Financial Expert Limburg - Leuven

A Day in the Life of a Financial Expert I ​
As a Financial Expert, you are the first, personal, and relevant point of contact for customers in our branches.

You have knowledge of banking products in the broadest sense of the word: general banking, savings products, self-invest – easy invest, consumer lending / online mortgage intake, insurance products. Whatever the customer’s question, you know how to handle it and amaze our (future) customers by translating their needs into successful sales.

Customers often choose the convenience of digital and mobile banking for their daily banking needs. However, they sometimes also need personal contact, and that’s when you become the decisive factor in choosing the right product with us.

When customers visit the branch, you welcome them with open arms.

You turn this moment of contact into absolute added value for both the customer and yourself.

• You present yourself as a trusted partner for the customer’s financial matters and quickly identify their needs.
• You use your excellent product knowledge to offer the best solution for the customer’s financial question.
• You consistently succeed in convincing customers to choose the fastest, simplest, and safest channel: mobile or digital banking.
• You ensure that customer satisfaction (measured via CSAT/NPS) remains a top priority and always assist customers in an empathetic way.
• You proactively detect commercial opportunities. You apply the 360° method and preferably convert these opportunities via digital channels.
• You know exactly when a colleague from another (advice) team can better assist the customer and pass on these opportunities using the correct guidelines and tools.
• You are familiar with the tools ING provides to make customer interactions efficient and digital, such as Iris, Scheduler, Salesforce, etc.
• You uphold and act according to our ‘Orange Behaviours.’

But above all, you don’t rest on your laurels.

You are bold and enjoy proactively approaching customers. You’re not afraid to spontaneously contact customers by phone to invite them for a 360° conversation.

Together with your team, you plan ahead and invite customers to events. During these events, you are the host who ensures a personal meeting. After all, you are the face of ING.

Our customers leave these interactions with a positive feeling, a product, and a wealth of knowledge. They become self-reliant and know what they can do themselves via our digital channels. You are a Digital Expert, and your enthusiasm and expertise inspire them.

The building blocks of KPIs will be the same for Financial Experts Level I and Level II: hospitality, digital coaching, expertise, and commercial skills. However, ambition levels will differ, as was previously the case between the KPIs of roles now evolving into Financial Expert.

When Are You Successful?

We hire smart people like you for your potential. Our biggest expectation is that you remain curious. Keep learning. Take responsibility. In return, we will support you in growing into an even greater version of yourself.

• Commercial strength: Closing a sale gives you great satisfaction. Translating customer needs into our product range is second nature to you. A commercial KPI motivates you.
• Conversation partner: You are interested in the person behind the question and can add a personal touch to the interaction.
• Customer focus: You can quickly analyze a customer’s situation and uncover latent needs.

For every customer, you aim to deliver an outstanding experience through empathetic digital guidance and high hospitality standards.

• Personal connection: You easily connect with different types of customers.
• Communication: You are strong in communication and can explain complex topics clearly.
• Customer coaching: You know the boundary between informing and advising and apply it correctly, including referrals.
• Patience: You can maintain an overview on the work floor, even when it’s busy.
• Planning and organizing: You are entrepreneurial and can plan and organize high-quality events when required.

As a Financial Expert I, you get the chance to:

• Grow further into Financial Expert II. In this role, you focus even more on converting needs into commercial results and turning customer contact into a Primary Mobile customer.
  

The Team

• A branch consists of several Financial Experts, a Branch Lead, and (remote) advisory teams that provide support.
• The Financial Expert is the first impression a customer has of ING. You are the face of ING.
• You report to the Team Lead Financial Experts & Cashiers.
  

A clear purpose, a unique proposition, and a range of flexible compensation and other benefits such as:

• Personal growth & challenging work with endless opportunities to realize your ambitions
• An informal, dynamic environment with innovative colleagues who support your efforts
• A progressive and flexible way of working where new ideas are valued
  

Within the [Daily Banking & Client First] department, you can count on a wide range of opportunities to invest in your personal and professional growth, with:

• Personal growth & challenging work with endless opportunities to realize your ambitions
• An informal, dynamic environment with innovative colleagues who support your efforts
• A progressive and flexible way of working where new ideas are valued