Senior Financial Care Officer
Our Financial Care team is responsible for servicing customers, managing debt recovery processes, and providing operational activities for ING's retail products (residential and priority commercial mortgages, personal loans, and credit cards) and overdrawn orange everyday accounts. As a Senior Financial Care Officer, you will work closely with the Operations Manager to oversee day-to-day operations, deliver exceptional service, and provide sustainable solutions for customers with accounts in arrears, overdrawn, or facing financial difficulty.
This is a permanent role based in Wyong or Sydney.
What you'll do
* Ensure inbound and outbound calls (dialer campaigns) are serviced within the agreed service levels and call quality guidelines.
* Ensure the collections inbound line is serviced within the agreed service levels and call quality guidelines, and team members make suitable arrangements with customers as per collections policy.
* Ensure outbound call campaigns are conducted within the agreed service levels and call quality guidelines.
* Conduct outbound calls or service inbound calls as agreed with the Operations Manager when additional capacity is required.
* Mentor and support team members and foster a team-oriented work environment.
* Act as a point of contact for escalated issues and build team members to develop effective customer relationships.
What we're looking for
* Proven experience leading, coaching, and inspiring large teams within banking or financial services.
* Strong background in collections and financial hardship (highly regarded).
* Skilled in handling escalations and supporting day-to-day operational excellence.
* Exceptional organisational and time-management abilities, with a sharp eye for detail.
* A proactive, customer-centric mindset and the confidence to engage and communicate effectively with diverse stakeholders.
What's 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
EEO Statement
WGEA Employer of Choice for Gender Equality and Family Inclusive workplace. We are committed to providing a diverse and inclusive workplace. For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries, contact .
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