Job Description

At ING, we’re committed to making banking simple, secure, and customer-first. We pride ourselves on delivering innovative solutions while maintaining the highest standards of integrity, risk management, and customer protection.

Our Fraud Operations team play a critical role in protecting our customers and the bank from financial crime, and we have two 3-month secondment opportunities available for motivated professionals to step into the role of Officer, Fraud Operations.

In this fast-paced and purpose-driven role, you’ll be at the frontline of fraud prevention—investigating suspicious activity, responding to customer and law enforcement enquiries, and helping resolve unauthorised transaction cases across a range of banking products. You’ll work in a highly collaborative and evolving environment, where your attention to detail, problem-solving ability, and commitment to delivering timely, high-quality outcomes will directly contribute to safeguarding customers and strengthening fraud controls.

If you're looking for an opportunity to build your fraud expertise, work on meaningful investigations, and make an impact in a critical risk function, this is your chance to step up and grow your career within ING.

These roles can be based in either Wyong or Sydney.

What you’ll do

• Investigate and resolve customer enquiries, disputes, and alerts related to suspected fraud or unauthorised transactions across ING products.
• Analyse transactional behaviour to identify potential fraud trends or emerging risks and escalate where appropriate.
• Manage and complete casework accurately and within required KPIs, SLAs, and regulatory timeframes.
• Respond to requests from customers, internal stakeholders, and law enforcement agencies in line with policies and procedures.
• Identify and escalate risks, control gaps, or compliance issues to support ongoing fraud prevention and operational improvements.
• Collaborate with team members and broader stakeholders to support daily operations and enhance fraud detection and investigation processes.

What we’re looking for

• Experience handling escalations or complex customer situations, demonstrating sound judgement and the ability to de-escalate effectively.
• Proven ability to support vulnerable customers, using empathy while balancing policy and risk considerations.
• Exposure to KYC, compliance, or customer due diligence processes, with an understanding of regulatory expectations,
• Strong problem-solving skills, with the ability to investigate issues and determine appropriate outcomes.
• Resilience and composure under pressure, particularly when dealing with sensitive or high-risk scenarios.
• Openness to learning and transitioning into fraud operations, with a genuine interest in risk, fraud prevention, and investigations.

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 will close Wednesday, the 3rd of June.

Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager

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