Gille, personal banker

‘You’re close to your customer. And you notice that every day.’

How did you become a personal banker?

I had known for quite some time that I wanted to grow into a role where I could be even closer to the customer. In my previous positions, the focus was more on video banking and I didn’t have my own customer portfolio. As a personal banker, the scope is much broader. You are your customers’ primary point of contact, and you guide them along their financial journey.

What attracted you so much to this job?

The human and commercial aspect. Just like in sport, results count. I find that challenge energising. At the same time, you build a relationship with your customers. You get to know them, come up with ideas together and look beyond that point in time. It’s that combination that appeals to me immensely.

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

As a personal banker, you advise customers in 4 main areas: protection, wealth accumulation, pension and projects. You present the bigger picture, think ahead and help customers make choices that are right for their lives today and also tomorrow.

So, it’s much more than just giving advice. You bring calm and provide direction and help them make thoughtful decisions.

What makes this role so fascinating?

The combination. No days are the same, no customers are the same and no conversations proceed identically. That makes the job really fascinating.

Let me give you a specific example. When you can show a customer that investing at that moment can be a strong way to fight inflation, and that customer goes on to truly experience the added value of this, that is very satisfying.

When do you feel: this is where I am really making an impact?

Often in those moments when customers are not quite sure. When there’s movement in the markets, when there are questions about the future, when people wonder what the right choice is, that’s when you notice how important it is for them to have someone by their side. They need someone who helps them make thoughtful decisions and takes a long-term view without losing sight of the short term.

What often surprises people about the job?

The role is much broader than they think. We are not ‘pushy salespeople’. We work with solutions tailored to the customer in cooperation with reputable fund houses, possibly complemented by thematic funds.

We listen, analyse and give advice. You do what is right for the customer.

What does a typical working day look like?

I usually have 3 to 5 customer appointments in a day, on top of administration, follow-up and lead management. We coordinate with our team on a weekly basis. We also organise events several times a year with customers and for them (e.g. investment conferences).

I start my day with an economic update from the ING Investment Office, and sometimes it ends with a video call. Home visits are also part of the job. That flexibility is really a plus for me. You have freedom in how you organise your day, and at the same time you stay very close to your customer.

What energises you in this role?

The fact that you combine several things every day: content, relationship and result. You follow the latest economic news, deep-dive into financial topics and translate complex issues into clear advice. At the same time, you build trust with customers. And yes, that commercial challenge also motivates me - seeing opportunities, getting results, meeting targets - but always with the customer as the starting point.

How important is teamwork?

You have autonomy, but also a team behind you. That combination works well.

You manage your own customer portfolio and are given a lot of responsibility, but you are never alone. In Ghent, I work as part of a team of 5 colleagues within personal banking. But I can also count on 5 financial experts who are my point of contact for everyday banking. We coordinate, brainstorm ideas and help each other move forward. That support was especially valuable to me when I was starting out in this role.

How does ING help you grow?

This is where ING really makes a difference. You get opportunities, to learn, to get qualifications, to progress. Through training, market updates and guidance from colleagues and your manager, you quickly build expertise and grow in your role.

My own experience also shows that. I started out as a cashier, then worked on the reception desk, then as a customer coach, a retail investment banker and a remote investment adviser, ultimately becoming a personal banker.

Why do you love your job so much?

Because you can really make a difference in this job. You build a strong relationship with your customers, provide tailored advice and combine this with clear commercial objectives. It is precisely this mix that makes the job so interesting.

For people who enjoy working with customers, have an interest in financial topics and appreciate autonomy and a good work-life balance, this is a very attractive job.