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Customer Loyalty Member GZ-2

ING Group Amsterdam, Netherlands
Posted 2 days ago Permanent Competitive
Customer Loyalty Member GZ-2
CLT Member Business Clients Groot Zakelijk (Customer Requests)

Do you want to provide excellent service to our customers? Is surprising and relieving customers

truly your passion? Are you solution-oriented and happy when customers are satisfied? This is your

chance because we are looking for you!

About Area Business Clients Daily Banking

In Leeuwarden, within the Supercircle Daily Banking Business, we handle all customer contacts and

requests for daily banking matters for our business clients. On an annual basis, we interact with

600,000 customers, process an equal number of customer requests, and handle 40,000 chat

contacts.

Our organization consists of several Circles, where similar and related customer activities are logically

grouped. These Circles are focused on:

Efficient processing of customer contacts and requests Adding (commercial) value whenever possible

What do we value?

We are a progressive organization, and our main goals are to provide excellent service to our

customers, efficiently handle their requests, and digitize their experiences. We do this in a

knowledgeable and proactive manner, with dedicated employees who exceed customer expectations

and process requests within set timeframes.

What will you do as a CLT Member?

As a CLT Member, you will process customer requests for business clients. This may involve changing

addresses or legal forms, adding authorized individuals to business accounts, and opening or closing

business accounts. You will handle requests carefully and efficiently. When necessary, you will

contact the customer if the request is unclear. The goal is to ensure that customers can bank worryfree. You will stay up-to-date with relevant information and complete your E-learnings on time.

You will work in a Customer Loyalty Team (CLT) with approximately 11 colleagues. Together with

your team members, you will be responsible for processing customer requests accurately and

efficiently, as well as being available to customers when they need assistance.

Self-management and self-organization are our management philosophy. Therefore, we place

responsibility where the customer expects it: with our team members. Together with your team, you

will be responsible for organizing what is necessary to achieve your goals. For example, you will

discuss daily tasks with your team, and the distribution of tasks may vary each day. The important

thing is to handle customer requests promptly and effectively. We expect you to adapt to these

changes and work together with your team.

What do we expect from you?

It is crucial that you work with precision since accurately processing customer requests is of great

importance. You should be comfortable working with various systems. You are not afraid to give

feedback to colleagues, and you understand the value of receiving feedback. Our goal is to improve

every day. Providing and receiving feedback (and acting on it) is essential. By doing so, you help

others succeed. Furthermore, you are a team player, enabling you to function optimally within the

team. You are someone who takes initiative and follows through. When you see room for

improvement, you don't wait; instead, you take action to implement immediate changes.

In addition, we require:

Demonstrable work and thinking level at least equivalent to MBO-4.

Minimum 6 months of experience in servicing Business clients and knowledge of business customers and business processes within ING.

Possession of a WFT-basic diploma.

Analytical and decisive skills: You can distinguish between essential and non-essential matters and quickly get to the core of the request. When you have all the necessary information, you are confident in drawing conclusions and clearly communicating them to the customer.

Stress resilience: You handle pressure effectively and are not afraid of failure. You are comfortable making mistakes, learning from them, and getting back up.

Self-reliance is important since you will mostly be working from home.

Communication skills: You are proficient in communication. You can express yourself concisely and effectively, choosing your words carefully. In a team setting, you are comfortable providing feedback to colleagues and understand the value of receiving feedback.

Commitment towards ING: Besides our customers your colleagues and the vision of ING are also of interest to you and you put in extra effort towards our Horizon '28 strategy and are an example when it comes to Orange Behavior.

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 awarded.

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.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the "Apply" button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.
Job ID  REQ-10077134
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