Impactful Banking Dispute Resolution 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

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.