Internal Dispute Resolution Specialist

At ING, we’re driven by a simple belief: if there’s a way to make things better for our customers, we’ll find it. Customer experience is at the heart of everything we do, and when challenges arise, we see them as opportunities to listen, learn and turn a potentially poor experience into a great one.

Our Customer Excellence team plays a key role in this mission and are the experts in dispute resolution, regulatory obligations and uncovering insights that help us continually improve how we show up for our customers.

We’re looking for an Internal Dispute Resolution Specialist to join our high performing team. In this role, you’ll manage complaints made directly to ING, conduct detailed investigations, negotiate fair resolutions and handle real‑time inbound calls to resolve issues at first contact wherever possible. You’ll also contribute to strengthening ING by identifying emerging issues, raising risk events and sharing meaningful insights back into the business.

If you’re curious, proactive and energised by staying across industry and regulatory changes, this is a chance to make a real impact on customer experience.

This is a permanent role based in Wyong.

What you’ll do

• Manage complaints from lodgement through to closure, including investigation, assessment, resolution, and maintaining accurate records.
• Handle real‑time inbound complaint calls and aim to resolve issues at first contact while providing proactive and empathetic customer service.
• Conduct complex reviews of customer files and processes, and prepare clear, high‑quality written responses outlining findings and potential resolutions.
• Build and maintain strong relationships with peers and internal stakeholders, collaborating to resolve complaints and improve processes.
• Identify and submit operational risk events, ensuring compliance with internal policies and relevant regulatory requirements.
• Use complaint insights to identify emerging issues, provide timely feedback to leaders, and support continuous improvement of the customer experience.

What we’re looking for

• Experience managing complex customer complaints, with sound judgment and strong analytical and problem‑solving skills.
• Well‑developed interpersonal and communication skills, with the ability to build effective relationships with internal and external stakeholders.
• Ability to conciliate and negotiate complex complaints with sensitivity, discretion, and a customer‑centric approach.
• Effective planning and organisational skills, with the ability to prioritise workloads and manage competing deadlines.
• Intermediate knowledge of retail banking products, internal processes, and policies, with a commitment to delivering high‑quality customer service.

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?  

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close Monday, the 06th May.
 
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  

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