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After working for 20 years in a bank, I didn't want to leave the sector completely behind me. But then I spoke with the people at ING. They offered me a worthwhile package and gave me recognition for my years of experience. Their offer was too good to refuse.

Loads of opportunities

As a fifty-something, it’s not that easy to make a new start. That’s why I’m glad that at ING they don't look at your age. Nor at gender, orientation or skin colour. All that counts here is the skills you have. And this is how it should be.

I have 25 years’ experience in the sector, and at ING, I can use and share that. It’s nice that people are listening to me. And what I also like, is that I can assist our customers in four languages. In the year and a half that I’ve been working here, my language skills have improved really fast.

I always smile. The person at the other end of the line might not see the smile, but they can hear it.

Smiling can be constructive

As Customer Loyalty Team member and Webcare officer, I answer all urgent questions from our customers. Via email, telephone or social media. Calling is what I prefer. That’s the only way to really understand the customer. But a customer who’s calling usually has a complaint. For that you obviously need patience and empathy. I can't solve every problem, but I can calm the customer down. Luckily I’m good at that.

How do I do it? It’s important to customers that you listen to them. If you indicate that you understand their problem and will take steps to help them, you’re already a long way in the right direction. “And I always smile. The person at the other end of the line doesn't see the smile, but they can hear it.”

About Hugo

• Has been working in banking for over 25 years
• Collects plastic caps in aid of guide dogs
• Picks up litter in his local area while walking his dog
• Manages several social media pages on environmental topics