SeniorFinancialSupportCaseManager

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 Support 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 negot