Customer Excellence Associate (EDR Case Manager)

at  ING

ABOUT US

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.
Sound like the kind of place you’d feel at home? We’d love to hear from you.
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)
This role is NSW based. ING’s approach to flexible working (FlexING) means you can work 50/50 in office (Wyong or Sydney) and from home

• End to end management of AFCA and EDR Scheme complaints from lodgement to closure, including detailed investigating, assessing, responding to and resolving the complaint.
• Provide proactive and empathetic customer service while assisting customers through the complaints process.
• Resolve customer dissatisfaction and restore their banking relationship.
• Manage all complaint related communications with customers and their representatives, including customers experiencing vulnerability. This will include holding difficult conversations (verbal and written) where customers may be confrontational or upset.
• Complete complex and detailed reviews of customer files and business processes, including drafting letters and corresponding with AFCA and EDR Schemes.
• Seek out original source information and analyse the information to make informed decisions based on evidence
• Influence and negotiate to a high level with internal and external stakeholders.
• Create and maintain accurate records of complaint activities, agreed actions and next steps.