Lead Mortgage Advice Central Team Eindhoven

Lead Advisory Team Mortgages Remote Advice Eindhoven

A mortgage is more than a financial product

Buying a home is a major life decision; not just financially but also emotionally. It offers stability a sense of belonging and a place to build memories. Navigating the complex landscape of mortgage products regulations and sustainability choices makes expert advice essential. With the right guidance consumers can build a strong financial foundation and live more sustainably. It goes without saying that ING wants to support its (potential) clients at that moment. Mortgages are also crucial for ING NL both from a client and a financial perspective. Mortgages form a key part of INGs balance sheet and help foster long-term client relationships built on engagement and trust. ING also integrates sustainability into its mortgage offerings supporting the transition to a net-zero economy. This aligns with INGs purpose to empower people and its strategy to deliver unique value through innovation and sustainability.

Mortgages NL delivers strongly to INGs be first strategy and the ambitions to become the most loved most impactful and most valued retail bank in the countries where it operates. Over 600000 Dutch homes are financed with an ING mortgage. ING Mortgages NL aims to be the market leader with firm ambitions in growth and to lead the way in sustainability. Taking out a mortgage is the start (or consolidation) of a long-term relationship with a client and contributes strongly to ING-wide ambitions on e.g. engagement mobile primary customers and broad product ownership.

Advisory Team Mortgages

Roughly 300 advisors in different roles and with different skills of INGs Advisory Team Mortgages (ATW) help (potential) clients (remote and face-to-face) in financing their housing needs and extend the conversation wider to topics such as insurance and general ATW is organized in six clusters. In-Life Management supports clients during life events like divorce or bereavement. The Digital Mortgages Team handles intakes and mortgage increases without advice focusing on lead generation efficiency and conversion. The advisors in five Local teams help clients both remotely and face-to-face with financing their housing needs. They work from home and ING Houses combining scheduled appointments with proactive lead generation from their own networks. These advisors are entrepreneurial expanding conversations beyond financing to include financial health and sustainability. They collaborate with other advisory teams and external partners and are key to INGs local visibility and commercial success. Advisors at the Central teams help clients remotely in financing their housing needs. They are focused on agenda management efficiency and conversion. A number of customer segments require specific marketing collaborations and/or advice e.g. expats newly built and Private Banking/DGA. The focus of this cluster is on the further development of our networks expertise and a customer service delivery that will enable ING to realize its growth ambitions in these segments. The Commercial Strategy & Change Team translates INGs mortgage strategy into action.

The Opportunity

As Lead of the Mortgage Advice Team - Remote Advice you are the driving force behind achieving growth and sustainability ambitions within Remote Advice and your Hub. Your challenge is to provide inspiring pragmatic leadership to strengthen remote advisory capacity and effectiveness with a focus on digital skills and improving conversion. You stimulate sales performance and continuously optimize conversion and efficiency.

You foster a culture of ownership where advisors aim to turn every customer dialogue into a deal. With many new advisors in these teams you build a culture of continuous learning strong customer focus and a blend of digital and human excellence. You translate the ambitions of the Mortgage Advice Team Remote Advice into concrete sales plans for your team. You coach and support your teams to optimize performance in customer satisfaction conversion cross-buy and sales effectiveness while ensuring a safe and compliant environment. With strong commercial drive and a data-driven mindset you identify opportunities and steer your team toward sustainable growth.

Remote Mortgage Advisors assist customers remotely in financing their housing needs. Appointments with (potential) customers are scheduled in their calendars. At the agreed time they provide advice via video call. They excel at creating a connection remotely and winning the customers trust within the first few minutes of the video conversation.

These advisors work in hybrid modefrom home and from one of our so-called Hubsto support customers financial health with best-in-class housing advice. They are organized into six teams with a total of approximately 90 advisors. The mortgage advisors are managed by six Remote Advice Leads.

Roles and Responsibilities

• As Lead Mortgage Advice you are operationally and commercially responsible for the performance of your team within the Hub.
• You successfully build and lead a cohesive team of approximately 20 to 25 Remote Advisors working both remotely and from the Hub.
• Together with partners in the mortgage chain you take ownership of maximizing commercial performance based on digital leads and mortgage advice for customers seeking a new mortgage. You manage staffing number of consultations conversion rates and NPS.
• You inspire and motivate advisors to deliver housing advice that goes beyond financingsuccessfully broadening the conversation to include financial well-being and sustainable living. You actively involve your team in improving efficiency and effectiveness.
• You are responsible for achieving the commercial ambitions and financial targets of your Hub including lead generation conversion fee income customer inflow and cross-sell. And together with your peers responsible for the success of the remote team of ING Mortgages Advice.
• You optimize remote advisory performance by responding intelligently to customer preferences through data-driven work smart routing of sales opportunities appointment management further digitization of the customer journey and distinctive personal contact in a mobile-led experience.
• You provide relevant feedback to Tribes for continuous process improvement and take an active roll in successful implementation of new systems and tools.
• You understand that being a safe and compliant bank along with satisfied employees (eNPS and OHI) are essential foundations for commercial success.
• You stimulate operational performance in areas such as calendar management First Time Right (FTR) and a standardized Way of Working.

How to Be Successful

We hire smart people like you for your potential. Our greatest expectation is that you remain curious. Keep learning. Take return we support you in becoming an even better version of yourself. This challenge calls for a pragmatic leader who is data-driven customer-focused and capable of inspiring and motivating teams to lead the way in achieving our ambitions.

You:

• Have a higher professional education (HBO) level of thinking and working.
• Possess a strong customer focus and a proven track record in commercial performance.
• Have demonstrable experience in motivating and leading (hybrid) sales teams.
• Know how to support your advisors with both commercial and personal challenges and how to inspire en motivate them to take responsibility for their own growth
• Understand customer needs and the role of mortgage advice in financial health and sustainability.
• Have experience with data-driven sales management and remote advice
• Experienced in leading teams engaged in remote advice
• Preferably hold WFT Basic and Mortgage Credit certifications and have up-to-date knowledge of mortgage advice.

Naturally you embody our Orange Code: you take responsibility and deliver you help others succeed and youre always one step ahead.

Your Place in the Organization

As Lead Mortgage Advice Remote Advice you manage a team of approximately 15 advisors. Together with the other Leads you form the Cluster Team Mortgages Remote Advice. You report to the Cluster Lead of the Remote Advice Team.

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. You can find out more about our employment conditions at benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 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

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About Us:

With 60000 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 whats possible and at the same time ensure you work with integrity and hold the customers 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.