Expression of Interest

**Are you a customer service expert looking to expand your career?**:
**Join our Contact Centre KYC team - no weekend work required**:
Start your New Year off in a new role, based in our swanky Customer Care HQ in Wyong. We are seeking expressions of interest from passionate people to help our customers “Do their thing” and grow their careers

Our **Contact Centre** **‘Know Your Customer’ (KYC) Specialists** are the first point of contact with customers across all of ING products in regards to KYC activity - this means ensuring our customers are being compliant with regulations whilst keeping ING safe and minimising risk.

Working as part of the wider Contact Centre team, every aspect of this role relates to customer experience, through a combination of inbound and outbound calls along with written channels. You’ll be helping new and existing customers to understand the “why” as much as what they need to do next

**If you’re as excited as we are so far, then keep reading**

You’ll be joining a fun and fast paced environment where there is opportunity to grow within your role and our wider teams. Our Contact Centre is considered a great talent pool for other departments, and an excellent start for those looking to expand their career with ING and take on a new challenge.

These positions are full-time**:Monday to Friday and require you to work on an 8 hour shift scheduled between 8am to 8pm**. **NO weekend work**

You’ll also receive comprehensive training and onboarding with ongoing support as well as access to a range of additional development opportunities.

**What will you be doing?**
- First point of contact for interaction between the Contact Centre and our KYC analyst team.
- Providing accurate and up to date information to new and existing clients and recording data into relevant systems.
- Management of individual client cases, taking ownership of their experience from start to finish. This includes complex objection handling and customer complaint management.
- A mix of inbound & outbound calling as well as written communication to clients & reviewing documentation to enhance clients’ KYC files - no two days will be the same
- Adhering to all product, risk and regulatory requirements.

**What are we looking for?**
- Strong experience in a high volume, fast paced customer service environment. Previous exposure to banking, KYC/AML or similar will be highly regarded but isn’t necessary as we will train you.
- Demonstrated experience resolving customer complaints and handling customer escalations.
- Excellent communication skills and the ability to offer a positive experience to every customer.
- Flexibility to work to a rotating roster in a structured environment.
- Resilience through proven experience handling complex customer cases
- The ability to adapt to change, and work autonomously and independently as well as the desire to be part of a supportive team.

**What are the benefits for you?**
- Annual rest day - an extra day of leave
- Encouraged work/life balance, with a flexible combination of work from home and work in office.
- Open and dynamic team and environment.
- Employee Wellbeing Program so that you can be your “Best You.”
- Regular coaching and mentoring sessions with your Team Leaders
- Free onsite parking and great facilities nearby.

**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 modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons for example why we’re proud to be an Employer of Choice for gender equality.

We give people the freedom to take risks, stay curious and think differently, as well as seek new and better ways of making 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.

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.)

ING is Australia's most recommended bank according to RFi XPRT Survey, February 2021 - July 2021 (n = 31,903) when compared to customers of 20 other banks operating in Australia.