Job Description

At ING we put our customers at the heart of everything we do, delivering simple, smart solutions that make life easier. Join us and be part of a global brand that values innovation, integrity, and care.

Our Financial Care team is responsible for servicing customers, managing debt recovery processes, and providing operational support for ING’s retail products (residential and priority commercial mortgages, personal loans, credit cards, and overdrawn Orange Everyday accounts).

As a Financial Care Officer, you’ll play a key role in supporting customers experiencing financial difficulty by delivering empathetic service and helping them find suitable solutions to manage their accounts. This is a great opportunity to build your career in financial services while making a meaningful impact on customers’ lives.

This is a permanent role, and we are open to candidates based in Wyong or Sydney

What you’ll do

• Handle inbound and outbound calls (including dialler campaigns) within agreed service levels and quality standards.
• Work with customers to resolve overdue, overdrawn, or over-limit accounts through appropriate payment arrangements.
• Identify customers experiencing financial hardship and refer to Financial Support where required.
• Assist customers with general enquiries, hardship support, and account-related matters
• Complete administrative tasks and maintain accurate customer records.
• Support the team in maintaining compliance with collections policies and regulatory requirements.
• Contribute to a positive team environment and continuously improve your knowledge and skills.

What we’re looking for

• Experience in a phone based contact centre customer service, collections, or financial services role.
• Strong communication and listening skills, with the ability to handle sensitive conversations.
• A customer-first mindset with the ability to show empathy and build rapport.
• Ability to manage multiple tasks and work in a fast-paced environment.
• High attention to detail and ability to follow processes and policies.
• A willingness to learn and develop within a regulated environment.

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 allies in helping you do your thing during 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!

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)

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, Sabrina.huynh@ing.com

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

Applications close Tuesday, the 2nd of June.

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