Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this External Dispute Resolution Case Manager role.
Rezi rewrites your resume against ING Hubs Romania's job description. Free.
Tailor your resume to this External Dispute Resolution Case Manager role.
Rezi rewrites your resume against ING Hubs Romania's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the External Dispute Resolution Case Manager posting at ING Hubs Romania — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the External Dispute Resolution Case Manager posting at ING Hubs Romania — free, in seconds.
About the Role
We are seeking two External Dispute Resolution Managers to join our Customer Excellence team. This role involves managing complex customer complaints, disputes, and scam-related matters referred through external bodies like AFCA. You will investigate issues, analyze evidence, navigate regulatory requirements, and collaborate with stakeholders to achieve fair outcomes for customers and the business.
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, providing insights that improve customer outcomes and business processes.
Requirements
- 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 will be highly regarded.
- Strong analytical, problem-solving, and decision-making skills, with the ability to assess complex information and make evidence-based decisions.
- Excellent stakeholder management and negotiation skills, with the confidence to navigate challenging conversations and achieve positive outcomes.
Location
- Sydney
- Wyong
Work Type
- Permanent
- Full-time
Benefits
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on approved sustainability activity
About the Company
- At ING, we believe banking should make life simpler, not more complicated.
- Our purpose is to empower people to stay a step ahead in life and business, and that starts with delivering exceptional experiences when customers need us most.
- 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.
- 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.
Equal Opportunity
- 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.