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About the Role
As a Financial Care Officer, you will support customers experiencing financial difficulty by delivering empathetic service and finding suitable solutions to manage their accounts. This role offers an opportunity to build a career in financial services while making a meaningful impact on customers' lives.
Responsibilities
- Handle inbound and outbound calls 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 knowledge and skills.
Requirements
- 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.
- 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.
- Willingness to learn and develop within a regulated environment.
Skills
- Communication
- Listening
- Empathy
- Rapport building
- Task management
- Attention to detail
- Process adherence
- Policy adherence
Location
- Wyong
- Sydney
Work Type
- Contract
- Full-time
Experience Level
- 12 month contracts
Benefits
- Discounted ING Health Insurance
- An additional Rest Day
- An IMPACT day to volunteer on approved sustainability activity
About the Company
- At ING, we deliver simple, smart solutions that make life easier.
- We are a global brand that values innovation, integrity, and care.
- Our culture is fun, inclusive, and supportive, giving you the freedom to be yourself.
- ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025.
Equal Opportunity
- We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box.
- We encourage you to apply if you're interested but don't meet all the criteria.
- We are invested in fostering a diverse and inclusive workplace where everyone feels like they belong.
- We are your allies in helping you do your thing during the recruitment process, so let us know if you require any support or adjustments when you apply.
- WGEA Employer of Choice for Gender Equality and Family Inclusive workplace.