Bij ING gaan waardering en steun voor onze medewerkers vóór het zoeken naar extern talent. Als jij denkt dat deze vacature de juiste volgende stap is in jouw ING-carrière dan raden we je aan om te solliciteren. Als je vragen hebt over de vacature of graag meer wilt weten voordat je overgaat tot solliciteren, aarzel dan niet om contact op te nemen met de verantwoordelijke recruiter.
Customer Journey Expert - Reserved balance
As a Customer Journey Expert (CJE) for Reserved Balance, you will have end-to-end ownership of a key process within our product Customer Impact Journeys; the reserved balance process. The Reserved Balance (ResFunds) process involves managing reserved funds for former clients and facilitating payouts upon request while ensuring all activities are compliant. You are expected to know the ins and outs of these processes from both the customer and internal perspectives.
You will lead and implement changes aligned with ING’s strategic goals. Together with your Product Lead, you manage and work on the backlog of change requests, enabling effective prioritization in close alignment with stakeholders. You actively safeguard this prioritization during stakeholder meetings.
You are also responsible for keeping communication channels, such as ING Today, ing.nl, and IRIS, up to date with relevant process information. You lead all risk-related activities (including PBRA, Cas audits, PARPs, etc.) in a pragmatic, proactive, and efficient manner. You do this in a multidisciplinary squad (business and IT) based in Leeuwarden, working together to deliver outstanding customer and employee experiences.
The Team
The product ‘Customer Impact Journeys’ is part of the Daily Banking and Mobile Led (DB&ML) department. We are responsible for the customer journeys related to successions (for the heirs of deceased customers), seizures, and reserved balances of former clients. At ING Netherlands, we aim to be Netherlands #1 Bank while directing our growth towards building a sustainable future. Within DB&ML, we pursue this ambition through our growth drivers: commercial growth, outstanding customer experience, and financial health & inclusion — all while keeping our basics in order.
Roles and Responsibilities
As a Customer Journey Expert – Reserved Balance, you will:
How to Succeed
We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning, and take on responsibility. In return, we’ll support you in becoming an even more awesome version of yourself.
We’re looking for someone who:
Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.
About us
Curious about how ING empowers people and businesses to move forward?
Discover what we do and what we can offer you
Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.