Customer Solutions Officer

4 weeks ago

Sydney, Australia ING Full time

**Our dynamic **Consumer Operations team** is growing, and we are looking for a **Customer Solutions Officer** to join our team. Working in a fast-paced environment you’ll be the frontend customer liaison for mortgage and consumer lending collection matters; both for outbound and inbound arrears queries. You’ll be the key point person in having conversations around financial hardship and advanced collections and arrears matters, whilst maintaining a customer-friendly approach in line with our ING values.**:
**What you’ll do**:

- ** Receive inbound and making outbound calls to customers, third parties and third party suppliers on a progressive outbound dialler**:

- ** Use your negotiation and empathy skills to attain customer and commercial outcomes**:

- ** Liaise with external stakeholders; for instance lawyers, on litigated matters**:

- ** Assess, review, recommend and undertake recovery action where appropriate;**:

- ** Speak to early stage customers for collection purposes, and negotiate payment arrangements; for Mortgages, Personal Loans, Orange Once and Overdrawn Orange Everyday accounts,**:

- ** Provide information and support to customers experiencing financial hardship**:

- ** Collect applicable fees and default interest charges**:
**What you’ll be**:

- ** A strong communicator with strong negotiation skills**:

- ** Experienced in handling conflicts, and respectively escalating to litigation**:

- ** Experience in Collections and Credit environment experience; (Mortgages - highly desirable)**:

- ** Have an understanding of litigation and legislatives processes in Collections**:

- ** High attention to detail with 2 plus years’ experience in Collections, ideally with exposure to a secured lending (mortgage) product set National Consumer Credit Protection (NCCP) and/or Certificate IV in Financial Services**:
**What’s in it for you?**:

- ** Drop everything and learn with over 16,000 professional and personal development courses to choose from**:

- **An additional Rest Day to support your wellbeing**:

- ** An IMPACT day to volunteer on n approved sustainability activity**:
**About Us**

**At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.**

**When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.**

**We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.**

**We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.**

**Sound like the kind of place you’d feel at home? We’d love to hear from you.**

**(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)**:

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