Dispute Resolution Specialist - Banking & Scam Cases

ING; Sydney, Central Coast; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

An additional Rest Day

IMPACT day for sustainability

Job summary

ING is seeking two External Dispute Resolution Managers in Australia to join our Customer Excellence team. You will handle AFCA and EDR complaints, investigate scams and disputed transactions, review evidence, and prepare submissions for customers and stakeholders. You will support vulnerable customers with empathy and identify trends to drive improvements.

These permanent roles can be based in Sydney or Wyong. Strong written communication and regulatory framework experience are highly valued.

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 for detailed complaint responses and submissions.

Responsibilities

• Manage AFCA and External Dispute Resolution complaints from investigation to resolution.
• Investigate and resolve complex complaints relating to scams and disputed transactions.
• Review customer files, transaction information and evidence to determine fair outcomes.
• Prepare detailed written submissions, recommendations and complaint responses.
• Support vulnerable customers with empathy, care and professionalism.
• Identify trends and risks, providing insights to improve processes.

Skills

Complex complaints handling

Regulatory frameworks knowledge

Stakeholder management

Written communication

Investigations

Job description

ING is seeking two External Dispute Resolution Managers in Australia to join our Customer Excellence team. You will handle AFCA and EDR complaints, investigate scams and disputed transactions, review evidence, and prepare submissions for customers and stakeholders. You will support vulnerable customers with empathy and identify trends to drive improvements.

These permanent roles can be based in Sydney or Wyong. Strong written communication and regulatory framework experience are highly valued.