Policy Compliance Expert for Debt Collection Management

Are you obsessed with customers and want to shape our service to help customers with financial difficulties? Are you passionate about making a positive impact on future generations by leveraging your expertise in policy & regulatory compliance and customer journey management within the financial sector? Then this might be the job for you, as we are looking for a new colleague Policy Compliance Expert (CJE).

Your new work environment

Collections NL wants to make a difference by being the partner of customers in financial difficulties. We offer our customers with (potential) financial difficulties 'personal, easy, smart and frictionless’ solutions and expert support in our service center when needed. By doing so we want to prevent customers from getting into financial problems (Prevention) and to help those with ING product-related debts cure out of arrears in a sustainable fashion. Focusing on the one hand on offering customers the possibility to handle their arrears independently and digitally, while offering personal and relevant service when it comes to complex financial problems.

Also our internal and external stakeholders consider Collections and Financial health a very relevant and important topic. In ING Collections, we play a vital part in assuring we are compliant with all internal (credit) risk policies, we work together with the products to keep the risks of the bank within appetite and need to adhere to our Sourcing policy when it comes to the external parties we work with.

That is why we are looking for a driven Policy Compliance Expert (CJE) with an expertise on regulatory and policy compliance! In this role you will be part of the Delivery side of the Tribe (we also have our own operational department) and report directly into the Tribe Lead. On a day to day basis you will work closely together with the Product Leads and Squads and our Safe Business Officer.

Key responsibilities

• Translating internal & external regulatory/policy (changes) into action/ impact on our customer journey’s — turning complex requirements into clear, implementable process/journey improvements.
• Owning and assuring adherence to credit risk policies within collections
• Monitoring portfolio performance — using forward-looking, data-driven insights to identify trends, flag emerging risks and recommend proactive actions wrt risk
• Staying on top of and assessing the impact of new legislation (ie CCDII)  
• Partnering with the business — collaborating with collections squads & retail product teams on topics related to risk.
• Monitor and management compliancy with ING’s Sourcing policy.

Required skills and experience

• Bachelor or Master's degree;
• Proven experience with 1stline risk management is a pre;  affinity with this field is a prerequisite
• Familiarity with the Debt Collection domain, it’s regulatory landscape, and organizational context is a strong advantage
• Excellent stakeholder management skills—you know how to align risk and reward with business goals.
• A track record of driving change—whether through policy updates, process improvements, or cross-functional projects.
• Curious and inquisitive mindset, able to prioritize work
• Collaborative, proactive, and impact-driven way of work
• Strong analytical skills and the ability to turn insights into action.
• Experience with credit risk policy’s and how they impact day-to-day operations.
• Fluency in English (Dutch is a plus) and current residency in the Netherlands

Interested?

Apply directly online. Send your CV and motivation. We look forward to your application.

Procedure

Due to the holiday period, it may take a bit longer before you receive a response. Our selection process consists of multiple interview rounds, which will be scheduled starting from 18 August 2025.

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