At ING, we believe in making banking simpler, smarter and more human especially when things dont go to plan. When customers face challenges, were committed to resolving concerns fairly, thoughtfully and with genuine care.

Were looking for an External Dispute Resolution Manager to join our Customer Excellence team, where youll play a key role in managing complex complaints referred through external bodies such as AFCA. In this role, youll 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.

What youll do

• 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 analyse 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.

What were looking for

• 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.

Whats 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, were 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 were proud to support. Joining ING means stepping into an environment where your individuality isnt just welcomed - its celebrated. Weve built a culture thats fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether youre taking ownership of exciting projects, thinking outside the box, or working with global colleagues, youll find ING is the kind of place where growth isnt just a possibility; its a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, youll 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 youre interested but dont meet all the criteria, we encourage you to apply. Were invested in fostering a diverse and inclusive workplace (opens in new window) where everyone feels like they belong. Were 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 cant wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australias most recommended bank according to RFI Globals Consumer Atlas Survey, JanuaryJune 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?

Contact Sabrina Huynh, Sabrina.huynh@ing.com

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

Applications will close Tuesday, the 26th of May.

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