Caroline Palet, personal banker

‘What makes this job so great? Customers coming back because they know you’re helping them with ideas.’

How did you become a Personal Banker?

‘I felt my interest turn to investments fairly early on. Though that was not where my academic background lay.

I began my career as a commercial employee. After that, I started getting into investments more and more. I always had that one ambition at the back of my mind: I want to become a personal banker one day. So, in 2023, I took that step. For me, that felt like the right time.’

What attracted you so much to this role?

‘It was mainly the idea of having my own customer portfolio. Rather than fleeting contacts, you have people for whom you really become a permanent point of contact. So, you’re building something beyond one conversation or one question.

It’s that relationship dynamic that appeals to me. You grow with your customers; you see their plans, their doubts and their next steps. Because it’s about the long term, this job always holds my interest.’

How would you explain your job to someone who isn’t familiar with it?

‘Financial coaching sums it up best for me. As a Personal Banker, you work across 4 main areas: projects, assets, protection and pension.

So, it’s much broader than one question or one product. You work with the customer to bring clarity, think ahead and look for choices that really match his or her life. An important part of this is asset accumulation. How do you make savings work for you? How do you gradually build wealth? And what approach suits a person’s goals, timing and risk profile?

That’s where you make a difference as a personal banker. You help customers look beyond today, consciously think about their financial future and make choices that will really set things in motion in the longer term. Sometimes you give advice yourself, sometimes you call in an in-house expert. What never changes is that you help provide direction and oversee everything.’

What makes the job so interesting in practice?

‘It’s the variety above all. No two customers are the same: different questions, different expectations, different personalities. This means that every conversation requires a different approach.

So, it’s about more than content alone. You also need to get a feel for the person sitting in front of you. How does someone build trust? How much explanation does that person need? Do you prefer to work directly or rather relationally? That makes the work very human and challenging at the same time.’

What often surprises people about the role of a personal banker?

‘Often people still think it is mainly about offering products. The reality is different. Of course, there are commercial objectives. But pushing products? That’s not what it’s about. What it’s about is giving the customer appropriate advice.

If you listen carefully, explain clearly and suggest something that really suits their situation, trust will grow. And, because of that, people also come back.’

Does that commercial aspect also play a role for you?

‘Absolutely. I like that commercial challenge. Getting results is energising. It’s a bit like in sport: you work towards something and it’s rewarding when your efforts pay off.

Only there’s a difference for me in the method. Don’t push; persuade. It’s not about scoring quickly, but about building something. When you explain to customers why a particular choice makes sense, and they truly understand and later experience its added value, that is immensely satisfying.’

When does this job give you the most satisfaction?

‘At those moments when customers deliberately come back to you. They have a big decision to make, or something is bothering them. Or they just want to check whether something is a good idea. Then you feel you are more than just their banker.

When it comes to asset accumulation, you especially notice how important this role is. Many customers know they want to do something with their money, but they are looking for someone to help them gain clarity and take the right steps. How do you get started? What suits my situation? And how can I ensure that my assets can grow over time?

Right there you can make a big difference by explaining clearly, giving confidence and together making a plan that is right for the customer. That, to me, is where the real value of this job lies. You don’t build trust in a day. But once it’s there, you feel how strong it is.’

Which talents do you think make the difference?

‘Being eager to work with people is a must. It also helps, of course, if you are interested in financial matters and enjoy continuing to learn because everything in this world is always changing.

Equally important is being a good listener. It’s not just about hearing what someone says, but understanding what lies beneath it. Where is the doubt? What does that customer need to feel confident? Curiosity, empathy and flexibility in your communication also really make a difference.’

How does ING help you grow in this?

‘You get opportunities to progress at ING through training, mentoring and discussions with your manager. Not only are your results considered, but also your development and potential.

What I personally find very empowering: sometimes ING sees something in you before you even dare to fully believe it yourself. That support gives you confidence. So, not only do you get opportunities, you also get a gentle push to seize them effectively.’

Why do you think this is a good next step in a career?

‘Because it’s a role with depth. You build long-term relationships, engage in meaningful conversations and work in a goal-oriented manner while being given a lot of responsibility.

For those who enjoy working with customers, are interested in financial topics and derive satisfaction from building trust as well as delivering results, this really is an excellent position.’

What would you say to someone who is having doubts?

‘Doubts are perfectly normal. It’s a role with responsibility, so it’s only natural to look at it with respect. But you’re never on your own. There’s support, as well as training and time to grow.

And you do get a great deal in return: customer trust, engaging conversations, the opportunity to learn something new every day and, above all, the feeling that you’re building something that will last. That’s what makes this job so valuable to me.’