STA Digital & Financial Health (LWD or AMS)

Do you want to make a real impact on customers financial health

Are you passionate about supporting customers in financial difficulty and eager to learn across different domains Do you thrive in dynamic environments where flexibility and problem-solving are key Do you desire to make an impact on vulnerable customers Can you quickly master new content Do you want to broaden your skill set and learn about a totally different area of the bank Then this role might be perfect for you!

Your working environment

At ING we make a difference by being our customers partner in times of potential financial difficulties ensuring that no customer falls into arrears.

Our ambition is to help customers with financial concerns in a sustainable and effective way. This means putting the customer at the center focusing on prevention guidance and long-term recovery. We always try to empower our customers to take ownership of their financial situations by supporting them through our extensive self-service capabilities. We adapt quickly to changes in legislation technology and customer needs while supporting our employees with the right tools processes and knowledge.

Within the Supercircle Collections we work with self-organizing Customer Loyalty Teams (CLTs) grouped into Circles. Together they form an organization of about 90 FTE. The Supercircle plays a central role in achieving INGs societal goals around financial health.

About the role

This is a unique opportunity to gain experience in two key areas of Collections. For the first three months you will work in the Early (Digital) Team focusing on customers at the start of financial difficulties. You will help solve customer problems through incoming call chat and outbound call. You will help prevent escalation by offering proactive standardized solutions and empathetic support guiding customers to find digital solutions and grow their independence. You will learn about various financial products our systems socially responsible debt collection and financial health.

Afterwards you will transition to the Financial Health Unsecured Team for another three months handling more complex cases involving unsecured products. You will manage your own customer portfolio and support the team on incoming traffic. Here you will guide customers through tailored solutions aimed at sustainable recovery. You will be the dedicated point of contact for customers with unsecured products analyzing their financial situation determining the right strategy and applying appropriate solutions such as Financial Fit or Restructuring Credit. You will manage your own portfolio of customers and ensure proper closure or transfer when needed.

After completing these six months and if there is a mutual fit there is potential for a permanent position within Collections.

Your responsibilities include:

• Solving customer questions through incoming call and chat; directing them to the digital self service route or offer standardized solutions.

• Pro-actively reach out to customers through outbound call.

• Supporting customers with financial concerns through proactive and empathetic conversations.

• Handling cases from start to finish ensuring clarity and continuity for the customer.

• Managing your own customer portfolio and providing customers with solutions to solve Financial Difficulties

• Collaborating with colleagues to share insights and improve processes.

• Contributing to projects that strengthen customer experience and operational efficiency.

Who are you

• Customer-focused empathetic and solution-oriented.

• Strong communication skills; able to handle sensitive conversations with confidence.

• Flexible and thrive in a dynamic environment with changing priorities.

• Quick to pick up new content and learn new skills (three months per team).

• Eager to learn and adapt quickly to new processes and systems.

• Take responsibility and make decisions within your authority; open to feedback and continuous improvement.

What do you bring

• HBO working and thinking level.

• Experience with customer contact or collections.

• Affinity with financial health and sustainable customer solutions.

• Analytical and independent but also a team player.

• Affinity with socially responsible debt collection.

• Fluent in Dutch and good command of English.

• WFT basis (requirement before starting the STA)

• Ability and desire to get WFT Consumptief Krediet before starting the final 3 months (required for FH unsecured)

What do we offer

• A unique role with experience in two different teams within Collections.

• A meaningful position with real societal impact.

• A dynamic environment with room for personal growth and development.

• Hybrid working: partly from our offices in Amsterdam or Leeuwarden partly from home.

• 36-hour work week.

• Opportunities for a permanent position after six months.

Ready to apply
Upload your CV and motivation letter and tell us why you are the right candidate for this role! For questions about the position please contact Julia Trimbos super circle lead Collections