Senior Analyst - BE Collections

Background on what ING is about:

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Job Overview

• As Collections Customer Loyalty Team Member, you work within the Collections Centre and exclusively in mandate for ING Belgium and Record Credits Belgium Customers.
• You contribute to finding a sustainable solution for customers with temporary payment arrears on their loans or financial difficulties. You strive for an excellent ‘customer experience’, while minimizing the risks for ING and for Record Credits.

Key Responsibilities  

• You are responsible for execution and follow up of several important Collections processes like management of Bankruptcy files, selling of debts, denunciation, write-off, closing of accounts.
• You can trigger the sending of reminder and notice letters to the clients.
• You are in contact with Brussels central team and work together with the Collections officers and other parties (curator...) to manage the client cases.
• You manage the Collections Mailbox, read, and reply to emails, when necessary, based on the processes that are in your scope.
• You analyze the cases and investigate (you will have access to several banking application) to have a proper view on the client’s status. You base your decisions on your analysis.
• You are also responsible for the administrative follow-up of the file.

Key Capabilities/Experience

• Experience within credit and/or debt collection management is a plus.
• Solve problems and act as point of escalation for complex and high-risk issues/exceptions and decide upon measures/solutions. 
• Solves moderately complex problems and comes up with solutions/measures when problems/exceptions have escalated.  
• Monitor performance and identify cause/effect relationships. 
• Monitors his own work in quality and quantity. 
• Understand service level agreements and ensure service delivery is compliant with the agreed/developed SLA’s. 
• Understands service level agreements and acts on them. 

Minimum Qualifications

• Education on Bachelor (preferable in banking, economics, or business administration) 
• Relevant experience in local baking, banking/financial shared services or business process outsourcing operations is preferred.
• Customer-oriented with a focus on achieving results.
• Can work independently and make your own decisions.
• Eager to learn and have great adaptability.
• Fluent written communicator in English. Dutch/French/German are a plus.
• Dynamic and enthusiastic, and you do not shy away from a challenge.
• A good team player and have a constructive attitude. 
• Part of probationary requirement is to pass Febelfin Regulatory Certification.