Job Description

Customer Loyalty Member IV Business Lending
Real Estate – Ghent

Your Role & Work Environment
Within the department of client services, Customer Loyalty Teams strive every day to exceed our customers’ expectations. This is therefore not a standard customer service department. To become part of one of the CLT teams, you need not only the right knowledge and skills, but also the right mindset and personality. Our Orange Culture is our guiding principle. Within this culture, end-to-end responsibility, entrepreneurship, teamwork, trust in colleagues, and prioritizing team goals over individual interests are key.
Is the customer truly king for you, and does delivering outstanding service give you energy? Do you want to be part of an exciting journey where we redefine banking from a customer-centric perspective? Are you an enthusiastic individual who enjoys working in self-organising teams, thinks in solutions, and only settles for the best results for customers? Do you want to support our clients in their banking needs?

Then we have the perfect opportunity for you!

Your Key Responsibilities

As a Customer Loyalty Member Real Estate, you are responsible for the end-to-end handling of complex customer files within the Real Estate domain. You combine excellent customer focus with strong process knowledge, risk awareness and ownership, and you actively contribute to quality, knowledge retention and continuous improvement within the circle.

• You handle customer questions and issues related to complex financial Real Estate
  products and services via email and phone.
• You act as a key point of contact for customers, front office, notaries and other internal and external stakeholders.
• You consistently strive for an outstanding customer experience (WOW effect) and actively contribute to the retention of dissatisfied customers.
• You ensure accurate, timely and professional handling of every customer request.
• You take full ownership of your files and follow them up end to end.
• You register customer contacts and file actions correctly and completely in the relevant systems.
• You continuously monitor the quality, accuracy, completeness and timeliness of Real Estate files.
• You work in a structured manner within complex SLAs and strict deadlines.
• You conduct in-depth analyses and investigations for non-standard or complex customer requests.
• You handle reputation-sensitive cases with care, discretion and professional maturity.
• You proactively identify and escalate risks and process deviations within Real Estate files.
• You perform quality controls and dual control within Inlife Management and/or Contracting.
• You always act in compliance with applicable laws and regulations, policies and guidelines within Real Estate.
• You act as a second-line control for Risk, Compliance & Quality on a sample of activities.
• You collaborate closely with colleagues and other stakeholders within the team.
• You provide clear feedback to CLT colleagues on the status of files and translate this into concrete action plans where needed.
• You take an active role in coaching and training colleagues (classroom and on-the-job).
• You identify knowledge gaps and provide targeted input to trainers for the development of training programmes.
• You build in-depth expertise and contribute to knowledge retention, best practices and process improvements within the Real Estate circle.
• You actively participate in performance and improvement initiatives within the Real Estate circle.
• You take initiative and act as a driver for additional or challenging tasks that contribute to the objectives of the team and the organisation.

What We Are Looking For
A colleague with the ability to take ownership and deliver, who is enthusiastic about helping others succeed and has the talent to always stay one step ahead. In other words, you bring fresh ideas and embrace challenges in a fast-changing and complex environment. You are someone who collaborates naturally, listens actively and invests in others to achieve shared goals. You enjoy challenging the status quo and are driven to propose creative solutions to problems.

As a Customer Loyalty Team Member, you also have:

• A flexible mindset
• A Bachelor’s or Master’s degree
• A commercial and results-driven attitude with strong focus on customer satisfaction, quality and ownership
• The willingness to obtain the required (legal) certifications for the role
• The motivation to continuously learn and develop the skills needed for the job
• A willingness to learn ING processes and products
• Proficiency in Dutch and French
• Knowledge of English and German is considered an asset

What We Offer

A clear purpose, a unique value proposition, a competitive salary and a broad range of additional benefits, including:

• Personal growth and challenging work with endless opportunities to realise your ambitions through training and on-the-job learning.
• A solid understanding of banking, with clear insight into commercial approaches, products and how we deliver customer service.
• An informal, dynamic working environment with innovative colleagues who support your efforts.
• A progressive and flexible way of working, where new ideas are genuinely valued.

You will enjoy a highly varied role, as your tasks and activities may differ from day to day. You will have the opportunity to contribute your own ideas, knowledge and experience within your team and deliver tangible added value by developing the best possible solutions for customers.

Depending on knowledge and experience, the position will be classified in job grade 13 or 14.

We Redefine Banking. And You?
There has never been a more exciting time to work at ING. We are on a journey that is customer-focused, powered by technology and driven by intelligent, determined people. Our customers feel that our people empower them to stay one step ahead in both life and business — and we are proud of that.