Operations Professional Klachten Circle

Operations Professional Klachten Circle
 

Are you looking for the opportunity to take the next step in your career? Are you passionate about surprising and surpassing the customer’s expectation? Do you think in solutions and are satisfied customers what makes you happy? Are you interested in complaint handling and ready for a new challenge? Then ING is offering you this opportunity within the Complaints Circle!
 

What is our ambition?

As Complaints Circle, we want to be there for the customer when the service does not meet the customer's expectations or when something goes wrong. We want to resolve the complaint for the customer and make the customer satisfied again or even more satisfied with ING. Moreover, every complaint is free feedback ING receives and helps us to continuously improve in terms of quality, process optimization and complaint prevention.

Your role and working environment

The Complaints Circle aims to surprise the customer in a positive way and exceed their expectations. At the Complaints Circle, we think in terms of possibilities and not limitations. You listen carefully to the customer's needs based on the complaint submitted, and based on that, offer the best possible solution balancing the interests of both the customer and the bank. You record customer contact properly in systems, go through all customer processes properly, and take into account applicable laws and regulations.

You work in a Circle with about 20 colleagues across 2 CLTs who are responsible for most of the complaints within the COO domain. This includes product groups such as payments and savings, but also successions, mortgages , legal admin and lending.

The Complaints Circle is looking for reinforcement in the CLT that focuses on payments and savings , legal admin and lending. This does not mean that you will only deal with daily banking, but that you will also assist on other processes.

How do we measure your success?

· Customer experience and service: you find out the "question behind the question" through excellent analysis, you answer questions correctly and completely and inform customers by telephone and/or letter. Feedback on complaint handling is measured and evaluated periodically.

· You work in an Agile way in a self-managing team according to 'our' Way of Working: you discuss performance with your team, determine improvement actions, learn from and with each other and thus get a little better every day.

· You analyze and process second-line complaints about daily banking matters and you are ultimately responsible for effective end-to-end complaint handling.

· You identify opportunities for process improvement, both for complaint handling and for improving ING customer processes and initiate improvement projects that contribute to complaint reduction.

· You ensure qualitative handling, balancing the interests of the customer with those of ING.
 

What do we have to offer?

· A varied job with opportunities for development;

· Room for your own ideas, knowledge and experience;

· A lot of personal responsibility;

· Attention and guidance for your personal development;

· The opportunity to bring out the best in yourself;

· A job with a lot of customer contact;

· An organization that gives not only its customers, but also its people a WOW feeling!
 

Who are we looking for?

We hire smart people like you because of your potential! Our greatest expectation is that you are curious, keep learning and take responsibility. In return, we support you to develop into an even better version of yourself. Furthermore, you have:

· A completed education on at least MBO-4 level and a diploma WFT Basis;

· Extensive product knowledge of daily banking matters. This gives you the tools to handle complaints efficiently and end-to-end;

· Excellent conversation skills, allowing you to empathize with the customer and the complaint. You understand the complaint, so you can quickly get to the root of the problem. You know what information you need for the desired solution;

· Flawless written expressions. Your written expression skills ensure that you are able to communicate clearly, transparently and accessibly so that all stakeholders understand at once what it is about. Thus, you are able to communicate at different levels;

· The ability to give feedback to colleagues. Our goal is to do a little better every day. Giving and receiving feedback (and acting on it) is important to us. By doing so, you help others be successful;

· The power to take things on and make them happen. If you see something that could be better you don't wait, you make sure action is taken to improve immediately. As a result, we learn from our complaints and make sure signals reach our Tribes.
 

Rewards & benefits

We want to make sure that you can find the right balance between your career and private life. Learn more about our terms of employment here.

The benefits of working at ING include:

· We offer a gross salary from €2.633 to €4.409 (monthly; salary scale 7)

· 24-27 vacation days depending on your contract

· Pension plan

· 13th month's salary

· Individual savings contribution (BIS), 3.5% of your gross annual salary

· 8% vacation allowance

· Personal growth and challenging work with endless possibilities

· Hybrid working; you work both at home and in the office

· An informal work environment with innovative colleagues

· Flexible working so that new ideas come to life faster
 

Are you going to apply?

We'd love to see that, of course. We would love to meet you! Are you already sure of your choice and want to get started as Operations Professional at the Complaints Circle? Then apply directly via the application button below.

The application process is as follows:

1. A pre-selection will be made based on your CV and cover letter;

2. The pre-selection will be followed by a selection interview;

3. Immediately after the interview, you will take a written assessment;

4. Optionally, a reference will be requested from your current lead.

Do you have any questions? Then send an email to Fabian Jilderda, Circle lead of the Complaints Circle: fabian.jilderda@ing.com