Your role & work environment
What does Collections do?
Without wanting to sound cliché, but no two days are the same at the innovative Collections department as can be illustrated by some of the topics we are currently working on:
Digitization initiatives to improve the customer experience via self-service tools
Improving a Strategic Collections dashboard.
Segmentation and probability to default models with customized customer journeys
Predictive models to be able to detect debt and possibly assist preventively
Data-driven approach in measuring the effectiveness of all used debt recovery tools
Migration of several Collections IT assets to one to automate and optimize the processes

As a Product Owner Collections, you are responsible from beginning to end for the development of the Collections activities with the aim of continuously optimizing the customer experience and creating business value, whilst keeping the risks (financial and non-financial) under control. Our purpose is make the difference by working together with customers in financial difficulty.

Our customers are today served through the Collections Competence Center of Fiducré, which is a 100% daughter company of ING. They are serving ING customers in financial difficulties for the smaller risk exposures. Customers are contacted towards digital channels and will be in touch with advisors for proposed solutions. As a tribe we provide the necessary support for the Collections Competence Center to serve our customers and together we create a best in class customer experience.

Your key responsibilities
Working together in self-steering teams alongside colleagues with a variety of expertise
Acquiring profound understanding of the market and our customers in order to create the best possible offer and journeys for them
Being innovative by challenging existing trends and consider new developments in the market
Evaluating our way of working with the aim to continuously improve
Ensuring an efficient communication via the different channels and touch points
Managing the collaboration between the different stakeholders, and with colleagues in other teams with the aim to create even more added value to our customers
Understanding, challenging and being accountable for respecting business principles and external regulation
Building and delivering best in class business and functional analysis concerning our various collections processes and client journeys
Managing simple and complex deliveries, involving various stakeholders, including providing the aftercare if necessary
Being a bridge with Tech/IT colleagues

We are looking for
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead . In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

You: ….
Master and apply the Agile way of working within your day to day activities
Are driven and customer focused, loving to collaborate with different people
Have proven planning and organizational skills. Project management experience is an asset.
Search continuously for operational excellence, and enjoy applying structure
Have experience and knowledge regarding digital PO experience and exposure with IT
Have experience in Lending & Credit Risk is a plus
Have experience in business analysis and/or potential to grow your ‘Functional Analysis’ skills :
Mastering of functional analysis techniques, eg. setting business requirements, defining functional design, setting acceptance criteria, creation of use cases, flow diagrams, mapping tables etc
Knowledge of continuous deployment principles valid within ING
Able to execute testing of developments based on the analysis
Are solution-oriented: you relentlessly strive to find the ideal solution, sometimes out of the box
Have strong communication skills : written (including online) and oral
Have interest in scripting customer journeys
Have strong stakeholder management skills
Are accountable, take ownership, want to make the difference for our customers
Dare to speak out
Are fluent in English and Dutch or French
Have a Bachelor / Master degree, with 3 to 5 years of relevant experience
Have knowledge of specific regulation (such as Book VII, …..) is an asset

We offer you
A brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude.
The opportunity to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.
The chance to build / enhance the future Collections journeys, helping the customers to return to a healthy financial situation