At ING, we’re committed to making banking simpler, smarter, and more human. When our customers face financial challenges, we don’t just manage accounts — we support people through complex and often sensitive situations, finding fair and sustainable outcomes.
We’re looking for a Mortgagee in Possession Specialist to join our Financial Care team. In this role, you’ll work across mortgage arrears, repossessions and recovery activities, managing accounts through critical stages while balancing customer outcomes with regulatory and risk requirements. From navigating legal processes to working with customers and third‑party representatives, you’ll play a key role in delivering thoughtful, compliant and timely resolutions.
Your experience will also be relied upon for a variety of Consumer Lending (Credit Cards and Personal Loans) tasks, including the review and submission of Default Listings.
This is a 12 month fixed term contract based in Sydney.
What you’ll do
- Manage mortgage arrears and repossession cases end‑to‑end, including investigation, assessment, resolution and progression through recovery or legal pathways.
- Engage with customers and third‑party representatives to negotiate appropriate outcomes, balancing customer circumstances with risk and regulatory requirements.
- Navigate and support legal and enforcement processes, including repossessions, asset realisation and coordination with external partners (e.g. solicitors, agents).
- Lodge Lenders Mortgage Insurance claims (LMI).
- Manage borrower shortfall sales and associated recovery and default listing action.
- Consumer lending late stage collections.
- Maintain accurate and detailed case records, ensuring all actions are documented in line with policy, audit, and regulatory expectations.
- Monitor and manage risk, identifying potential issues, raising risk events and ensuring compliance with internal frameworks and external obligations.
- Collaborate with internal stakeholders (e.g. risk, legal, operations) to resolve complex cases and improve processes and customer outcomes.
What we’re looking for
- Demonstrated experience managing mortgage arrears, repossessions and lodgement of LMI claims with the ability to navigate sensitive and high‑risk situations.
- Consumer lending collections experience.
- Strong knowledge of regulatory, legal, and compliance requirements relating to lending, collections, and repossessions (e.g. NCCP, hardship obligations, enforcement processes).
- Proven ability to analyse complex customer situations and make sound, balanced decisions, considering both customer outcomes and business risk.
- Excellent communication and negotiation skills, with the ability to handle difficult or vulnerable customers with empathy, professionalism, and resilience.
- Highly organised with strong attention to detail, able to manage competing priorities, maintain accurate records, and meet strict deadlines.
- Ability to collaborate effectively with internal and external stakeholders, including legal partners, agents, and cross‑functional teams.
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 will close Friday, the 22nd of May.
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