Job Description, Responsibilities & Requirements
About the Position
Customer Loyalty Member – Onboarding Private Banking (CEX)
Requisition ID: REQ-10114917
Date Posted: 12/06/2026
Location: Brussels, Belgium
Company: ING Bank
Why This Role Is Exciting
- Be the driving force behind faster, more predictable, and compliant onboarding for Private Banking clients.
- Work at the intersection of operations, client assistance, risk/compliance (FCP/KYC), and stakeholder coordination.
- Directly impact key outcomes such as time to onboard, time to invest, and first-time-right quality.
- Own end-to-end cases and ensure smooth progress across multiple teams and dependencies.
Your Mission
- Function as the end-to-end case owner for onboarding, from intake through coordination and monitoring to closure.
- Coordinate all involved parties (Private Banker, Client, Financial Crime Prevention, Tax, Documentation, Product/IT, etc.) and manage dependencies until completion.
- Execute defined operational activities including system inputs (e.g., IRIS, AAA), status updates, and administrative onboarding steps.
- Proactively and reactively contact clients (email/phone) to support data & document collection, clarify missing information, and accelerate progress.
- Actively monitor lead times, completeness, and quality, trigger corrective actions, and escalate when SLA/thresholds, quality, or risks are at stake.
- Ensure first-time-right closure by confirming operational completeness (documentation, system records, and required controls) and formally closing the case.
- Contribute to dashboarding and reporting (backlog, ageing, lead times, quality trends) and help drive continuous improvement.
- Provide oversight and lead initiatives for data quality management across the full lifecycle (via dedicated dashboard and steering committee).
What We Are Looking For
Must-Haves
- Strong operational excellence skills: prioritization, disciplined follow-up, stakeholder management, and a can-do mentality.
- Comfortable interacting with clients via email and phone in a professional, service-oriented, and controlled manner.
- Good understanding of KYC/AML, documentation completeness, and operational controls in a regulated environment.
- Ability to align and steer stakeholders in a clear, assertive, and collaborative manner (Private Banker, FCP, etc., as well as documentation and Product/IT related dependencies) to ensure progress and timely case closure.
- Data-driven approach: ability to use KPIs/dashboards to monitor backlog, lead times, quality, and recurring issues.
- Languages: Full professional proficiency in both national languages (client-facing) and good English.
Nice-to-Haves
- Experience with onboarding/remediation operating models (checklists, clear entry/exit criteria, playbooks).
- Familiarity with documentation lifecycle processes/tools and how they impact onboarding completion.
- Experience with reporting cadences and operational steering (weekly follow-up, monthly steering) using KPIs.
What’s In It for You
- Be part of building an expert-driven onboarding setup that strengthens execution excellence, increases speed, reduces fragmentation, and improves predictability in Private Banking onboarding.
- Work in a high-impact, cross-functional environment, collaborating with Commercial/SSO, FCP, Documentation, and Product/IT stakeholders.
- Grow your skills in execution excellence, stakeholder steering, client assistance, and KPI-driven operational management.
- Make a tangible impact on outcomes that matter: time to onboarding/time to invest, first-time-right quality, and continuous improvement.
About the Company
At ING, we create an inclusive culture where everyone has the chance to develop and make an impact on our clients and society. We always support diversity, equality, and inclusion. We do not tolerate any form of discrimination, whether due to age, gender, gender identity, culture, experience, religion, race, disability, family responsibilities, sexual orientation, or anything else. If you need support or adjustments during the recruitment process or interview, contact the recruiter mentioned in the job posting. We will gladly assist you to make the process fair and accessible. Learn more about our commitment to diversity and inclusion here.
Skills Required
- Customer Service
- Stakeholder Management
- Data Quality Management
- Operational Excellence
- Stakeholder Coordination
Languages
- Dutch: Native
- English: Full professional proficiency
Curious? Motivated? Ready to make onboarding faster and more predictable? Apply now and help us deliver a first-time-right Private Banking onboarding experience, better for clients and easier for employees.