Who are we?
The Fraud Service Center is a dynamic department with strong development opportunities. In various Cross-Functional Lean Teams (CLTs), work is carried out end-to-end to protect ING customers against fraud and misuse.
You can be flexibly deployed across multiple CLTs, each with its own responsibilities, such as:
- Acting as the central point of contact for customers, colleagues, and third parties
- Assessing customer reports and providing immediate compensation where necessary
- Detecting new forms of fraud and taking appropriate action
- Verifying unusual transactions (alerts) and compensating customers when needed
- Providing information to authorities when requested by ING
- Supporting customers who dispute credit/debit card transactions and handling related questions and requests
- Handling customer objections
What does this way of working mean for you?
- Customer contact is at the heart of what we do, enabling us to deliver excellent service
- You handle customer requests end-to-end and resolve fraud signals immediately
- You provide a unique and excellent customer experience
- You are available when our customers need us
- You work within a CLT and support your colleagues to achieve our shared goals
- You take collective responsibility for continuously improving our services, exceeding customer expectations, and limiting fraud losses for ING
- You explore improvement opportunities within your CLT and collaborate with other CLTs or Squads when needed to drive enhancements
What do we expect from you?
- You work in a structured and results-oriented manner
- You have a practical mindset and can work independently
- With your genuine interest in people, you build strong connections with our customers. The PEC is central in this: customers we speak to about fraud or misuse must feel heard, and their issues must be acknowledged and resolved
- You can look beyond what a customer or system indicates, recognizing and mitigating potential follow‑up risks
- You can act decisively and make choices that serve both the customer and ING
- You distinguish between handling matters quickly and efficiently versus tackling more complex issues—and can switch between them seamlessly
Which competencies do you need?
- A minimum of a Bachelor’s degree (HBO level)
- WFT Basic certification, or willingness to obtain it within the first month
- Strong command of both Dutch and English, written and spoken
- Experience with telephone-based customer contact
- Ability to operate effectively in an Agile environment
- Availability from Monday to Sunday between 07:00 and 00:00
- Willingness to be present daily at our beautiful ING office in Leeuwarden during the first 12 weeks of training. After training, we work approximately two days per week from the office in Leeuwarden
What do we offer you?
- Flexible working hours
- A workweek of 32, 36, or 40 hours (during the 12‑week training period, the workweek is 36 hours)
Questions about this vacancy?
Please contact Esmée Spitse, Lead Fraud Payments, via email at esmee.spitse@ing.com