ExternalDisputeResolutionSpecialist

At ING, we believe in making banking simpler, smarter and more human — especially when things don’t go to plan. When customers face challenges, we’re committed to resolving concerns fairly, thoughtfully and with genuine care. We’re looking for an External Dispute Resolution Manager to join our Customer Excellence team, where you’ll play a key role in managing complex complaints referred through external bodies such as AFCA. In this role, you’ll lead end-to-end investigations, navigate nuanced regulatory requirements, and work with customers, advocates and stakeholders to deliver balanced, high-quality outcomes. This is an opportunity to combine your problem-solving, regulatory knowledge and customer focus to make a real impact — not just resolving issues but helping shape better experiences and outcomes for the future. This is a **permanent** role that can be based in **Wyong or Sydney.** **What you’ll do** * Manage external dispute cases end-to-end, including AFCA complaints from investigation through to resolution, * Support customers with empathy and professionalism, particularly in complex or sensitive situations, * Conduct thorough investigations and analyse information to make fair, evidence-based decisions. * Prepare high-quality submissions and manage communication with external bodies such as AFCA. * Collaborate with and influence internal and external stakeholders to achieve balanced, compliant outcomes. * Identify trends and insights from complaints to support continuous improvement and enhance customer experience. **What we’re looking for** * Demonstrated experience managing external dispute resolution cases (e.g. AFCA) in a financial services environment. * Strong knowledge of regulatory, legal and compliance requirements relevant to complaints and dispute resolution. * Proven ability to investigate complex issues and make sound, balanced decisions based on evidence. * Excellent written and verbal communication skills, including preparing clear submissi