Collection Specialist
At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter.
Your role & work environment
Without wanting to sound cliché, but no two days are the same at the innovative Collections department as can be illustrated by some of the topics we are currently working on:
• Digitization initiatives to improve the customer experience via self-service tools
• Improving a Strategic Collections dashboard.
• Segmentation and probability to default models with customized customer journeys
• Predictive models to be able to detect debt and possibly assist preventively
• Data-driven approach in measuring the effectiveness of all used debt recovery tools
• Migration of several Collections IT assets to one to automate and optimize the processes
As a Customer Journey Expert (CJE) Collections, you are responsible from beginning to end for the development of the Collections activities with the aim of continuously optimizing the customer experience and creating business value, whilst keeping the risks (financial and non-financial) under control. Our purpose is make the difference by working together with customers in financial difficulty.
Key Responsibilities:
- Working together in self-steering teams alongside colleagues with a variety of expertise
- Acquiring profound understanding of the market and our customers in order to create the best possible offer and journeys for them
- Being innovative by challenging existing trends and consider new developments in the market
- Evaluating our way of working with the aim to continuously improve
- Ensuring an efficient communication via the different channels and touch points
- Managing the collaboration between the different stakeholders, and with colleagues in other teams with the aim to create even more added value to our customers
- Understanding, challenging and being accountable for respecting business principles and external regulation
- Building and delivering best in class business and functional analysis concerning our various collections processes and client journeys
- Managing simple and complex deliveries, involving various stakeholders, including providing the aftercare if necessary
We are looking for a colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.
You:
- Are driven and customer focused, loving to collaborate with different people;
- Have proven planning and organizational skills. Project management experience is an asset;
- Search continuously for operational excellence, and enjoy applying structure;
- Have experience and knowledge regarding digital and digital Customer Journeys;
- Have experience in Lending & Credit Risk is a plus;
- Have experience in business analysis and/or potential to grow your ‘Functional Analysis’ skills :
- Mastering of functional analysis techniques, eg. setting business requirements, defining functional design, setting acceptance criteria, creation of use cases, flow diagrams, mapping tables etc;
- Knowledge of continuous deployment principles valid within ING;
- Able to execute testing of developments based on the analysis.
- Are solution-oriented: you relentlessly strive to find the ideal solution, sometimes out of the box;
- Have strong communication skills: written (including online) and oral;
- Have interest in scripting customer journeys;
- Have strong stakeholder management skills;
- Are accountable, take ownership, want to make the difference for our customers;
- Are fluent in English and Italian;
- Have a Bachelor / Master degree;
- Have knowledge of specific regulation (such as Credit Consumer Directive, IFRS 9, new Definition of Default) is an asset.
Working conditions: Full Time
Duration: Permanent
Location: Milan (hybrid)
About ING
ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.
‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.
Do you think you are "a step ahead"? Apply now!
The benefits of joining ING
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
Super flexible smart working
Competitive base salaries and performance based bonuses
Diverse cultures & Innovative mindsets
International Environment
Commitment to sustainability
Lots of training development opportunities to help you grow
Lots of moments dedicated to physical and mental well-being
A special day off when it is your birthday: we call it #doyourbirthday!
And of course we can’t forget: free water & coffee at the office!
Our Commitment
Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.
