At ING we put our customers at the heart of everything we do, delivering simple, smart solutions that make life easier. Join us and be part of a global brand that values innovation, integrity, and care.

Our Financial Care team is responsible for servicing customers, managing early to late stage collections activity and debt recovery process and providing operational activities for ING's retail products (residential and priority commercial mortgages, personal loans, and credit cards) and overdrawn orange everyday accounts. 
 

As a Lead Collections Officer, you’ll work closely with the Operations Manager to oversee day-to-day operations, deliver exceptional service, and provide sustainable solutions for customers with accounts in arrears, overdrawn, or facing financial difficulty. This is a great opportunity to make a real impact while coaching and mentoring a team that values empathy, compliance, and customer-first thinking.

This is a permanent role, and we are open to candidates based in Sydney or Wyong.

What you’ll do

• Ensure the inbound and outbound calls (dialler campaigns) are serviced within the agreed service levels and call quality guidelines.
• Ensure the collections inbound line is serviced within the agreed service levels and call quality guidelines and team members make suitable arrangements with customers as per collections policy.
• Ensure outbound call campaigns are conducted within the agreed service levels and call quality guidelines.
• Conduct outbound calls or service inbound calls as agreed with the Operations Manager when additional capacity is required
• Mentor and support team members and foster a collaborative work environment.
• Act as a point of contact for escalated issues and build team members to develop effective customer relationships.

What we’re looking for

• Proven experience leading, coaching, and inspiring large teams within banking or financial services.
• Strong background in collections and financial hardship.
• Skilled in handling escalations and supporting day-to-day operational excellence.
• Exceptional organisational and time management abilities, with a sharp eye for detail.
• A proactive, customer-centric mindset and the confidence to engage and communicate effectively with diverse stakeholders.

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 close Tuesday, the 6th of October.

#LI-DNI