External Dispute Resolution Specialist – Complex Disputes

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

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.