External Dispute Resolution Case Manager

ING Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

Rest Day

IMPACT day to volunteer

Job summary

ING Australia is seeking two External Dispute Resolution Case Managers with hands-on experience investigating and resolving transaction disputes and scam-related matters. You’ll join our Customer Excellence team to manage complex complaints referred through external bodies such as AFCA.

In this role you’ll investigate issues, analyse evidence, and work with stakeholders to deliver fair outcomes for customers and the business.

Qualifications

• Hands-on experience investigating and resolving transaction disputes and scam-related matters.
• End-to-end management of complex complaints, disputes and investigations in banking/financial services.
• Strong written communication with ability to prepare detailed complaint responses and submissions.
• Experience with AFCA or other EDR schemes; knowledge of RG271 or regulatory complaint frameworks.

Responsibilities

• Manage AFCA and External Dispute Resolution complaints from initial investigation to resolution, within required timeframes.
• Investigate and resolve complex complaints relating to scams, disputed transactions and other customer matters.
• Review files and evidence to determine fair and balanced outcomes.
• Prepare detailed submissions, recommendations and responses for customers, AFCA and stakeholders.
• Support vulnerable customers with empathy and professionalism.
• Identify trends, systemic issues and operational risks to improve outcomes.

Skills

Dispute resolution

Investigation of disputes

AFCA experience

Regulatory framework RG271

Stakeholder management

Written communication

Job description

We're looking for two External Dispute Resolution Case Managers with hands-on experience investigating and resolving transaction disputes and scam-related matters, together with strong end-to-end complaint management experience. Joining our Customer Excellence team, you’ll manage complex customer complaints referred through external bodies such as AFCA.

At ING, we believe banking should make life simpler, not more complicated. Our purpose is to empower people to stay a step ahead in life and business, and that starts with delivering exceptional experiences when customers need us most.

In this role, you'll manage some of ING's most complex and sensitive customer matters, including complaints relating to scams and disputed transactions. You'll investigate issues, analyse evidence, navigate evolving regulatory requirements and work closely with stakeholders to deliver fair and balanced outcomes for our customers and the business.

This role sits within our Customer Excellence team, a specialist team known for its expertise in dispute resolution, regulatory obligations and customer advocacy. Working across a broad range of complaints, you'll help identify root causes, influence business improvements and ensure customers receive fair and timely resolutions.

These are permanent roles that can be based in either Sydney or Wyong.

What you’ll do

• Manage a portfolio of AFCA and External Dispute Resolution complaints from initial investigation through to resolution, meeting required timeframes and keeping customers informed.
• 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.

What we’re looking for

• Experience investigating and resolving transaction disputes and scam-related matters within banking or financial services.
• Experience in end-to-end management of complex complaints, disputes and investigations within banking and financial services.
• Strong written communication skills with experience preparing detailed complaint responses, submissions or investigation outcomes.
• Experience working with AFCA or other EDR scheme complaints will be highly regarded, together with knowledge of RG271 or regulatory complaint frameworks.
• Strong analytical, problem-solving and decision-making skills, with the ability to assess complex information and make evidence-based decisions.
• Excellent stakeholder management and negotiation skills, with the confidence to navigate challenging conversations and achieve positive outcomes.

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. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply

Sound like your kind of vibe? We can’t wait to hear from you!

(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 will close Thursday, the 5th of November.