At ING, were passionate about supporting customers through lifes ups and downs. Our Financial Health team plays a vital role in guiding customers experiencing financial difficulty, helping them navigate hardship with clarity, empathy, and confidence. As part of Lending Operations, youll be joining a team committed to delivering positive outcomes and maintaining strong regulatory standards.

Were on the hunt for three Financial Support Case Managers to join our Financial Health team. In this role, youll work closely with customers facing financial challenges across a range of retail productsincluding home loans, personal loans, credit cards, and term deposits. Youll assess hardship applications, provide tailored support options, and help customers get back on track while ensuring our regulatory and compliance obligations are met.

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

What youll do

• Manage a dedicated portfolio of hardship accounts, ensuring each customer receives fair, timely and tailored support in line with ING policies and regulatory requirements.
• Assess hardship applications to determine appropriate and sustainable arrangements, discussing options with customers with empathy and clarity.
• Handle inbound calls and emails from customers referred by the Financial Care team, providing guidance, support and next steps throughout the hardship journey.
• Assist customers with documentation, including prompting completion of hardship forms and supporting documents, and providing help where needed.
• Complete required account maintenance and case updates, ensuring accurate records and compliance with internal processes.
• Identify and support vulnerable customers, removing barriers and making the hardship process more accessible so they can receive the assistance they need.

What were looking for

• Strong experience in financial hardship, collections, or case management, with the capability to independently manage a highvolume customer portfolio.
• Solid understanding of NCCP obligations and key regulatory requirements to support effective and compliant hardship decisionmaking.
• Welldeveloped analytical skills, including the ability to assess income, expenses, deficits, and overall serviceability to determine suitable financial support options.
• Clear and empathetic communication skills, supported by strong negotiation capability to ensure positive and respectful customer interactions.
• High level of organisation and attention to detail, with the ability to work under pressure while maintaining accurate documentation and system updates.
• A proactive and adaptable mindset, bringing a fresh perspective, willingness to learn, and a focus on continuous improvement.

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 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 Thursday, the 16th of June.

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