External Dispute Resolution Case Manager

About the role

ING is looking for two External Dispute Resolution Managers to join its Customer Excellence team in Sydney or Wyong. The team resolves complex customer complaints, disputes and scam-related matters referred through external bodies such as AFCA. This is a permanent position.

Key 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 to improve customer outcomes and business processes.

Required profile

• 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 is highly regarded.

Required skills

• Analytical, problem-solving and decision-making skills, able to assess complex information and make evidence-based decisions.
• Stakeholder management and negotiation skills, with the confidence to handle challenging conversations.

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 Wednesday 28 October. The bank uses a direct talent sourcing model, so no agency introductions are accepted.