Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this External Dispute Resolution Case Manager role.

Rezi rewrites your resume against ING's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the External Dispute Resolution Case Manager posting at ING — free, in seconds.

About the Role

Manage complex customer complaints referred through external bodies such as AFCA, investigating issues, analyzing evidence, and working with stakeholders to deliver fair outcomes.

Responsibilities

Manage a portfolio of AFCA and External Dispute Resolution complaints from initial investigation through to resolution, meeting required timeframes and keeping customers informed.
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 investigating and resolving transaction disputes and scam-related matters within banking or financial services.
Experience in end-to-end management of complex complaints, disputes and investigations within banking and financial services.
Strong written communication skills with experience preparing detailed complaint responses, submissions or investigation outcomes.
Experience working with AFCA or other EDR scheme complaints will be highly regarded, together with knowledge of RG271 or regulatory complaint frameworks.
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.

Skills

Transaction dispute investigation
Scam-related matter resolution
End-to-end complaint management
Written communication
Analytical skills
Problem-solving skills
Decision-making skills
Stakeholder management
Negotiation skills

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.
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.
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.