Customer Loyalty Member III

Job description

In this role, you are the voice of ING for our mortgage customers. You guide them through important financial decisions, help them prepare for the future, and make a real difference by turning complex situations into clear, actionable next steps. The team: You’ll join the In Life Management – Team NoWorryING , where we support all existing mortgage customers. The team focuses on helping customers manage their mortgage lifecycle, with a strong emphasis on interest-only mortgages and customer retention. We work in an Agile setup and collaborate closely with the Mortgages Tribe to improve propositions and customer journeys. The team culture is open, supportive, and performance-driven, with a strong focus on quality, ownership, and continuous improvement. Roles and responsibilities: In this role, you are in direct contact with customers for most of your day and play a key part in delivering high-quality service and commercial value. - Proactively contact customers with interest-only mortgages to schedule and conduct service conversations - Guide customers through future mortgage scenarios, affordability, and improvement options - Support customers via telephone and (in a later stage) v...