Contact Center Professional V

Do you enjoy helping business clients move forward?

As a CLT Member, you are the face of ING for our business clients. Every day, you connect with entrepreneurs and small and medium-sized enterprises (SMEs) through phone, chat and digital channels.

You do more than answer questions. You explore underlying needs, identify opportunities to help clients further and create meaningful interactions that add value. You understand that every contact is part of a broader client journey and aim to make that journey as effortless as possible.

By listening carefully, asking the right questions and taking ownership, you help clients find solutions, gain confidence in digital banking and stay focused on running and growing their business.

The team
ING is an international bank with a strong European foundation. With more than 60,000 employees, we serve approximately 38 million retail, business and institutional clients in over 40 countries worldwide.

Our ambition is clear: Empowering people to stay a step ahead in life and in business. We achieve this by helping clients with smart financial solutions and by being an inspiring employer for our people.

Within Business Clients Experience, we support business clients in the Small Enterprise Market (SEM) and Small & Medium Enterprise (SME) segments.

Each year, we handle approximately:

• 300,000 phone interactions
• 100,000 chat interactions

Our ambition goes beyond service. We are evolving towards an Experience Center, where every interaction contributes to a better client experience, stronger client relationships and continuous improvement of our services.

Together, we are a team of approximately 50 colleagues who work every day to create effortless, personal and meaningful experiences for our clients.

You will work in a Customer Loyalty Team (CLT) of approximately eleven colleagues. Together, you are responsible for customer satisfaction, team performance and continuous improvement.

Roles and responsibilities
As a CLT Member, you support business clients with a wide range of banking-related questions and needs while contributing to exceptional client experiences and long-term relationships.

• Support business clients with questions related to Internet Banking, login issues and digital banking services.
• Guide clients through changes in legal structures and company details.
• Assist clients with the installation, activation and use of the ING Mobile Banking App.
• Respond to questions arising from ING correspondence and client communications.
• Support clients throughout KYC (Know Your Customer) processes and related requests.
• Help clients use ING's digital products and services effectively.
• Identify underlying client needs and proactively explore opportunities to improve the client experience.
• Reach out proactively to clients when relevant signals, developments or opportunities arise.
• Conduct meaningful conversations that create value for both clients and ING.
• Contribute to customer satisfaction, continuous improvement and team performance.
• Develop commercial and advisory skills to connect clients with the right expertise, product or service.
• Support the growth of ING's Experience Center by delivering personalized, proactive and relevant client interactions.

On average, you assist approximately 35 clients per day while continuously developing your expertise and making a meaningful impact on client satisfaction.

As your experience grows, you will have opportunities to coach colleagues, contribute to process improvements and play an active role in shaping the future of our Experience Center.

Success factors
We hire smart people like you for your potential. Our biggest expectation is that you remain curious. Keep learning. Take on responsibility. In return, we will support you in becoming an even better version of yourself.

To be successful in this role, you bring:

• Experience in client-facing roles within the business or SME segment, enabling you to understand entrepreneurial needs and challenges.
• Experience handling customer interactions through chat channels and outbound calling activities.
• A Wft Basic certification before the start of the training program, allowing you to become productive quickly.
• Strong communication and interpersonal skills that help build trust and create meaningful client interactions.
• Analytical thinking and decisiveness to identify the core of client questions and provide effective solutions.
• Commercial awareness combined with a strong client focus, helping create value for both the client and ING.
• Resilience and the ability to remain effective in a dynamic and performance-oriented environment.
• The ability to give and receive constructive feedback and contribute to a culture of continuous improvement.
• A proactive mindset that helps anticipate client needs and prevent future issues.
• A genuine passion for helping entrepreneurs and businesses move forward through excellent service and advice.

Rewards and benefits
We are committed to investing in your development. That is why we offer a comprehensive onboarding and development program tailored to your experience and talents.

In addition, you can expect:

• A one-year contract for 32 to 36 hours per week.
• Working hours during office hours (Monday to Friday, 08:30 to 17:00).
• A fully paid four-week training program.
• Opportunities to obtain additional Wft certifications.
• Extensive learning and development opportunities within ING.
• A laptop, headset and monitor for hybrid working.
• The opportunity to develop expertise in business banking and client advisory.
• Career growth opportunities within one of the largest financial institutions in the Netherlands.
• A collaborative team environment focused on learning, development and continuous improvement.

Hybrid working

During the training program, we expect you to work from the office at least four days per week during the first six weeks.

After completing your training, you will work entirely from the office for the first six months. After that, you will have the option to work on a hybrid basis, with a minimum of one office day per week.

Find out more about our employment conditions

About us
At ING, we aim to empower people to stay a step ahead in life and in business. We do this by helping people and businesses make smarter financial decisions while creating a workplace where talent can thrive.

We believe that great client experiences are created by combining expertise, empathy, innovation and collaboration. By joining ING, you will play an active role in helping entrepreneurs and businesses achieve their ambitions.

Discover what we do and what we can offer you

Questions
If you have questions about the role or the recruitment process, please contact the recruiter responsible for this vacancy.

Frequently Asked Questions