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 an experienced Senior Financial Hardship Case Manager to join our Financial Health team. In this role, you’ll support the Operations Manager in overseeing day‑to‑day team operations, while continuing to manage a portfolio of complex hardship customers across a range of retail products—including home loans, personal loans, credit cards, and term deposits. You’ll 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 you’ll 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 we’re looking for
- Extensive experience in financial hardship, collections, or case management.
- Proven experience in coaching, mentoring, or leading team members in a high‑volume environment.
- Strong knowledge of NCCP, NCC, and regulatory frameworks.
- Demonstrated ability to manage complex escalations and support team decision‑making.
- Advanced analytical skills to assess serviceability and financial situations.
- Excellent communication and negotiation skills, with the ability to influence and guide others.
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 Tuesday, the 9th of June.
#LI-DNI
Skills Required
- Extensive experience in financial hardship, collections, or case management
- Proven experience in coaching, mentoring, or leading team members
- Strong knowledge of NCCP, NCC, and regulatory frameworks
- Demonstrated ability to manage complex escalations
- Advanced analytical skills to assess serviceability and financial situations
- Excellent communication and negotiation skills
What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
