Our People & Culture
Contact Centres
Contact Centre opportunities include: Direct Associate, Senior Direct Associate, Team Leader/Management, Resourcing/Scheduling, Quality Assurance.
My name is Gabriella Melo; I'm a Direct Associate in the Contact Centre. I'm the first point of contact for the clients that come through after they have settled their loans.
The best part of my day would be just dealing with all the different calls that come through - you're always learning something new, you're always meeting someone - it just keeps you on your toes and keeps you interested.
The culture at ING DIRECT is fantastic. Everyone is really supportive it's a great team environment to work in.
At ING DIRECT, they have an amazing amount of online course that you can do which is fantastic, because it means that I can learn these skills and use them for the rest of my life.
Become a Direct Associate
A Direct Associate is the first point of contact for all of our customers. Your duties would include:
- Managing inbound inquiries from new clients
- Managing existing client, broker & advisor calls and call-backs
- Conducting welcome calls and surveys with new clients
- Liaising with other departments to follow up client queries
Check out the great benefits.
- Experience a dynamic, fast paced and high performance environment
- Enjoy being part of a fun and professional team that thrive on delivering exceptional customer service
- Opportunity to earn quarterly performance bonuses as well as team recognition awards
- Learn, grow and succeed - with extensive training across all our products, processes and systems
You’ll receive all the training you need
Induction training is an interactive two and a half week program involving:
- Module based classroom and PC interactions
- Roles Plays
- Contact Centre visits and double jacking (listen-in) sessions
This will then be followed by a two-week mentor program and regular catch-ups with your Team Leader.
There's plenty of opportunities to progress
One of the great benefits of working in our Contact Centre is that the more skills you acquire, the more money you can potentially earn.
From a Direct Associate role you could move up into a Senior Direct Associate, Team Leader or Contact Centre Support role.
If you would like to expand your career even further, we actively support internal promotions and progression anywhere within the company after 12 months in the Direct Associate role.
Our Operating Hours
Our Contact Centre has approximately 200 Direct Associates working across two sites:
Sydney
Currently operates between the hours of 8:00am and 8:00pm working on a rotating roster.
Standard shift: 7.25 hours, Monday to Friday
Tuggerah (Central Coast NSW)
24 hours working on rotating roster between the hours of 6:00am and 11:00pm.
Standard shift: 7.25 hours, 7 days
We are currently reviewing our working hours to include more flexible arrangements.
Recent Accolades
ING DIRECT was recently awarded ‘Best Contact Centre in the Financial Services Sector in Australia’, by evaluation company Global Reviews.
ING DIRECT also came in second, when measured by Global Reviews against contact centres in ALL industries, including travel, education and insurance.
