Construction Disputes Lawyer — Litigation & Resolution Leader

Montgomery Advisory; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

An additional Rest Day

IMPACT day to volunteer

Job summary

ING is seeking two External Dispute Resolution Case Managers to join the Customer Excellence team to resolve complex customer complaints, disputes and scam-related matters referred through external bodies such as AFCA.

In this role, you’ll manage some of ING’s most sensitive matters, investigate issues, analyze evidence, and work with stakeholders to deliver fair outcomes for customers and the business. Roles are based in Sydney or Wyong and offer supportive, flexible working arrangements.

Qualifications

• Experience handling complex complaints, disputes and investigations within banking and financial services.
• Experience dealing with scams, fraud and transaction disputes is highly regarded.
• Strong written communication skills with experience preparing detailed complaint responses, submissions or investigation outcomes.
• Experience working with AFCA, EDR schemes, RG271 or regulatory complaint frameworks will be highly regarded.
• Strong analytical, problem-solving and decision-making skills, with the ability to assess complex information and make evidence-based decisions.

Responsibilities

• Manage AFCA and External Dispute Resolution complaints from investigation through to resolution.
• Investigate and resolve complex complaints relating to scams, disputed transactions and other customer matters.
• Review customer files, transaction information, business processes and supporting evidence to determine fair and balanced outcomes.
• Prepare detailed written submissions, recommendations and complaint responses for customers, AFCA and internal stakeholders.
• Support customers experiencing vulnerability with empathy, care and professionalism.
• Identify complaint trends, systemic issues and operational risks, providing insights that improve customer outcomes and business processes.

Skills

Complex complaints handling

Disputes investigations

AFCA experience

Stakeholder management

Analytical thinking

Tools

AFCA

RG271

Job description

ING is seeking two External Dispute Resolution Case Managers to join the Customer Excellence team to resolve complex customer complaints, disputes and scam-related matters referred through external bodies such as AFCA.

In this role, you’ll manage some of ING’s most sensitive matters, investigate issues, analyze evidence, and work with stakeholders to deliver fair outcomes for customers and the business. Roles are based in Sydney or Wyong and offer supportive, flexible working arrangements.