Service & Support Specialist in (Credit) Risk

COO Risk & Finance (COORF) delivers a wide range of Finance and Risk related services in the areas of change, operations, process optimization, data management, analytics and reporting. The Business Partner Services (BPS) circle is part of the COORF’s Global Services (GS) super circle, focusing on service experience and service management. COORF/BPS is looking for a Service & Support Specialist.

Who we are and what we do

As a Service & Support Specialist, you are part of the BPS circle’s Knowledge Centered Services (KCS) team. KCS is a Center of Expertise, advertising a uniform, transparent and efficient support experience for end users in the Risk & Finance domain.

KCS is the owner of the “My Risk & Finance Services” portal. We are developing and positioning it as the place to go for all users with questions, requests or knowledge needs concerning Risk and Finance related tools and services.

 Part of the KCS activities is to provide 2nd line support to users of the Risk tools Vortex and Approval Package/Loan Pricer. We address complex user queries and inform users on new developments and changes in the systems.

Last but not least, we are the functional lead for sourced 1st line user support activities from GSO locations for COO Risk & Finance services and applications.

Your responsibilities 

As a Service & Support Specialist you will:

• Analyse complex incoming Risk related questions and requests from users and provide answers and solutions.
• You work with the other (software development) teams on in-depth analysis where needed.
• You contribute to the knowledge base by creating end user knowledge assets in the form of FAQs, manuals and instructions.
• You look for trends and patterns in incidents and suggest improvements and changes.

You will gradually spend more time on:

• Contributing to the GS Customer Journey strategy.
• Working with teams in the COORF circles and tribes to provide insight in their service and support activities and processes and advising them how to improve the customer journey.
• Onboarding teams and their users on the My Risk & Finance Services portal and ServiceNow.
• Instructing teams how to contribute to the knowledge base. You help to determine topics for knowledge articles and instruct how to write them.
• Maintaining and further developing the My Risk & Finance Services portal.
• Analysing data and building dashboards to monitor progress and determine improvements in customer journey and processes, in line with GS’ service KPIs.

How to succeed 

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 
 

Furthermore, you have:

• An education on Bachelor or Master level in a relevant field 
• Recent experience working in a banking environment, good knowledge of general banking processesand strong motivation to join ING
• Thorough knowledge of (Credit) Risk concepts and processes, risk calculations & measurements, policies and tooling (for example, Vortex). Experience with SQL is a nice to have
• You are fluent in English, both verbally and in writing, and confident and effective in the way you express yourself
• You are highly service and user oriented, strong analytical skills and have a good dose of persuasiveness

Rewards & benefits  

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. 

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience 

• 24-27 vacation days depending on contract 

• Pension scheme 

• 13th month salary 

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary 

• 8% Holiday payment 

• Personal growth and challenging work with endless possibilities 

• An informal working environment with innovative colleagues 

• Work Agile, so new ideas come to life faster 

Interested? Want to Apply! 

Should you have any questions before applying, please feel free to reach out to the recruiter directly!
Confident that this is the position for you and want to apply directly, please click on the “Apply” button and upload your most recent resume and motivational letter, covering how your knowledge and experience can support the team and how we can help you grow! Please note that we require a motivational letter to support your application. We are looking forward to meeting you! 

About us 

With 57,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.