Collections Officer - Multiple opportunities available

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

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 processes, and providing operational support for ING’s retail products (residential and priority commercial mortgages, personal loans, credit cards, and overdrawn Orange Everyday accounts).

As a Collections Officer, you’ll play a key role in supporting customers experiencing financial difficulty by delivering empathetic service and helping them find suitable solutions to manage their accounts. This is a great opportunity to build your career in financial services while making a meaningful impact on customers’ lives.

We have multiple permanent opportunities available, and are open to candidates based in Wyong or Sydney.

What you’ll do

• Handle inbound and outbound calls (including dialler campaigns) within agreed service levels and quality standards.
• Work with customers to resolve overdue, overdrawn, or over-limit accounts through appropriate payment arrangements.
• Identify customers experiencing financial hardship and refer to Financial Support where required.
• Assist customers with general enquiries, hardship support, and account-related matters
• Complete administrative tasks and maintain accurate customer records.
• Support the team in maintaining compliance with collections policies and regulatory requirements.
• Contribute to a positive team environment and continuously improve your knowledge and skills.

What we’re looking for

• Experience in a phone based contact centre customer service, collections, or financial services role.
• Strong communication and listening skills, with the ability to handle sensitive conversations.
• A customer-first mindset with the ability to show empathy and build rapport.
• Ability to manage multiple tasks and work in a fast-paced environment.
• High attention to detail and ability to follow processes and policies.
• A willingness to learn and develop within a regulated environment.

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 exciting projects, thinking outside the box, 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 box. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re 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

(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, [e-mail]

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [e-mail]

Applications close Monday, the 26th of October.

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