Collection Specialist

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**REQ-10100214**: - **26/08/2025**: - **Customer Operations**: - **Milaan, Italië**ING Bank** **Collection Specialist** At ING we value and support our employees before recruiting eternal talent. If you think this vacancy is the right net step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter. **Your role & work environment** 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 eperience 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 Customer Journey Epert (CJE) Collections, you are responsible from beginning to end for the development of the Collections activities with the aim of continuously optimizing the customer eperience 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. **Key Responsibilities**:
Working together in self-steering teams alongside colleagues with a variety of e
- pertise
- 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 e




- isting 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 e
- ternal regulation
- Building and delivering best in class business and functional analysis concerning our various collections processes and client journeys Managing simple and comple
- deliveries, involving various stakeholders, including providing the aftercare if necessary 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 comple 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**: - Are driven and customer focused, loving to collaborate with different people; Have proven planning and organizational skills. Project management e




- perience is an asset; Search continuously for operational e
- perience and knowledge regarding digital and digital Customer Journeys; Have e
- perience in Lending & Credit Risk is a plus; Have e
- perience 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 e
- ecute testing of developments based on the analysis. Are solution-oriented: you relentlessly strive to find the ideal solution, sometimes out of the bo
- ;
- 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;
- Are fluent in English and Italian;
- Have a Bachelor / Master degree;
- Have knowledge of specific regulation (such as Credit Consumer Directive, IFRS 9, new Definition of Default) is an asset. **Working conditions**:Full Time **Duration**: Permanent **Location**: Milan (hybrid) **About ING** ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully fleible lavoro da remoto model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7excu4