This role involves managing a portfolio of complex hardship cases across home loans, personal loans, credit cards, and term deposits while delivering fair outcomes
Job Summary
This role involves managing a portfolio of complex hardship cases across home loans, personal loans, credit cards, and term deposits while delivering fair outcomes.
The successful candidate will act as an escalation point for sensitive situations and provide coaching to Case Managers to ensure consistent regulatory compliance.
Benefits include discounted ING Health Insurance, an additional Rest Day for wellbeing, and an IMPACT day for volunteer sustainability activities.
Matching Summary
This role involves managing a portfolio of complex hardship cases across home loans, personal loans, credit cards, and term deposits while delivering fair outcomes.
Skills & Requirements
Must-have
Extensive experience in financial hardship
Strong knowledge of NCCP regulatory frameworks
Proven experience coaching team members
Ability to manage complex escalations
Advanced analytical skills for serviceability
Nice-to-have
Excellent communication and negotiation skills
Commitment to continuous improvement initiatives
Experience with retail loan products
Inclusive workplace culture alignment
Key Requirements
Extensive experience in financial hardship or collections
Strong knowledge of NCCP and NCC regulations
Proven leadership and mentoring capability
Advanced analytical skills for financial assessment