Customer Loyalty Team Member Client Services Business Area

Daily Banking Business Clients - Circle Payments - CLT electronic domestic payment

Customer Loyalty Team Member III (GJA 13)

Your role & working environment

ING in Belgium is in full swing, and that certainly includes Client Services. In this department, Customer Loyalty Teams do their utmost to exceed our customers' wishes every day. So this is not just another customer service department. To be part of one of the agile CLT teams, you bring not only the right knowledge and skills, but also the right personality. Our ‘Orange Culture’ is our guiding principle here. In this culture, taking final responsibility, entrepreneurship, working in teams, trusting your colleagues and team interests above self-interest are central.

For you, is the customer king and does providing good customer service give you a kick? Are you someone who wants to be part of an exciting project where we redefine customer banking from a customer-oriented environment? Are you an enthusiastic person who enjoys working in self-organizing teams, thinks in solutions and is only satisfied with the best results for our customers? Would you like to support our customers in their banking from call, mail, messaging, and (video) chat services?

Then we have found the perfect position for you!

As a Customer Loyalty Member DBBC (Daily Banking Business Clients) Payments and more specifically of the CLT Electronic domestic payments, you are the contact person (direct or indirect) for our business clients for all segments concerning all questions relating to the monitoring of payment files. Together with your CLT colleagues, you will be responsible for analyzing payment files, blocking or unblocking them, and activating mandates for social secretariats,...

Your main responsibilities

• Answering and solving customer questions and problems (from A to Z), looking for commercial opportunities.

• Offer advice to customers via email, phone and chat.

• Continuously exceeding customer expectations: the WOW effect.

• Making a real click with customers and prospect.

• Carefully log customer contact into systems.

• Going through customer processes correctly.

• Taking into account applicable laws and regulations.

• Any other challenging tasks you manage to bring to you.

• Operational handling of the customer request.

• Working together with your colleagues to monitor team results and link appropriate actions to them.

• Working towards continuous improvement through the ceremonies of the agile way of working.

What we are looking for

A colleague with the talent to take on something and make it happen, who is enthusiastic about helping others to be successful and has the gift of always being one step ahead. In other words, you strive to bring fresh ideas and accept challenges in a rapidly changing and complex environment. You are a person who always collaborates, listens and invests in others to achieve shared goals. You enjoy challenging the status quo and are keen to propose creative solutions to problems.

As a Customer Loyalty Team-Member, you must also dispose of the following:

• A flexible attitude, you do not mind working in extended opening hours; currently our opening hours are Monday to Friday from 08.00 to 18.00. Further expansion is not currently foreseen.

• An education at Bachelor or Master level.

• A commercial mindset with an eye for commercial results, customer focus and entrepreneurship; you are driven by client contact.

• You are willing to obtain the necessary (legal) certificates for the job.

• You are willing to learn the necessary skills to perform your tasks.

• Willing to learn ING's processes and products.

• Knowledge of Dutch and French is required.

• Knowledge of English and/or German is an asset.

What we offer you

You will help build the ING of the future.

A clear goal, a unique offer, appropriate remuneration and an additional range of possible benefits such as:

• Personal growth & challenging work with endless opportunities to realize your ambitions through training opportunities and learning different things in the field.

• You will learn what banking is all about and will gain a clear understanding of the commercial approach, products and how we service our customers.

• An informal, dynamic environment with innovative colleagues who support your efforts.

• A progressive and agile way of working where new ideas are valued.

A very varied job, as your tasks and activities may vary from day to day. You also have room to contribute your own ideas, knowledge and experience to your team and add concrete value in coming up with the best solutions for customers.

We are redefining banking. And you?

There has never been a more interesting time to work at ING. We are on a journey focused on our customers, powered by technology and driven by intelligent, determined people. Our customers feel that our people enable them to stay one step ahead in both life and business. And we are proud of that!