Financial Support Specialist

We have an exciting 12 month secondment role for a Financial Support Specialist to join our high profile Financial Health Team.

Are you ready to make a real impact on our customers' lives? Then keep reading

As part of our dedicated and dynamic team, you'll be responsible for assessing applications from clients experiencing financial hardship. You'll be regularly speaking directly with clients, multiple internal and external stakeholders and suppliers to assist and support clients to resolve their financial situation. Additionally, you'll assist in managing accounts in arrears for both secured and unsecured lending while using your sound knowledge of the collections processes.

The core hours for our Customer Solutions team are 8:45am to 5pm, however there may be times when you'll need to have the flexibility to work outside of these hours.

This role can be based in either Sydney or Wyong.

What you'll do

• Assess hardship applications and liaise with mortgage insurers for approval and consideration.
• Review and ensure quality control of hardship cases; recommending the course of action for hardship cases.
• Manage arrears on affected accounts and maintain records of cases in hardship.
• Respond to incoming email and phone requests and update internal and external stakeholders with hardship enquiries.
• Ensure all legislative requirements have been met throughout each interaction.

What we're looking for

• Prior experience in a financial hardship focused role or experience dealing with vulnerable customers is highly regarded.  
• Knowledge of relevant regulatory requirements and legislation – NCCP, BCOP and debt collection guidelines. 
• A passion for helping others, and the ability to communicate to a diverse range of customers with empathy.
• The ability to work well under pressure using multi-tasking, analytical and problem identification skills.
• The ability to objection handle and negotiate in difficult situations.

About Us

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. And because we want you to shine, let us know if you need any adjustments to the recruitment process by emailing the recruiter below.

We're invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Sound like your kind of vibe? We can't wait to hear from you  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

Need more? 
Contact Sabrina Huynh,  

Applications close Friday, the 31st of October.
 
Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager  

#LI-DNI