Customer Journey Expert - Credit Monitoring & Problem Loan Management

Lending is critical for our business banking customers to operate and grow. Granting loans is however not sufficient. We also must ensure customers are able and willing to pay back.

Within the cluster Credit Monitoring and Problem Loan Management, this is what drives us. Our aim is to help customers stay financially fit while enabling ING to stay in control of credit and sustainability risk.

We are responsible for all journeys ranging from detecting increased credit risk within our group of healthy customers up to and including supporting customers in intensive care.

We achieve this by placing the customer in the driving seat​, providing streamlined digital journeys, and leveraging on internal and external data.

We are looking for a customer journey expert who wants to help design, implement, and maintain these journeys, in close collaboration with our stakeholders and IT engineers.

Want to know more? See what our colleagues say about this role:

https://www.ing.jobs/nederland/Vakgebieden/Marketing-Communicatie/Customer-Journey-Experts.htm

Why should you become a Customer Journey Expert at Tribe Business Lending?

Do you understand that:

• Data is key to be in control of our journeys and create value for our customers
• Embedding policy rules in our tooling helps users and ensures compliancy
• Insights into portfolio performance helps in defining our risk approach for new loans
• Early detection is more effective than efficient remediation
• A customer in intensive care can require a specific approach, but still be tackled through the same flows
• A simple customer journey requires a lot of complexity in our systems
• Automation without standardization is impossible
• Business Lending is a constant balance between risk and commerce

If you understand all this, you are the candidate we are looking for!

Roles and responsibilities

You are going to make the difference for the Business Lending clients!

The Tribe Business Lending has a full roadmap for the coming years! Ambitions come from multiple angles. We need to make sure we stay in control while enabling growth ambitions. This means that we need to design scalable journeys that adequately embed policies and regulations, while at the same time enabling our colleagues to help our clients even better. It requires a very good understanding of both customer expectations and expectations from internal and external stakeholders.

A big challenge? It certainly is!

The team

Together with your end-to-end squad and within the cluster, you are responsible for customer journeys and the associated applications and processes. Together with our stakeholders, we identify impact of policy or regulation changes or assess employee and customer journey improvements. We define and align on implementation plans and designs in the journey. Afterwards, we implement changes with the engineers in our squad. You will gain experience in implementing IT changes and process improvements. You will work intensively with the engineers in your squad.

Your work environment

ING operates entirely based on the Agile philosophy. You will work with different expertise in self-managing multidisciplinary teams (squads). With over 20 squads in the Netherlands, Belgium, and India you form the Cross-border Tribe Business Lending.

As a Customer Journey Expert, you will also work closely together with stakeholders such as Sales, Customer Loyalty Teams, and Credit Risk Management. These stakeholders are in the different client segments. You work on the applications of Business Lending for which digitalization, scalability and user friendliness are essential for both the client and ING colleagues.

You are working on the future of Business Lending in which you develop digital, customer-driven processes in new workflow systems. You will do this from a Minimum Viable Product perspective and help others in the team to be successful by coaching them.

In addition, you will be busy solving internal problems and helping to implement policies within the financial sector.

Finally, you work closely with the users of the systems, answering user and technical questions and providing documentation.

How to succeed

You have an enthusiastic and proactive attitude; you want to make an impact and see results. You are curious, have a hands-on mentality and are eager to learn. You are willing to develop or enhance key knowledge on key risk mgt processes such as Forbearance, Unlikely to Pay and covenant monitoring. In addition, you enjoy working in an international team and like a challenge. You have a passion for client improvement and digitalization within the financial sector.

• Minimum five to eight years relevant work experience
• University degree
• You are a strong communicator, with an excellent command of the Dutch and English languages.
• A financial background with knowledge of Business Lending
• Experience within Credit Risk Mgt or strong affinity with Credit Risk Mgt topics is a strong plus.
• You are flexible, enthusiastic, binding and you have a service and client-oriented attitude.
• You have a hands-on mentality, are a team player and are result oriented.
• You work accurately, are highly organized and deliver high-quality work.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

Want to apply directly?

Please upload your CV and motivation letter by clicking the “Apply” button. 

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.