The sustainable cure of customers in arrears (2nd line) by assessing the customer’s situation and deploying an appropriate means. Additionally, in dialogues with the customer (mainly by phone), to make sure that the customer is sufficiently aware of the urgency to collaborate with us. You determine the desired solution for the customer, taking into account both the customer’s and the bank’s interest. If necessary, you create a financial business case of the customer (based on extensive I/U form) and challenge the customer on choosing the best means. In this context, a choice is made independently about what fits best, including the "heavier" means to be used, such as the use of the Financial Fit Credit, adjustments in interest rates, etc. The resources deployed shall be recorded in the system and monitored. In addition, the customer will be monitored and assessed during the backlog process. Ensure that ING has met all requirements/duty of care of all supervisors.

Your work environment

You work in a self-steering 2nd line team in the Collections department. Within the team, you and your direct colleagues are responsible for the team's client portfolio. The Collections department is a dynamic working environment, continuous improvement is the most common thing in the world.

Who are you?

You are an enthusiastic person, you are result-orientated, have a large dose of persuasive techniques and the competence "listening and sensitivity" is very well developed. You have knowledge of the world of arrears and then specifically consumer loans and can, even in complex cases, make a good problem analysis and set out an effective and efficient treatment plan on this.

It is important that you can apply different conversation styles. Because you possess analytical competences, you are able to understand the more complex customer situations. You dare to take responsibility and make decisions within your powers. In addition, you can spar with colleagues and you are open to feedback.

It is also important that you have a well-developed sense of (organisational) sensitivity. The group of customers you deal with are often in a financially vulnerable position. From a social and supervisory perspective, it is necessary to be aware of the role you have for customers with financial problems.

How to succeed 

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

Furthermore, you have:

HBO (HBO work and thinking level + number of years of relevant work experience)

Owned by WFT Basic and WFT Consumer Credit

Able to work independently and in a team, to propose solutions and to take personal responsibility

Demonstrated experience in the world of Collections and arrears management

Knowledge of laws and regulations of the field

Able to make financial business case

Eager attitude and familiar with giving and receiving feedback

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://careers.ing.com/en/benefits-NL

The benefits of working with us at ING include:

A salary tailored to your qualities and experience

A salary indication 3,172 EUR – 5,250 EUR based on 36 hours per week

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

Personal growth and challenging work with endless possibilities

An informal working environment with innovative colleagues

Work Agile, so new ideas come to life faster

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.

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.