Manage financial operations and customer support for hardship cases at ING Australia while ensuring compliance with banking regulations. Work closely with internal systems for accurate service delivery.
Responsibilities
Lodgement of hardship notices and hardship application forms into the relevant systems.
Conduct pre-decline reviews to ensure only eligible accounts are declined.
Action the daily exception reports and remediate accounts flagged with data or process anomalies.
Management (indexing and responses) of the financial support inbox.
Positively and proactively participate in all change management activities/functions.
Identify and raise to management any risk events or issues that may impact the customer or ING.
Requirements
Previous experience in financial hardship
A solid understanding of banking regulatory requirements, such as the Privacy Act, Banking Code of Practice, and NCC is highly regarded.
Strong attention to detail with a focus on accuracy and quality.
The ability to identify problems, think critically, and adapt to changing priorities in a fast-paced environment.
Self-motivated and able to work independently while contributing effectively to a team.
Clear and confident written and verbal communication skills to engage with customers and stakeholders.
Comfortable working across multiple systems and processes with the ability to learn new tools quickly.
Benefits
Discounted ING Health Insurance
An additional Rest Day to support your wellbeing
An IMPACT day to volunteer on approved sustainability activity
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