Customer Loyalty Team Member III - Bank Guarantee and Corporate Lending - Screener III

Within the Circle Bank Guarantees & Corporate Lending, there are two separate teams responsible respectively for Bank Guarantee products and Wholesale Banking (WB) Lending products.

The Bank Guarantees unit consists of four Customer Loyalty Teams (CLTs):

• Customer Contact,
• Screening,
• Production, and
• Specialists.

Members of the Screening CLT are responsible for analysing, preparing, and forwarding each request or task to the appropriate processing channel, as well as managing the prioritisation of incoming requests. They also fulfil the role of RPA Operator.

You report hierarchically to the Circle Lead of Bank Guarantees & Corporate Lending.

A day in the life of a Bank Guarantee Customer Loyalty Member IV in the Screening Team
You analyse each incoming request, ensure completeness and consistency, and forward it to the correct Production team in ING HUB BE or ING HUB PH. You also process specific documents needed for automated guarantee handling.
You work in a constantly evolving environment with new tools, automation, digitalisation, and cross‑border collaboration.

Main responsibilities:

• Analyse incoming requests for consistency and completeness
• Route, distribute, and prioritise files
• Prepare specific documents
• Act as RPA Operator, perform daily controls, intervene when needed, and collaborate with the central RPA team
• Handle telephone permanence and physical mail processing

The required competencies for this role

• Solution‑orientation: you propose solutions and do not hesitate to think out of the box when the situation requires it.
• You are able to work both autonomously and as part of a team in managing your tasks.
• People‑orientation: you are aware of the needs and capabilities of your colleagues.
• Analysis: you are analytical and critical when assessing customer files, decisions, or requests. You can combine all these aspects to ensure the file is ready for distribution as quickly as possible.
• One Team: you interact with colleagues in Belgium and in the hubs, ensuring a correct distribution of files.
• Knowledge: you have (very) strong knowledge of the different types of bank guarantees, securities, and credits.
• Communication: you communicate as efficiently as possible with the customer, by phone whenever possible.
• Resilience: you maintain good oversight while performing multiple tasks, even during peak activity.
• Organisation: you are well‑organised and structured in your approach.
• Tools: you work with multiple tools and programs in parallel. Knowledge of S‑now/PEGA, TI+ and MS Office (Word, Outlook, Copilot…) is an asset. A general affinity for IT is an added value.
• Continuous improvement: you are attentive to improvement opportunities, discuss them with your Circle Lead, and are willing to contribute to the solution.
• Risk: you keep yourself informed about regulatory changes related to your working environment and are able to apply them correctly in your daily tasks.
• Languages: you have excellent knowledge of French and Dutch, and a good knowledge of English.
• Orange Code: our Orange Culture holds no secrets for you. You take ownership and deliver, you help others succeed, and you are always one step ahead.