Process, Design & Control Expert –  Digital Customer Interaction Processes

GJA 16

Be part of a movement to put the customer & efficiency at the heart of KYC

Joining our tribe means you will be part of our mission to design and implement lean and digital client and non-client facing solutions that are paperless, automated and online enabling a seamless customer onboarding and review experience. You will help us leverage technological capabilities, continuously reduce non value-added process steps and seek to simplify and automate all processes of the customer KYC journey whilst being compliant at the same time. We support operational teams with smart tools enabling them to efficiently control the process and execute it smoothly.

In short, we fight Financial Economic Crime by helping to protect our bank and keep it safe, but we also fight inefficiencies and poor customer experience.

What’s in it for you

We are offering an environment where you can develop yourself, have a positive impact on colleagues and customers, have fun and fight against economic crimes by doing something genuinly important for our bank, our industry and society at large. Join our diverse workforce – both from a skillset and people perspective – and enjoy open and frequent interactions with our people and personal growth focused leadership team that has a youthful spirit.

Your impact

The role we currently have is in the Data Gathering & Operationalization (DGO) squad. Some of the key things you would be doing are:

Managing customer interaction processes related to KYC information from an E2E perspective – Being part of the DGO squad means managing the KYC data gathering customer interaction process preceding the CDD client review from an E2E perspective and implementing a data gathering strategy that limits customer impact and is as digital as possible. Where contacting the customer is needed, your role will be to ensure smooth customer interactions backed by high response rates and seamless digital experiences.

Process efficiency – Identifying & implementing opportunities to make customer interactions related to KYC more efficient to minimize the impact on our operational teams and designing zero-touch operational data gathering processes

 Providing requirements for digitalisation and automation of customer interaction processes to tooling counterparts – You will be identifying oportunities to further digitalize customer interactions and will therefore need to provide requirements to tooling teams and be involved in end-user testing.

Launching outreach campaigns & managing campaign calendar – You will play a key role in identifying clients requiring outreach, structuring, managing & planning and launching client outreach campaigns as well as measuring their success.

Measuring client satisfaction – You will play a key role in measuring client satisfaction and proposing actions to improve client satisfaction in the KYC interaction process.

Ensuring the customer interaction process outputs meet the required quality standards – You will be involved in the optimization of our quality check process to ensure that data collected as part of the data gathering process is within risk appetite and quality targets. 

Linking pin between KYC and customer satisfaction/experience -  DGO is the linking pin between KYC and customer experience.

Who we are looking for – DGO

We are looking for people capable of operating in dynamic, fast paced and agile environments. We are looking for delivery and solutions focused people who are familiar with project management frameworks and for whom the structured end-to-end management of small and big tasks alike is deeply embedded in their DNA. The people we work with are used to managing a multitude of stakeholders and can recognize the critical priorities and success factors of a project.

To succeed you should have most of the following skills:

Make it happen attitude & potential and desire to grow: a can do and curious mind with the desire to grow and learn

Results orientation: the ability to see solutions, not problems. The ability to stay focused on delivery.

Stakeholder management & leadership skills: the ability to listen to and assess the concerns of various stakeholders and to propose balanced and worktable solutions to process gaps

Project management skills: the ability to effectively structure, prioritize and coordinate the implementation of KYC journeys/solutions (big & small) across internal and tribe external stakeholder groups

Process implementation experience: the ability to translate paper-based customer due diligence policy requirements into real life operational processes that are efficient, simple, and customer friendly

Non-financial risk management: understanding of non-financial risk management principles

Know Your Customer process knowledge: the understanding of KYC requirements and processes during onboarding, review and offboarding

If you had joined us last quarter, here’s what you could have done

Played a key role in the design of a new digital client interaction strategy and campaign for Legal Entities

Provided the requirements for the automatic up-front identification of KYC related data points missing for Legal Entities

Revamping our client exit letter to make it more customer friendly

Establishing an outreach dashboard to track and measure the success of our digital and non-digital outreaches

Played a key role in the implementation of a new email interaction tool to facilitate the sending of client emails during data gathering

Proposed ways to optimize the quality checking process part of the customer data gathering

Designed ING BE’s first KYC website

Taken part in the execution of client exit actions and in the optimization of the exit process

Launched and managed digital and non-digital client outreach campaigns