Financial Support, Regulatory and Process Improvement Specialist

At ING Australia, we're dedicated to fostering a culture of inclusivity and innovation, with the support and resources you need to succeed. Join us today and take the first step towards building a career as exceptional as you are.

A new opportunity is available for a **Financial Support, Regulatory and Process Improvement Specialist**to join our **Customer Solutions**team on a **12 month contract.**

Our Financial Support team is responsible for the assessment of customer requests for financial assistance to ensure we offer a tailored solution to help the customer in overcoming and alleviating their financial hardship. You will be an expert in financial support and a senior member of the Customer Solutions management team. You’ll be responsible for improving and uplifting the financial support process, and overseeing our new system implementation and related enhancements.

This role is based in **Sydney.**

**What you’ll do**
- Implement several change initiatives and process improvements related to the hardship function and process, including the design of new customer communication strategies.
- Uplift and maintaining Standard Operating Procedures (SOPs).
- Design and rolling out hardship training and business updates.
- Oversee the implementation of the new hardship system, including requirements gathering, testing, implementation, and change management.
- Review of complaints, risk events, and data to identify key trends and customer pain points to drive further process improvements to address.
- Lead regulator engagements and responses.
- Strengthen business controls to ensure regulatory and policy obligations are met.

**What we’re looking for**
- Strong expertise in hardship operations and management, or similar.
- A robust understanding of the risk control environment and regulatory requirements.
- Excellent stakeholder engagement management skills, with the ability to effectively communicate with internal and external stakeholders.
- Previous experience in successfully leading and implementing change.
- The ability to analyse data and trends to uplift process and mitigate risk.
- Excellent time management and organisational skills to meet set deadlines.

**What’s in it for you?**
- Drop everything and learn with over 16,000 professional and personal development courses to choose from.
- Discounted ING Health Insurance.
- An additional Rest Day to support your wellbeing.
- An IMPACT day to volunteer on 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.)

**Need more?**

Applications will close on Wednesday, the 18th of December.

**Still in two minds?**

LI-DNI