Complaints Operations Professional - CX & Complaints Circle

Turning Complaints into Smiles
Is supportingthe customer your passion Do you think in solutions and get energized by satisfied customers Do you also enjoy working with a diverse group of internal customers Then this is your opportunity because were looking for you!

The Team

The CX & Complaints team is part of COO Strategy & Employee Experience and focuses on change projects towards Client Services NL including the areas of Retail Contact Centre KYCC & CS Daily Banking Business Banking & Lending Collections and Fraud. By addressing these changes centrally we contribute to an excellent employee and customer experience. The scope includes not only Complaints but also Consulting (Change Experts in the field of Performance Management) User Access Management and Reporting & Analytics.

Roles and Responsibilities

As an Operations Professional in Complaints Management you play a key role in ensuring a high-quality and customer-centric complaints process. You will be part of the Complaints Circle and will be responsible for analyzing and resolving 2nd line complaints identifying opportunities for improvement and contributing to the professionalization of complaints handling within the COO domain. You work closely with internal stakeholders to continuously improve processes and tools that support an excellent customer journey.

You are responsible for a smooth and respectful complaint handling experience for customers:

• You analyze and handle second-line mortgage complaints. Additionally you act as a flexible support (flying keeper) for other complaints received within the Complaints Circle.

• You communicate with customers both by phone and in writing ensuring they look back positively on how their complaint was handled.

• You identify opportunities for process improvement both in complaint handling and in broader ING customer processes and initiate improvement initiatives.

• You ensure high-quality complaint resolution balancing the interests of the customer with those of ING.

• You continuously work on quality improvement and contribute to both internal and external audits.

How to Succeed

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

• You have completed at least an MBO-4 level education and hold a WFT Basic certification.

• You possess excellent communication skills can empathize with the customer and show genuine understanding. You are able to get to the heart of the complaint quickly and know what information is needed to form a clear picture and identify potential solutions.

• Your written communication is flawless. You can express yourself clearly transparently and accessibly ensuring all stakeholders immediately understand the message. You are therefore able to communicate effectively at various levels.

• You have extensive product knowledge within ING including Mortgages covering both retail and business processes. This enables you to handle complaints end-to-end and efficiently.

• You accurately document customer interactions in the relevant systems and follow all customer processes (in KING) correctly always in compliance with applicable laws and regulations.

• You are confident in giving feedback to colleagues and understand the value of receiving feedback. Our goal is to improve every day. Giving and receiving feedback (and acting on it) is essential to helping others succeed.

• You are a strong team player and collaborate effectively to contribute to team performance.

• You are proactive and take ownership. When you see something that can be improved you dont waityou take action to make it better. This way we learn from complaints and ensure that signals reach our Tribes.

What We Offer

• A short term full-time position (36-40 hours/week) with prospect of a permanent position

• A competitive benefits package (scale 8).

• An inspiring work environment with opportunities for personal development.

Rewards and benefits
We want to make sure that its possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:
25-28 vacation days depending on contract

Pension scheme

13th month salary

8% Holiday payment

Hybrid working

Personal growth and challenging work with endless possibilities

An informal working environment with innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward Discover what we do and what we can offer you.

Questions
Do you have any questions about this vacancy Do you have any questions about this vacancy Contact Carmen van den Borne Lead CX & Complaints.