In the fraud department, we complement and understand each other well

‘In our team, we investigate cases of fraud and scams. These have a tremendous impact on our clients, not only financially but also emotionally. It is so important to really listen and connect with the victim in addition to your analyses of the facts.’

What is your strength as a team?

‘As colleagues, we complement each other well. It is the mix of analytical and empathic talents that makes us such a strong team. That is also very important. We have to be able to take over from each other, follow up on each other's files and help each other.’

‘One colleague is perhaps a bit stronger in analysing, in finding out how the scam could have come about. What was the approach? On what devices did it happen? Another colleague can perhaps have a bit more empathy.’

How would you describe your relationship with your team?

‘As very close. It is very important that you can count on each other. That you can share difficult calls or cases with each other. A few days ago, I had a lady crying on the line for 40 minutes, a victim of fraud. ‘I have no right to happiness,’ she told me.’

‘Something like that really touches you and then it's nice that you can talk about it with people who recognise those situations. Who know how it feels. Of course you can talk about it at home too, but that's still different.’

Is that part of the culture at ING?

‘What I read about the open culture before my application, completely matches with what I value in life. In other words, I can be myself here. This also makes you feel at home here very quickly as a newcomer.’

‘Here you also have a culture of sharing. Sharing understanding, ambition and knowledge. We often sit together with our team to discuss cases. You learn from that. Like discussing a new approach of fraudsters or certain patterns in seemingly separate cases.’

Do you feel you can make a difference in your job?

‘What you do absolutely matters to people and that gives you a lot of satisfaction. If you can already help someone in panic or crying on the line by listening and asking if they can go to someone, that already means a lot.’

‘That empathy is very important. Because panic or distress are almost inevitable. Fraudsters or phishers often capitalise people's guilt feeling and on the fact that it has to go quick. It’s only after that first emotion that we start informing them about what happened and how it could have happened.