Collections Officer

About the role

ING's Financial Care team manages debt recovery and provides operational support for its retail products, including residential and priority commercial mortgages, personal loans, credit cards and overdrawn accounts. As a Collections Officer you will help customers experiencing financial difficulty find suitable solutions to manage their accounts. Multiple permanent positions are available, open to candidates based in Wyong or Sydney.

Key responsibilities

• 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 them 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.

Required profile

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

What we offer

• Discounted ING Health Insurance.
• An additional rest day to support wellbeing.
• An IMPACT day to volunteer on an approved sustainability activity.

Applications close on Monday, 26 October. The bank uses a direct talent sourcing model, so no agency introductions are accepted.