Collections & Financial Care Specialist

ING; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

An additional Rest Day

An IMPACT day to volunteer

Job summary

ING is seeking a Collections Officer to support customers experiencing financial difficulty and provide empathetic solutions for their accounts. This permanent role offers a meaningful career within a global bank and is open to candidates in Wyong or Sydney.

You will handle inbound and outbound calls, arrange payments, identify hardship, and ensure accurate records while staying compliant with policies and regulatory requirements. Join ING to help customers bank with confidence.

Qualifications

• Experience in phone-based contact centre, collections, or financial services.
• Strong communication and listening skills, with sensitive conversations.
• Customer-first mindset with empathy and rapport-building.

Responsibilities

• Handle inbound and outbound calls within service levels.
• Work with customers to resolve overdue, overdrawn, or over-limit accounts with payment arrangements.
• Identify customers in financial hardship and refer to Financial Support where required.
• Assist customers with general enquiries, hardship support, and account matters.
• Complete administrative tasks and maintain accurate records.
• Support the team in maintaining compliance with policies and regulatory requirements.
• Contribute to a positive team environment and ongoing skill development.

Skills

Phone-based customer service

Communication skills

Empathy

Multitasking

Attention to detail

Regulatory awareness

Job description

ING is seeking a Collections Officer to support customers experiencing financial difficulty and provide empathetic solutions for their accounts. This permanent role offers a meaningful career within a global bank and is open to candidates in Wyong or Sydney.

You will handle inbound and outbound calls, arrange payments, identify hardship, and ensure accurate records while staying compliant with policies and regulatory requirements. Join ING to help customers bank with confidence.