Workflow Allocator - Express/Outbound

At ING, we’re all about helping people and businesses thrive. As Australia’s most recommended bank, we focus on simplicity, innovation and delivering experiences that make a real difference for our customers. 

 
We’re looking for a Workflow Allocator who loves solving problems, improving processes and helping teams work smarter. You’ll analyse workflows, identify gaps, strengthen skills across the team and support faster, quality customer outcomes — all while bringing strong organisational, communication and coaching capability. Reporting to the Team Leader, New Business Inbound Sales, this role offers high visibility with the Leadership team and regular time in our Wyong office. 

This is a permanent role based in Wyong. 

 
What you’ll do 

• Identify customerexperience improvement opportunities by triaging shared inboxes.  

• Complete Salesforce audits and provide feedback to Team Leaders on knowledge gaps and data integrity.  

• Analyse data to identify funnelconversion and workflow improvement opportunities.  

• Manage the escalation inbox and ensure timely resolution.  

• Support pipeline management during colleague absences.  

• Produce reports and presentations to communicate insights and drive continuous improvement. 

What we’re looking for 

• Previous experience within coaching, customer service and/or sales within mortgages.  

• Intermediate proficiency in Microsoft Office suite, including PowerPoint and Excel.   

• Proficiency in Salesforce reporting, inbox management and the ability to handle escalations. 

• Excellent communication and presentation skills, and the ability to build strong stakeholder relationships. 

• An analytical eye for detail and the ability to provide insights and recommendations based on data.  

• Strong organisational skills and the flexibility to adapt to change. 

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.)