Customer Support Specialist responsible for ownership and resolution of escalated service requests. Utilizing various tools to ensure customer satisfaction in a health and care platform.
About the role
- Manage financial operations and customer support for hardship cases at ING Australia while ensuring compliance with banking regulations. Work closely with internal systems for accurate service delivery.
Responsibilities
- Lodgement of hardship notices and hardship application forms into the relevant systems.
- Conduct pre-decline reviews to ensure only eligible accounts are declined.
- Action the daily exception reports and remediate accounts flagged with data or process anomalies.
- Management (indexing and responses) of the financial support inbox.
- Positively and proactively participate in all change management activities/functions.
- Identify and raise to management any risk events or issues that may impact the customer or ING.
Requirements
- Previous experience in financial hardship
- A solid understanding of banking regulatory requirements, such as the Privacy Act, Banking Code of Practice, and NCC is highly regarded.
- Strong attention to detail with a focus on accuracy and quality.
- The ability to identify problems, think critically, and adapt to changing priorities in a fast-paced environment.
- Self-motivated and able to work independently while contributing effectively to a team.
- Clear and confident written and verbal communication skills to engage with customers and stakeholders.
- Comfortable working across multiple systems and processes with the ability to learn new tools quickly.
Benefits
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on approved sustainability activity
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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