Impactful External Dispute Resolution Case Manager

ING Australia; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

Rest Day for wellbeing

IMPACT day for volunteering

Job summary

ING Australia is seeking two External Dispute Resolution Managers to join our Customer Excellence team in Sydney or Wyong. You will manage complex complaints, including scams and disputed transactions, providing fair outcomes for customers and the business.

In this role, you will investigate, analyse evidence, prepare submissions, and collaborate with stakeholders to identify root causes and drive improvements while supporting vulnerable customers with empathy and professionalism.

Qualifications

• Experience handling complex complaints, disputes and investigations in banking/financial services.
• Knowledge of AFCA and regulatory complaint frameworks is preferred.
• Strong written communication and evidence-based decision-making.
• Ability to liaise with stakeholders and resolve disputes fairly.

Responsibilities

• Manage AFCA and External Dispute Resolution complaints from investigation to resolution.
• Investigate complex complaints relating to scams and disputed transactions.
• Review files and evidence to determine fair outcomes.
• Prepare submissions and responses for customers and regulators.
• Support vulnerable customers with empathy and professionalism.
• Identify trends and provide insights to prevent issues.

Skills

Complex complaints handling

Dispute investigations

AFCA experience

Stakeholder management

Job description

ING Australia is seeking two External Dispute Resolution Managers to join our Customer Excellence team in Sydney or Wyong. You will manage complex complaints, including scams and disputed transactions, providing fair outcomes for customers and the business.

In this role, you will investigate, analyse evidence, prepare submissions, and collaborate with stakeholders to identify root causes and drive improvements while supporting vulnerable customers with empathy and professionalism.