Financial Care Officer

ING

Financial Care Officer providing operational support for customers experiencing financial difficulty at ING. Handling customer calls, resolving accounts, and ensuring compliance with collections policies.

Posted 5/19/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Handle inbound and outbound calls (including dialler campaigns) within agreed service levels and quality standards.
Work with customers to resolve overdue, overdrawn, or over-limit accounts through appropriate payment arrangements.
Identify customers experiencing financial hardship and refer to Financial Support where required.
Assist customers with general enquiries, hardship support, and account-related matters.
Complete administrative tasks and maintain accurate customer records.
Support the team in maintaining compliance with collections policies and regulatory requirements.
Contribute to a positive team environment and continuously improve your knowledge and skills.

Requirements

What you’ll need

Experience in a phone based contact centre customer service, collections, or financial services role.
Strong communication and listening skills, with the ability to handle sensitive conversations.
A customer-first mindset with the ability to show empathy and build rapport.
Ability to manage multiple tasks and work in a fast-paced environment.
High attention to detail and ability to follow processes and policies.
A willingness to learn and develop within a regulated environment.

Benefits

Comp & perks

Discounted ING Health Insurance
An additional Rest Day to support your wellbeing
An IMPACT day to volunteer on approved sustainability activity

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

communication skillslistening skillscustomer-first mindsetempathyrapport buildingmulti-taskingattention to detailprocess adherencewillingness to learnadaptability