Job Description

Do you want to help ING achieve its mission of supporting 1 million customers in becoming financially healthy?

We are looking for a Policy Expert within Collections who is passionate about improving customer outcomes for people facing financial difficulties. In this role, you will combine your expertise in policy, regulatory compliance, and customer journey management to translate complex requirements into meaningful improvements for customers and the organization. You will play a key role in ensuring that Collections remains compliant while continuing to deliver personal, easy, smart, and frictionless solutions.

The Team

Collections NL aims to make a difference by being the trusted partner of customers experiencing financial difficulties. We focus on preventing customers from entering financial distress and helping those with ING-related debt resolve arrears sustainably.

The team develops digital and self-service solutions while providing personal support for customers facing complex financial challenges. Collections operates in an increasingly regulated environment and works closely with internal and external stakeholders on topics such as debt collection legislation, credit risk management, sourcing compliance, and financial health initiatives.

In this role, you will be part of the Delivery side of the Tribe and report to the Product Lead Arrears Management. You will collaborate closely with fellow policy experts, Collection squads, and the Safe Business Officer.

Roles and Responsibilities

As Policy Expert Collections, you will be responsible for ensuring regulatory and policy compliance while supporting business objectives through effective risk management and customer journey improvements.

• Translate internal and external regulatory and policy changes into clear customer journey and process improvements.
• Own and ensure adherence to credit risk policies within the Collections domain.
• Monitor and assess the impact of new legislation, including developments such as CCDII.
• Partner with Collections squads and Retail product teams on risk-related topics and policy implementation.
• Support compliance with industry conventions and regulatory requirements within debt collection management.
• Monitor and manage compliance with ING's Sourcing Policy.
• Drive proactive contract management activities with external partners.
• Collaborate with stakeholders across the organization to balance customer outcomes, risk management, and business objectives.
• Identify opportunities to improve processes, customer journeys, and operational effectiveness.
• Provide expertise and guidance on regulatory and policy matters impacting Collections.

Success Factors

We hire smart people like you for your potential. Our biggest expectation is that you remain curious. Keep learning. Take responsibility. In return, we’ll support you in becoming an even better version of yourself.

• Experience with first-line risk management or a strong affinity for this field, enabling effective risk ownership and decision-making.
• Knowledge of the debt collection domain and its regulatory landscape, helping ensure compliant and customer-focused solutions.
• Strong stakeholder management skills, allowing you to align risk considerations with business objectives.
• Proven ability to drive change through policy implementation, process improvements, or cross-functional initiatives.
• Strong analytical capabilities to assess complex regulatory requirements and translate them into practical actions.
• Experience working with credit risk policies and understanding their impact on daily operations.
• A curious and inquisitive mindset with the ability to prioritize effectively in a dynamic environment.
• Proactive and collaborative working style that strengthens relationships across teams and functions.
• Ability to convert insights into actionable improvements with measurable business impact.
• Fluency in English; Dutch language skills are considered an advantage.
• Current residency in the Netherlands.
• Completed HBO or WO education.

Rewards and Benefits

At ING, we want to make sure that you can strike the right balance between your career and personal life.

Find out more about our employment conditions

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About Us

ING is committed to empowering people to stay one step ahead in life and in business. We believe diversity, inclusion, and different perspectives help us create better experiences for our customers and colleagues. Together, we work towards building a more sustainable and financially healthy future.

Questions

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