At ING, we're passionate about making banking simpler, smarter, and more rewarding for our customers. Our purpose is to empower people to stay a step ahead in life and business, and we do this by creating experiences that remove friction and make everyday banking easier.
We're looking for an Operations Officer to join our Customer Account Operations team. In this role, you'll support the delivery of critical banking processes while helping ensure customers receive an exceptional experience. You'll be part of a collaborative and supportive team that values accountability, continuous improvement, and doing the right thing for our customers.
As an Operations Officer, you'll manage a range of operational and administrative activities, process customer requests with accuracy, resolve enquiries, and contribute to service excellence across Daily Banking operations. This role would suit someone who enjoys working independently, has strong attention to detail, and thrives in a fast-paced environment where priorities can shift.
This is a permanent role that can be based in either Wyong or Sydney. A Wyong based candidate will be expected to travel to Sydney once per week.
What you’ll do
- Process customer requests, account maintenance activities, and operational tasks accurately and within agreed service levels.
- Manage customer, stakeholder, and internal enquiries while delivering a high standard of service and support.
- Complete customer verification, compliance, and operational risk processes in line with ING policies and procedures.
- Investigate and resolve issues, escalations, and customer concerns to achieve positive outcomes.
- Maintain high levels of accuracy when processing data, documentation, and customer information.
- Contribute to continuous improvement initiatives and collaborate with teammates to enhance operational processes.
What we’re looking for
- Experience in a customer service focused role within contact centre, operations, or administration.
- Strong attention to detail and the ability to manage high volumes of work with accuracy.
- Excellent time management skills and the ability to prioritise competing tasks independently.
- Confidence communicating with a range of stakeholders and handling customer enquiries professionally.
- Resilience and sound judgement when managing escalations, complaints, or complex situations.
- A proactive mindset with a willingness to learn, adapt, and contribute to team success.
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, Sabrina.huynh@ing.com
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com
Applications will close Friday, the 31st of July.
Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager
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