Customer loyalty member customer care

Circle Customer Care Member

Employee / CDI | Client Services Area Retail| Experienced | Brussels

Customer Loyalty Member III - Function Class 13

Possibility of HomeWork 50% according to team agreement

Your role and work environment

Circle Customer Care handles customer complaints with the utmost care. The Circle is composed of 2 entities:

• A first entity handles first line complaints (first intervention of the bank) for all products and services marketed by ING;

• A second entity in charge of handling complaints on appeal (challenge first response received) and specific complaints: Ombudsman Bank and Insurance, consumer organisations, Commission for the protection of privacy, as well as complaints:

• Complaints lodged via the Ombudsman for Banks and Insurance/Consumer Organisations/Privacy Commission
• Regarding the bank's policy or the quality of the service,
• Presenting a media or social media risk,
• In collaboration with ‘Special Investigations’
• E-fraud (on appeal)
• Received live from an Exco member
• GDPR

Customer Care is part of Client Services, Area Retail, Daily Banking Private Individuals and is under the responsibility of a Circle Lead.

Your main responsibilities

Managing a claim is a critical moment in the customer relationship. It is therefore essential to deal with it qualitatively.

In this context, you are responsible for End 2 End handling of complaints within the first line entity.  You ensure a complete and professional management of the complaint received in order to avoid its escalation on appeal or to an outside body:

• Receipt and correct registration of customer complaint.
• Finding the necessary information. If necessary, seek feedback from the branch, other departments.
• Analysis of the customer's complaint, the merits of the complaint and/or the liability of the bank.
• In the event of financial intervention, use of powers, autonomy and assumption of responsibility, or request for agreement from the commercial line concerned. 
• Regular contact with the complainant and formulation of a quality proposal/response (easy language).
• Possible accounting for the financial assistance.
• Respect of SLA

You work hand-in-hand with other members of your team to achieve the common goals that put exceeding customer wishes at the centre.

• Thanks to your keen interest, you can easily get in touch with our customers. ING Touch & Hospitality occupies a central place. You don't hesitate to personally call customers when handling complaints and you prioritise the customer.
• ING's NPS and CSAT objectives play an important role in your daily life.
• You don't think only in terms of standard solutions, but you independently analyse the complaint and formulate a suitable solution.
• You work completely independently, take on and assume your responsibilities as a representative of the bank.
• You work to improve team performance, you get back to content, process, and collaboration.
• As a complaints manager, you identify issues with products and procedures.
• You have a network of contacts in your domain. You know who to contact when needed and when expert advice is required.

We're looking for

A colleague who is not afraid to get started and gets results, who is enthusiastic about helping others succeed and who is able to stay ahead of the curve. In other words, you strive to bring new ideas to life and meet challenges in a complex and ever-changing environment. You enjoy working as a team, listening to others, and investing in others to achieve common goals. You like to challenge established situations and want to propose creative solutions to problems.      

As Associate Expert Member Circle Customer Care, you will also need a:

• Bachelor's degree and proven experience in one or more customer service related areas. An experience in an branch or within Client Services is a plus.

• Business orientation taking into account business outcomes, customer orientation and entrepreneurship (management and decision-making autonomy).
• You have strong communication skills, both written and verbal. You are accurate and transparent in your communications to customers, and you can easily express your opinion to defend the bank's position or make a proposal to find an acceptable solution. You are the customer’s primary point of contact and you are meeting the customer’s commitments;
• You are flexible and can adapt quickly to the rapidly changing environment of customer service.
• You are stress resistant and can work under pressure from different stakeholders.

• Knowledge of the organisation, processes and products within the bank. This implies a continuous desire to maintain and develop its knowledge. In the short/medium term, you are able to deal with a wide variety of complaints: all the bank’s products are concerned and you must be able to perform all the tasks within the team;
• You take responsibility for your work. You show initiative and dare to go off the beaten path, ‘out of the box’, in search of solutions and improvements for customers and employees. To do this, you are not afraid to ask critical questions and experiment with various solutions.
• Willems Law;

• Knowledge of common IT tools (Microsoft Office) and systems used (Easy, Salesforce, Iris) but also Webcare/ TAR Web and Free Ticket for financial interventions;

• NL or FR or EN (level B1 European standard) required and ready to learn the other language (FR or NL or EN);

• You are also open-minded and open to feedback

We offer you

A clear goal, a unique offer, and a flexible compensation package with other benefits: 

• personal fulfilment and challenging work with endless possibilities to achieve your ambitions; 
• an informal and dynamic environment with innovative colleagues to support your initiatives;
• a progressive and flexible way of working, where new ideas are favoured over conventional ones;
• a perspective of evolution within the Circle;

In addition, within the Customer Care department, you can count on numerous opportunities to invest in your professional and personal development with: 

• opportunity to participate in specific courses and trainings
• participation in stimulating projects and intensive learning
• individual coaching

We are redefining the bank of tomorrow. What about you?

Working at ING has never been more interesting. We embark on a journey centred around our customers, powered by technology and driven by intelligent and determined people. Our clients feel that our employees give them a head start in both their personal and professional lives. We are proud of it!