Customer Loyalty Team member III - Circle Customer Interactions – Ghent/LLNGJA: 13

Your Role and Work Environment

At ING Belgium, customer satisfaction is our top priority, and it's a mission shared by Client Services. The Customer Loyalty Teams (CLT) strive to anticipate and exceed our customers' expectations daily. More than just standard customer service, we offer a unique experience, the ING Touch.

To join Client Services, it is essential to have the appropriate knowledge, skills, and attitude. Our 'Orange Culture' is at the heart of our approach. This means being passionate about customer service, fully assuming responsibilities, being innovative, constructive, working as a team, trusting colleagues, and prioritizing collective interest over personal interests.

Do you treat the customer like a close friend and providing an exceptional experience energizes you? Are you ready to join a dynamic team to innovate the banking sector by placing customer satisfaction at the center of our strategy?

Are you an enthusiastic person who proposes solutions to improve the customer experience and is only satisfied when the customer gets the best possible result? Do you want to guide and advise our customers?

If so, we have found the position for you!

At Daily Banking Private Individuals, we are the point of contact for individual customers and answer all questions related to daily banking. Together, we handle end-to-end customer contacts.

Your Main Responsibilities

Responsibility in Customer Interactions:

• Excel in customer satisfaction and continually exceed expectations
• Answer customer questions and resolve their issues from A to Z, while identifying business opportunities
• Ensure customer processes run smoothly
• Provide remote advice to customers, mainly by phone and chat
• Establish a privileged contact with customers and prospects
• Collect feedback from customers and colleagues, and escalate it to improve the customer experience
• Be an ambassador of ING to your customers, colleagues, and close ones
• Promote digital solutions to customers and colleagues
• Carefully encode customer contacts in systems
• Consider current legislation and regulations
• Take on all other challenges that come your way

Additional Responsibilities that may be added:

• Monitor the progress of others' work and continuously provide feedback to optimize CLT's working methods
• Provide feedback to colleagues on project progress and formulate action plans
• Propose improvement ideas within the Circle
• Perform quality checks
• Remove blocking elements to ensure task progress

We are looking for

A colleague who is not afraid to take the plunge and achieve results, who is enthusiastic about helping others succeed, and who is always one step ahead. In other words, you strive to bring new ideas and accept challenges in a complex and rapidly evolving environment. You are someone who constantly collaborates with colleagues and listens to them to achieve common goals. You dislike the status quo and are committed to proposing creative solutions to problems.

As a Customer Loyalty Team Member, you must also:

• Demonstrate a flexible attitude: you don't mind working during extended opening hours from 8 am to 10 pm (currently 8 am-6 pm) and, if necessary, on Saturdays from 9 am to 5 pm or lending a hand to another team
• Have a commercial mindset and consider commercial results, customer orientation, and entrepreneurship
• Have a digital mindset
• Know how to analyze and solve problems
• Achieve results even in difficult circumstances
• Proactively seek new ways to develop yourself
• Have autonomy and a sense of responsibility
• Be ready to obtain the required certificates from the FMSA necessary for your activities
• Be willing to learn what is necessary for your role
• Bachelor's degree
• Be able to communicate positively and have an impact
• Speak: in addition to FR, knowledge of NL is required (European standard level B2). Additionally, speaking English and/or German is an advantage.

Writing: excellent command of the French language. You can manage conversations in English. Excellent typing skills You have good concentration ability and are naturally multitasking (up to three chats simultaneously)

We offer you

A clear objective, a unique offer, and a flexible remuneration package accompanied by other benefits:

• Personal fulfillment and stimulating 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 preferred over conventional ones
• An environment that offers great opportunities for personal development
• Additionally, within the Daily Banking Private Individuals department, you can count on numerous opportunities to invest in your professional and personal development.