Customer loyalty member customer care

Managing a claim is a critical moment in the customer relationship. It is therefore essential to deal with it qualitatively. In this context, you are responsible for End 2 End handling of complaints within the first line entity. You ensure a complete and professional management of the complaint received in order to avoid its escalation on appeal or to an outside body: Receipt and correct registration of customer complaint. Finding the necessary information. If necessary, seek feedback from the branch, other departments. Analysis of the customer's complaint, the merits of the complaint and/or the liability of the bank. In the event of financial intervention, use of powers, autonomy and assumption of responsibility, or request for agreement from the commercial line concerned. Regular contact with the complainant and formulation of a quality proposal/response (easy language). Possible accounting for the financial assistance. Respect of SLA You work hand-in-hand with other members of your team to achieve the common goals that put exceeding customer wishes at the centre. Thanks to your keen interest, you can easily get in touch with our customers. ING Touch & Hospitality occupies a central place. You don't hesitate to personally call customers when handling complaints and you prioritise the customer. ING's NPS and CSAT objectives play an important role in your daily life. You don't think only in terms of standard solutions, but you independently analyse the complaint and formulate a suitable solution. You work completely independently, take on and assume your responsibilities as a representative of the bank. You work to improve team performance, you get back to content, process, and collaboration. As a complaints manager, you identify issues with products and procedures. You have a network of contacts in your domain. You know who to contact when needed and when expert advice is required.

ING's vision is to unlock our people's full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law.