Customer Loyalty Member – Onboarding Private Banking (CEX)

About the Position

Customer Loyalty Member – Onboarding Private Banking (CEX)

REQ-10114917
12/06/2026
Customer Loyalty
Brussels, Belgium
ING Bank

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Why This Role Is Exciting

• You will be the driving force behind faster, more predictable, and compliant onboarding for Private Banking clients, improving both client and employee experience (CEX) through strong execution and coordination.

• You will work at the intersection of operations, client assistance, risk/compliance (FCP/KYC), and stakeholder coordination to reduce fragmentation and re-work.

• You will have a direct impact on key outcomes such as time to onboard, time to invest, and first-time-right quality, supported by SLA/KPI steering.

• You will own end-to-end cases and make things move across multiple teams and dependencies.

Responsibilities

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,...) 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).

Requirements

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,... 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.

We Offer

Competitive salary
Opportunity to work in a dynamic and inclusive environment
Professional development opportunities
Collaborative and innovative work culture

About the Company

ING Bank is a global bank with a strong European base. More than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society.

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.