External Dispute Resolution Case Manager

ING; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

Rest Day for wellbeing

IMPACT day for sustainability

Job summary

ING is hiring External Dispute Resolution Case Managers to resolve AFCA and other external complaints in Sydney or Wyong. You will investigate scams, disputes, and transactional issues, preparing comprehensive submissions for stakeholders.

You will identify trends, support vulnerable customers, and drive improvements across processes while upholding regulatory requirements and fairness in outcomes.

Qualifications

• Experience handling complex complaints, disputes and investigations within banking/financial services is required.
• Experience dealing with scams, fraud and transaction disputes is highly regarded.
• Strong written communication skills with experience preparing detailed complaint responses and investigation outcomes.
• Experience working with AFCA, EDR schemes, RG271 or regulatory complaint frameworks is highly regarded.
• Strong analytical, problem-solving and decision-making skills with ability to assess complex information.
• Excellent stakeholder management and negotiation skills to navigate challenging conversations and achieve positive outcomes.

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

Scams & fraud handling

Written communications

AFCA/EDR knowledge

Analytical thinking

Stakeholder management

Job description

External Dispute Resolution Case Manager

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.

We're looking for two External Dispute Resolution Managers to join our Customer Excellence teamand help 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 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 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.

What we’re looking for

• 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.
• 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 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

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

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, *************@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: **********@ing.com

Applications will close Thursday, the 8th of October.

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