About the job
The Senior Financial Support Case Manager job at ING is all about supporting customers through financial hardships with empathy and clarity. This role is crucial in guiding customers while ensuring compliance with regulatory standards. The Financial Health team values collaboration and is dedicated to delivering positive outcomes for customers.
You'll be responsible for
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Managing a portfolio of complex hardship cases
Delivering fair and sustainable customer outcomes while overseeing challenging situations.ā ļø
Acting as an escalation point
Providing support for challenging or sensitive customer situations, ensuring effective resolutions.š
Supporting day-to-day team operations
Including workflow allocation and SLA management to enhance team efficiency.Key criteria
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Extensive experience in financial hardship
Proven background in managing complex financial hardship cases.View
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Coaching and mentoring experience
Demonstrated ability to guide team members in high-volume settings.View
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Strong regulatory knowledge
In-depth understanding of NCCP, NCC, and relevant frameworks.View
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