Lawyer, Litigation & Dispute Resolution (Construction & Infrastructure)

Montgomery Advisory; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

An additional Rest Day

IMPACT day to volunteer

Job summary

ING is seeking two External Dispute Resolution Case Managers to join the Customer Excellence team to 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 sensitive matters, investigate issues, analyze evidence, and work with stakeholders to deliver fair outcomes for customers and the business. Roles are based in Sydney or Wyong and offer supportive, flexible working arrangements.

Qualifications

• 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.

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

Disputes investigations

AFCA experience

Stakeholder management

Analytical thinking

Tools

AFCA

RG271

Job description

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• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
• Sydney office with free onsite gym and classes

Why join us?

Welcome to TAL. As a leading life insurer,we’vebeen protecting Australians for over 150 years. Backed byDaiichiLife,we'redriven by big ambitions and empower to create better products and services.

Together with our Partners,we’rehelping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care andexpertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate,brightand capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together,we\'rereimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

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 team and 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.

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

• 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.