Customer Experience Analyst | Client Services (CS) Area KYC Operations

Customer Experience Analyst | Client Services (CS) Area KYC Operations

Are you customer-oriented, verbally and written brilliant, and dream of creating a flawless experience for our customers every day? Then this role might be for you.

What are you going to do?

You will work in the new Center of Customer Experience, part of the Center of Expertise QR, MI, and Finance & Risk. The team consists of experienced and ambitious colleagues, each with their own expertise. The CoE includes a team of data analysts responsible for creating management information, the QR Team responsible for assessing/improving quality to ensure ING meets WWFT requirements, and Education that provides tailored training to the KYC Center and soon the CX Team. The newly established Center of Customer Experience will be responsible for approaching customers in any form. Despite the differences in expertise, the teams within the CoE work closely together.

Roles and responsibilities

• Customer Focus: You know how to help dissatisfied customers so that they want to do all their banking with ING. You are not afraid to have real-time (chat/phone/video) contact with the customer.
• Feedback: You do not hesitate to give colleagues feedback, always seeking the balance between FEC and Customer Experience.
• Cultural Insight: You are rooted in Dutch society and understand the customer sentiment of KYC investigations. You can also explain well to our customers why we need certain information from a legal perspective.
• Creativity: You are creative, entrepreneurial, and persistent when necessary: you can find alternative routes, know how to turn obstacles into opportunities for customers. You are not afraid to fail and support out-of-the-box ideas that make the customer experience more frictionless.

How to succeed

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

What do we ask from you

• Experience: Minimum 2 years of experience with KYC tasks such as transaction monitoring, screening, or CDD, and not afraid to give feedback to colleagues regarding content (required).
• Knowledge: Familiarity with (banking) processes, IT tools, and service concepts (e.g., complaint handling).
• Communication Skills: Ability to converse with all types of customers and explain at "eye level" why our questions are necessary.
• Writing Skills: Ability to write concisely so that customers understand our messages direct and with a smile
• Analytical Skills: Strong analytical abilities and numerical insight, result-oriented with an eye for improvement potential.
• Language Proficiency: Excellent command of both Dutch (native) and English, both spoken and written, including a sense of what is happening daily in Dutch society (required).

What is our offer

• Impactful Work: A dynamic work environment where you can make a direct impact for our customers so that they entrust all their banking to us.
• Location: Amsterdam/Leeuwarden.
• Work Hours: 36-40 hours per week.
• Culture: The Orange Code is central to our culture: you take it on and make it happen, help others be successful, and are always one step ahead.

We want to make sure that it’s 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 https://www.ing.jobs/netherlands/Why-ING/benefits.htm 

The 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

Questions?

Contact the recruiter attached to the advertisement for more information.