Empathetic Collections Specialist

ING; Central Coast, Sydney; In loco; AUD 60.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

Discounted Health Insurance

Rest Day

Impact day

Descrizione del lavoro

ING Australia is seeking a Collections Officer to support customers in financial difficulty with empathetic service and practical payment solutions. This permanent/fixed-term role is based in Wyong or Sydney, offering exposure to a leading financial services brand.

You will handle inbound/outbound calls, set up payment arrangements, identify hardship, refer to support, and maintain accurate records while ensuring compliance with policies. Join a supportive team.

Competenze

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

Mansioni

• Handle inbound and outbound calls within agreed service levels and quality standards.
• Work with customers to resolve overdue, overdrawn, or over-limit accounts through 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 knowledge and skills.

Conoscenze

Phone-based support

Empathy

Active listening

Customer service

Descrizione del lavoro

ING Australia is seeking a Collections Officer to support customers in financial difficulty with empathetic service and practical payment solutions. This permanent/fixed-term role is based in Wyong or Sydney, offering exposure to a leading financial services brand.

You will handle inbound/outbound calls, set up payment arrangements, identify hardship, refer to support, and maintain accurate records while ensuring compliance with policies. Join a supportive team.