External Dispute Resolution Specialist

About the Position

External Dispute Resolution Specialist

At ING, we believe in making banking simpler, smarter, and more human-especially when things don’t go to plan. When customers face challenges, we’re committed to resolving concerns fairly, thoughtfully, and with genuine care.

We’re looking for an External Dispute Resolution Specialist to join our Customer Excellence team, where you’ll play a key role in managing complex complaints referred through external bodies such as AFCA. In this role, you’ll lead end-to-end investigations, navigate nuanced regulatory requirements, and work with customers, advocates, and stakeholders to deliver balanced, high-quality outcomes.

This is an opportunity to combine your problem-solving, regulatory knowledge, and customer focus to make a real impact-not just resolving issues but helping shape better experiences and outcomes for the future.

This is a permanent role that can be based in Wyong or Sydney.

Responsibilities

• Manage external dispute cases end-to-end, including AFCA complaints from investigation through to resolution.
• Support customers with empathy and professionalism, particularly in complex or sensitive situations.
• Conduct thorough investigations and analyze information to make fair, evidence-based decisions.
• Prepare high-quality submissions and manage communication with external bodies such as AFCA.
• Collaborate with and influence internal and external stakeholders to achieve balanced, compliant outcomes.
• Identify trends and insights from complaints to support continuous improvement and enhance customer experience.

Requirements

• Demonstrated experience managing external dispute resolution cases (e.g., AFCA) in a financial services environment.
• Strong knowledge of regulatory, legal, and compliance requirements relevant to complaints and dispute resolution.
• Proven ability to investigate complex issues and make sound, balanced decisions based on evidence.
• Excellent written and verbal communication skills, including preparing clear submissions and stakeholder correspondence.
• Strong stakeholder management and influencing skills across internal teams and external parties.
• High level of empathy and resilience when dealing with vulnerable customers and sensitive situations.

We Offer

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

About the Company

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 Tuesday, the 26th of May.

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