Customer Loyalty Member III

In this role, you are the voice of ING for our mortgage customers. You guide them through important financial decisions, help them prepare for the future, and make a real difference by turning complex situations into clear, actionable next steps.

The team

You’ll join the In Life Management – Team NoWorryING, where we support all existing mortgage customers. The team focuses on helping customers manage their mortgage lifecycle, with a strong emphasis on interest-only mortgages and customer retention.

We work in an Agile setup and collaborate closely with the Mortgages Tribe to improve propositions and customer journeys. The team culture is open, supportive, and performance-driven, with a strong focus on quality, ownership, and continuous improvement.

Roles and responsibilities

In this role, you are in direct contact with customers for most of your day and play a key part in delivering high-quality service and commercial value.

• Proactively contact customers with interest-only mortgages to schedule and conduct service conversations
• Guide customers through future mortgage scenarios, affordability, and improvement options
• Support customers via telephone and (in a later stage) video calls
• Handle inbound and outbound customer interactions, focusing on service and retention
• Generate leads for Mortgage Advisors and propositions such as ING Upgrader
• Collaborate with intermediaries on portfolio-related questions
• Contribute to team performance by meeting quality standards and daily targets

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, take ownership, and keep improving.

• Deliver clear, value-driven customer conversations that support informed decisions
• Navigate multiple systems efficiently to provide accurate and timely support
• Build trust with customers through strong listening and communication skills
• Take initiative in improving team performance and customer outcomes
• Collaborate effectively within an Agile team environment
• Apply your mortgage knowledge (WFT required) in a practical, customer-focused way

Rewards and benefits

We want to help you balance your career and private life while continuing to grow.

The benefits of working with us at ING include:

• 25–28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% holiday allowance
• Hybrid working (1–2 days per week in Amsterdam – Haarlerbergpark)
• Personal growth and development opportunities
• Informal, collaborative working environment

About us

With around 52,000 employees in 40 countries, ING offers plenty of opportunities to make an impact. We believe in hiring for potential and supporting you to grow into the best version of yourself. Stay curious, keep learning, and take ownership of your development.

Questions?

Please visit our Frequently Asked Questions section for more information.
You can also contact the recruiter listed in the vacancy.

Ready to apply? Upload your CV and motivation letter via the Apply button.

If you want, I can also tighten this further for a specific audience (e.g. internal mobility / junior vs experienced) or add a sharper commercial angle.