Internal Dispute Resolution Specialist (Central Coast)

At ING, we're driven by a straightforward belief: if there's a way to make things better for our customers, we'll find it. Customer experience is at the heart of everything we do, and when challenges arise, we see them as opportunities to listen, learn and turn a potentially poor experience into an excellent one. Our Customer Excellence team plays a key role in this mission and is the expert in dispute resolution, regulatory obligations and uncovering insights that help us continually improve how we show up for our customers. We're looking for an Internal Dispute Resolution Specialist to join our high-performing team. In this role, you'll manage complaints made directly to ING, conduct detailed investigations, negotiate fair resolutions and handle real-time inbound calls to resolve issues at first contact wherever possible. You'll also contribute to strengthening ING by identifying emerging issues, raising risk events and sharing meaningful insights back into the business. If you're curious, proactive and energized by staying across industry and regulatory changes, this is a chance to make a real impact on customer experience. This is a permanent role based in Wyong. What you'll do Manage complaints from lodgement through to closure, including investigation, assessment, resolution, and maintaining accurate records. Handle real-time inbound complaint calls and aim to resolve issues at first contact while providing proactive and empathetic customer service. Conduct complex reviews of customer files and processes, and prepare clear, high-quality written responses outlining findings and potential resolutions. Build and maintain strong relationships with peers and internal stakeholders, collaborating to resolve complaints and improve processes. Identify and submit operational risk events, ensuring compliance with internal policies and relevant regulatory requirements. Use complaint insights to identify emerging issues, provide timely feedback to leaders, and support continuous improvement of the customer experience. What we're looking for Experience managing complex customer complaints, with sound judgment and strong analytical and problem‐solving skills. Well‐developed interpersonal and communication skills, with the ability to build effective relationships with internal and external stakeholders. Ability to conciliate and negotiate complex complaints with sensitivity, discretion, and a customer‐centric approach. Effective planning and organisational skills, with the ability to prioritise workloads and manage competing deadlines. Intermediate knowledge of retail banking products, internal processes, and policies, with a commitment to delivering high‐quality customer service. What's 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 We make hiring decisions based on your skills, capabilities, and how you align with our values – not on ticking every box. We're invested in fostering a diverse and inclusive workplace where everyone feels like they belong. #J-*****-Ljbffr Apply on Kit Job: kitjobau.com/job/3red2p