuracy and quality.
• The ability to identify problems think critically and adapt to changing priorities in a fast-paced environment.
• Self-motivated and able to work independently while contributing effectively to a team.
• Clear and confident written and verbal communication skills to engage with customers and stakeholders.
• Comfortable working across multiple systems and processes with the ability to learn new tools quickly.

Whats in it for you

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

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. Were invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Were your alliesin helping you do your thingduring the recruitment process so let us know (email below) if you require any support or adjustments when you apply

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.)

ING is Australias most recommended bank according to RFI Globals Consumer Atlas Survey JanuaryJune 2025 (n 29510) when compared to customers of the 10 largest ADIs operating in Australia.

Need more

Contact Sabrina Huynh

For support and adjustments including DEI LGBTQI confidential application support enquiries:

Applications close Monday the 12th of January.

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

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