At ING Australia, we’re passionate about helping customers navigate life’s financial challenges with care and integrity. Our Financial Health team plays a critical role in supporting customers experiencing hardship and managing collections activities under significant regulatory oversight.
Our Special Services team is responsible for servicing customers, managing the MIP and debt recovery process and providing operational activities for ING's retail products (residential and priority commercial mortgages, personal loans, and credit cards) and overdrawn orange everyday account
As a Financial Support Specialist, you’ll manage a range of operational activities to support customers experiencing financial hardship, including account maintenance, processing hardship applications, and monitoring adherence to arrangements. You’ll also handle quality assurance checks, construct manual communications, and ensure compliance with regulatory obligations such as the Privacy Act, Banking Code of Practice, and NCC. Additionally, you’ll work closely with internal systems and processes to maintain accuracy and deliver exceptional service.
This is a permanent role that can be based in either Sydney or Wyong.
Are you ready to make an impact?
What you’ll do
- Lodgement of hardship notices and hardship application forms into the relevant systems.
- Conduct pre-decline reviews to ensure only eligible accounts are declined.
- Action the daily exception reports and remediate accounts flagged with data or process anomalies.
- Management (indexing and responses) of the financial support inbox.
- Positively and proactively participate in all change management activities/functions.
- Identify and raise to management any risk events or issues that may impact the customer or ING.
What we’re looking for
- Previous experience in financial hardship and a solid understanding of banking regulatory requirements, such as the Privacy Act, Banking Code of Practice, and NCC is highly regarded.
- Strong attention to detail with a focus on accuracy and quality.
- The ability to identify problems, think critically, and adapt to changing priorities in a fast-paced environment.
- Self-motivated and able to work independently while contributing effectively to a team.
- Clear and confident written and verbal communication skills to engage with customers and stakeholders.
- Comfortable working across multiple systems and processes with the ability to learn new tools quickly.
What’s in it for you?
- 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’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
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.)
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.
Need more?
Contact Sabrina Huynh, [email protected]
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]
Applications close Monday, the 12th of January.
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
