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About the Role
As a Collections Officer, you’ll play a key role in supporting customers experiencing financial difficulty by delivering empathetic service and helping them find suitable solutions to manage their accounts. This is a great opportunity to build your career in financial services while making a meaningful impact on customers’ lives.
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 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 your 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.
- A 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.
- A willingness to learn and develop within a regulated environment.
Skills
- Communication skills
- Listening skills
- Empathy
- Rapport building
- Multitasking
- Attention to detail
Location
- Wyong
- Sydney
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’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.