* REQ
* 19/12/2025
* Customer Operations
* Wyong, Australië
* ING Bank
At ING we put our customers at the heart of everything we do, delivering simple, smart solutions that make life easier. Join us and be part of a global brand that values innovation, integrity, and care.
Our Financial Care team is responsible for servicing customers, managing debt recovery process,
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'll work closely with the Operations Manager to oversee day-to-day operations, deliver eceptional service, and provide sustainable solutions for customers with accounts in arrears, overdrawn, or facing financial difficulty. This is a great opportunity to make a real impact while coaching and mentoring a team that values empathy, compliance, and customer-first thinking.
This is a permanent role, and we are open to candidates based in Wyong or Sydney.
What you'll do
* Ensure the inbound and outbound calls (dialler 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 collaborative 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 e
* perience 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 e- cellence.
E- ceptional 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
About Us
At ING, we're 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 we're proud to support. Joining ING means stepping into an environment where your individuality isn't just welcomed - it's celebrated. We've built a culture that's fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.
Whether you're taking ownership of eciting projects, thinking outside the bo, or working with global colleagues, you'll find ING is the kind of place where growth isn't just a possibility; it's a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you'll 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 bo. So, if you're interested but don't meet all the criteria, we encourage you to apply. We're invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We're your allies in helping you do your thing during the recruitment process, so let us know ( below) if you require any support or adjustments when you apply
Sound like your kind of vibe? We can't wait to hear from you
(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)
ING is Australia's most recommended bank according to RFI Global's Consumer Atlas Survey, January–June 2025 (n = 29,510) 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 eisting employees to apply for suitable internal positions. It is epected 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
LI-DNI
Your place of work
Eplore the area
Questions? Just ask
ING Recruitment team
Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.