Product Manager for Fraud NL

Would you like to work at a department with a strong sense of purpose?

The ING Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers' financials by being at the forefront of fighting fraud. As part of our mission, we strive to prevent and detect fraud in order to safeguard our customers and ensure the safety and ease of use of our products.

The team | Fraud Management – Employee Supported Case Management

Within our Tribe Fraud you will work in a team of Fraud Experts as part of the Fraud Management Product Team. This team is responsible for optimizing the journey of a customer that gets involved with our fraud department while doing their daily banking business. For instance, a customer that does a transaction that gets alerted by our fraud detection system, and needs to get in contact with our fraud service center so our colleagues can find out with the customer whether this was a genuine transaction, or the customer is in the middle of a scam. Or in cases where customers find out they have been scammed, and need our help to find out what happened, and to take necessary steps to limit any potential losses as much as possible.

Role and responsibilities

As a Product Manager at Fraud you will collaborate with colleagues across the bank to enhance our service to customers and colleagues. Your role involves balancing an exceptional (digital) customer experience with the imperative of security in combatting fraud. You will translate fraud developments  into tangible improvements for our customers, demonstrating a passion for reliable solutions. In a fast-paced environment, you will take the initiative, think critically, and engage with internal and external stakeholders.

• Continuously look at the processes and journeys in your scope to find way to improve them.
• Work together with stakeholders in various parts of the bank to realize these improvements.
• Whenever a customer experiences ‘friction’ because of fraud controls, your job is to look at ways to minimize the friction without increasing the fraud risk
• You conduct user testing, to present a panel of customers with new journeys and gather their feedback, as part of the design process
• Look at ways to optimize the activities of colleagues from fraud service center and to focus their efforts on recognizing fraud and helping our customers to prevent damages
• As a product manager you will own one or more processes & customer journeys and are responsible for continuously monitoring and improving your journeys as much as possible

How to succeed

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

• experience in fighting fraud, and/or in designing & implementing customer journeys, preferable in a banking environment
• A data-driven mindset; you have experience in analyzing data and making design decisions based on that
• a Master’s degree and at least 5 years of (relevant) experience, preferably in an international setting
• Strong affinity with IT and up to date on recent developments in fraud landscape, especially in digital channels
• experience in working in an Agile environment
• You are able to adapt your level of (technical) detail based on your audience. You can put yourself in the shoes of your customer and imagine how they would expect our applications to work
• You are fluent in English & Dutch, both in writing and speech
• You are pro-actively asking for feedback and don’t hesitate to give feedback to others

Personal development

In order to make sure we continue to have the right people in the right spot, ING will invest in your personal development. But we also expect you to take initiative and make sure you keep yourself and your colleagues up to date on recent development in your area of expertise.

Rewards & benefits

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 here.

The benefits of working with us at ING include:

• Competitive compensation and benefits package

• 36 or 40-hour workweek

• 25–28 vacation days depending on contract hours

• Attractive pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% holiday payment

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

How can you apply?

Are you enthusiastic? Then click on apply. You can express your interest through a letter of application in which you state why you are ideally suited for this position. We would also like to receive your current CV.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

Important to know

This is a sensitive position. Meaning that an Enhanced Reliability Screening is part of the hiring procedure.

More information?

If you have any questions about the role of Fraud Management Product Expert within the Tribe Fraud, please contact Boudewijn van der Valk, Product Lead Fraud Management on Boudewijn.van.der.Valk@ing.com or +31620601074.

About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.