Financial Support Case Manager

At ING, we’re passionate about supporting customers through life’s 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, you’ll be joining a team committed to delivering positive outcomes and maintaining strong regulatory standards.

We’re on the hunt for three Financial Support Case Managers to join our Financial Health team. In this role, you’ll work closely with customers facing financial challenges across a range of retail products—including home loans, personal loans, credit cards, and term deposits. You’ll 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 you’ll 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 we’re looking for

• Strong experience in financial hardship, collections, or case management, with the capability to independently manage a high‑volume customer portfolio.
• Solid understanding of NCCP obligations and key regulatory requirements to support effective and compliant hardship decision‑making.
• Well‑developed 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.

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

About Us 
 

At ING, we’re 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 we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll 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 you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re 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 can’t wait to hear from you!  

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

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?  

 
Contact Sabrina Huynh, [email protected]

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected] 

Applications will close Thursday, the 16th of June.
 

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