Adriana Durca

Walk us through your career path in ING (from your first role to the current one)

I joined ING in 2004, just after finishing college. I was part of the energetic Customer Care & Services team for 3 years, offering phone support to our retail and corporate clients. In 2007 I decided to switch from Customer Care & Services area to a new one: Risk Management – Compliance.

Now I am a Compliance Expert. These 10 years were challenging for me because the roles in the Compliance area changed a lot and the organization, as well. These two elements evolved from being simply compliant to laws and regulations to a mature and compliant customer centric culture, based on ethics, trust and transparency.

How is Life @ ING? (especially from a learning experience point of view)

We, the people in the Compliance Advisory team, are involved in all business projects developed in the organization. My favourite projects are the ones related to Customer Experience & Customer Suitability. You can see crystal clear that these are developed based on our strict compliance principles and no matter if they are related to products, services, marketing and communication campaigns, they all take into account the clients’ needs, interest and objectives.  

But to be more specific, the project that brought me the nicest results and learning experience is the one related to redesigning our messages addressing our clients. While being involved in this project, I had the opportunity to be part of a creative team and also to listen to our clients’ real needs. The “say it simple” project is evidence that we can transform the rigid messages into clear, relatable and simple communication.

How would you explain your role as a Compliance Expert to a 7-year-old?

I would use the traffic lights analogy to explain the importance of rules. Following this storyline, my purpose is to explain to our colleagues what they can and can’t do, under what circumstances and also to explain what can go wrong if they don’t follow the red light.

Moreover, I could illustrate another side of our activity to that 7-year-old: the monitoring activity. If you are familiar to the “Little detective” board game, you can understand that it’s a good analogy for explaining all sorts of monitoring tasks we perform.

If you were to recommend ING to a friend, what would you say about the organization?

ING is a special organization! It’s innovative, dynamic, challenging, with many talented people and it’s constantly thoughtful towards enhancing the products and experience for our clients. Also, ING is an organization with a clear set of values and principles that we all adhere to.

If you were to save the world with an app…

My proposal is to make it better, not necessarily to save it from something. :-) It would be very nice to have an app for parents/teachers, one to spark off a behavioural change in the way we relate to children. This app would make parents understand how important is to join their kids’ universe and also to promote talking about emotions and to facilitate a tolerant environment for them. But before finding this app on the market, I would recommend two authors that changed my view about parents-children relations: Alfie Kohn and Lawrence J Cohen.

Let’s say you wrote your first SF book. What would you call it?

"Gone after the unknown."