Mélissa, personal banker
‘What feeds me in my job, above all, is human interaction.’
Mélissa supports her customers at every major stage of their lives. What drives her? Human contact and proximity to customers.
How would you describe your role as a Personal Banker?
A Personal Banker is a dedicated person who assists a customer through all their projects and life stages. The Personal Banker helps to plan for the future and move the customer forward in their life projects.
So my role as a Personal Banker is, first and foremost, to support my customers at important moments in their financial lives. Whether it’s managing their wealth, protecting their family or financial planning, I’m there to advise them and help them make the right decisions, while building a long-term relationship of trust.
What is the day-to-day life of a Personal Banker like?
My daily life is, above all, about human exchanges. I meet with my customers, we discuss their projects and I propose personalised solutions to achieve their objectives. Every day is different, because every customer has unique needs.
How did you come to be in this position?
I started out at ING working at a branch counter, then held various positions within the branch as an account manager, granting consumer credits, mortgage loans, arranging insurance, etc.
After a few years in this role, I then moved into investment as General Banker investment. Then, in 2021, I took on the role of Personal Banker.
What kind of relationship do you have with your customers?
Above all, it’s a relationship based on trust, because the customer confides about their assets and their private life. As Personal Bankers, we enter their personal space.
It’s also a long-term relationship. I support my customers at different stages of their lives, so there’s a real closeness and continuity in our exchanges. In fact, that’s what drives me, the human contact and the closeness to customers.
Is teamwork important in your job?
Yes, in fact it’s the real strength of the profession. As we are the main point of contact for our clients, we regularly collaborate with other experts to support them – whether for their loans and insurance products or for their professional projects.
We are also supported by a team of economists who define the bank’s investment strategy, taking into account the economic and geopolitical context. This synergy makes it possible to offer a comprehensive, high-quality service.
What I really appreciate in Personal Banking is the mutual support between colleagues, as well as the backing from management and central teams in achieving our objectives.
What are the essential skills or qualities needed to be a good personal banker today?
In my opinion, a good personal banker is above all someone who is able to listen to the other person and who has strong interpersonal qualities. A personal banker also has to be a good teacher and be able to master financial matters while making them comprehensible to customers. You also need to enjoy taking on commercial challenges with a high level of autonomy.
Are you still learning?
Yes, we train continually. The sector is changing fast, so it’s important to keep up to date so that we can always provide our customers with relevant advice. We also have access to a wide range of training courses, covering both financial and behavioural skills.
What makes you proud to be a Personal Banker?
What I’m most proud of is that my customers grant me their trust. This allows me to support them in bringing their projects to life and to see the impact of my work on their lives.
Why does Mélissa like working at ING?
Because of the richness of human contact, the closeness to customers, and the tangible impact she can have on their lives.
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