External Dispute Resolution Case Manager
Core
Manage complex customer complaints, disputes, and scam-related matters for ING, investigating issues and delivering fair outcomes.
Role type
Senior IC dispute resolution case manager
Builds
Fair and balanced resolutions for customers and regulatory bodies (AFCA)
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
complex complaint investigation, scam and fraud analysis, regulatory framework navigation (AFCA, RG271), evidence assessment, written submissions, stakeholder negotiation
Preferred skills
experience with EDR schemes, trend analysis, systemic issue identification
Technologies
AFCA, RG271, EDR schemes
Responsibilities
Manage AFCA and external dispute resolution complaints from investigation to resolution; Investigate and resolve complex complaints regarding scams and disputed transactions; Review customer files and evidence to determine outcomes; Prepare detailed written submissions and complaint responses; Identify complaint trends and operational risks to improve business processes
Seniority
Senior, hands-on IC