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ING is an international financial institution providing banking, investment, and related financial services to individual and corporate clients. The company operates across multiple countries and is recognized as a leading bank in the Netherlands. Its work spans financial services, with a focus on compliance, risk management, and strong corporate governance. ING also highlights sustainability and corporate responsibility through initiatives related to climate action, diversity, and financial health.
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Collections Officer – ING Australia

Support ING Australia customers facing financial difficulty by managing overdue accounts, hardship referrals, and payment arrangements. Handle debt recovery in line with service standards and regulatory requirements.

AUAustraliaOn-siteFull-timeMiddleSeniorEnglish RequiredCollections

Description

  • Manage inbound and outbound calls, including dialler campaigns, while meeting service and quality standards.
  • Help customers resolve overdue, overdrawn, or over-limit accounts by arranging suitable payments.
  • Recognise financial hardship and refer customers to Financial Support when appropriate.
  • Respond to general enquiries and assist with hardship and account matters.
  • Complete administrative work and keep customer records accurate.
  • Help the team follow collections policies and regulatory obligations.
  • Contribute to a collaborative team and build knowledge and skills.
  • Support customers, manage debt recovery, and provide operational assistance for ING retail products.

Requirements

  • Experience in a phone-based contact centre, customer service, collections, or financial services role.
  • Strong communication and listening skills for sensitive customer conversations.
  • A customer-focused approach, with empathy and the ability to build rapport.
  • Ability to manage multiple tasks in a fast-paced setting.
  • Careful attention to detail and ability to follow processes and policies.
  • Willingness to learn and develop in a regulated environment.

Benefits

  • Discounted ING health insurance.
  • An additional Rest Day to support wellbeing.
  • An IMPACT day for approved sustainability volunteering.
  • Permanent employment opportunities.
  • A diverse, inclusive, and supportive workplace culture.
  • Opportunities for growth and development.
  • Support or adjustments during the recruitment process.

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