About this role
• Providing accurate and up-to-date information and resolution to existing / potential clients on a variety of channels, primarily in a written format (Chat). • Exploring solutions to less common client queries by identifying relevant ING experts to consult and interpreting information in a way that is accurate and relevant for the client’s context, and actively contributes to ING’s library of client solutions. • Adhering to risk and compliance processes. • Managing end-to-end the execution of client requests and complaint resolution actions. • Actively suggests and contributes to initiatives to improve customer satisfaction and customer service performance metrics. • Follow a range of mandatory process steps to ensure that work is carried out to the required standards to protect the organization from risk. Escalate situations that deviate from the mandatory procedures. • Customer Order Processing - Record and process custom/special customer orders, often dealing with ambiguous delivery expectations. • Operations Management - Provide operational support by performing a range of route activities using existing systems and protocols. • Reports deviations to the appropriate person/body. Understands the mission and vision of the company and has the ability to integrate this in day-to-day activities or as input for projects. Acts in line with ING rules and policies.