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 an experienced Senior Financial Hardship Case Manager to join our Financial Health team. In this role, youll support the Operations Manager in overseeing daytoday team operations, while continuing to manage a portfolio of complex hardship customers across a range of retail productsincluding home loans, personal loans, credit cards, and term deposits. Youll play a critical role in driving quality outcomes, managing escalations, and providing guidance to Case Managers, ensuring both customer and regulatory expectations are consistently met.

This is a permanent role based in Sydney.

What youll do

• Manage a portfolio of complex hardship cases, delivering fair and sustainable customer outcomes.
• Act as an escalation point for challenging or sensitive customer situations.
• Support day-to-day team operations, including workflow allocation and SLA management.
• Assess hardship applications and make informed, compliant decisions.
• Provide coaching and guidance to Case Managers to build capability and consistency.
• Contribute to continuous improvement and process uplift initiatives.

What were looking for

• Extensive experience in financial hardship, collections, or case management.
• Proven experience in coaching, mentoring, or leading team members in a highvolume environment.
• Strong knowledge of NCCP, NCC, and regulatory frameworks.
• Demonstrated ability to manage complex escalations and support team decisionmaking.
• Advanced analytical skills to assess serviceability and financial situations.
• Excellent communication and negotiation skills, with the ability to influence and guide others.

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 9th of June.

#LI-DNI