Financial Support Case Manager

ING

Financial Support Case Manager assisting customers facing financial challenges in Sydney or Wyong. Managing hardship accounts and assessing applications to provide tailored support.

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

About the role

Key responsibilities & impact

Manage a dedicated portfolio of hardship accounts, ensuring each customer receives fair, timely and tailored support
Assess hardship applications to determine appropriate and sustainable arrangements
Handle inbound calls and emails from customers referred by the Financial Care team
Assist customers with documentation
Complete required account maintenance and case updates
Identify and support vulnerable customers

Requirements

What you’ll need

Strong experience in financial hardship, collections, or case management
Solid understanding of NCCP obligations and key regulatory requirements
Well‑developed analytical skills, including the ability to assess income, expenses, deficits, and overall serviceability
Clear and empathetic communication skills, supported by strong negotiation capability
High level of organisation and attention to detail
A proactive and adaptable mindset, bringing a fresh perspective, willingness to learn, and focus on continuous improvement

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

financial hardshipcollectionscase managementanalytical skillsincome assessmentexpense assessmentdeficit assessmentserviceability assessment

Soft Skills

clear communicationempathetic communicationnegotiation skillsorganisationattention to detailproactive mindsetadaptabilitywillingness to learnfocus on continuous improvement