Bank Guarantee and Corporate Lending

Il y a 2 mois

SaintMichelsurOrge, France ING Temps plein

CLT Member - Bank Guarantee and Corporate Lending - Customer Contact - Brussels

L’équipe

Au sein du Circle _Bank Guarantee & Corporate _Lending, nous retrouvons deux équipes distinctes pour chacun des produits Garantie bancaire et Wholesale Banking (‘WB’) Lending.

La partie Garantie bancaire est composée de quatre Customer Loyalty Teams (‘CLT’s’):

- Customer Contact,
- Screener,
- Production, et
- Specialists.

Les membres de la CLT ‘Customer Contact’ sont un point de liaison privilégié pour les clients et les soutiennent lorsqu’ils ont des questions quant à leur garantie bancaire. Ils sont aussi responsables de la gestion postale, des libérations de garantie bancaire, de la réconciliation au niveau de nos comptes internes et assurent avec l’ensemble du Circle la permanence téléphonique.

Pour répondre à ces diverses questions et tâches, ils peuvent compter sur le soutien et les connaissances des collègues de l’ensemble des CLTs au sein du Circle Bank Guarantee and Corporate Lending.

Vous rapportez hiérarchiquement au Circle Lead Bank Guarantee and Corporate Lending.

Une journée dans la vie d’un(e) Customer Loyalty Member III - Customer Contact Team

En tant que membre de la CLT Customer Contact, vous utilisez vos connaissances des garanties bancaires et de leurs processus et êtes le point de contact de nos clients quel que soit leur segment (Private, Retail, Business Banking et Wholesale Banking).

Cette fonction s’inscrit dans un environnement en développement où les nouveaux outils, l’automatisation, la digitalisation et la collaboration cross-boarder font partie de votre travail au quotidien.

Vous aidez, guidez les clients et répondez à toutes leurs questions concernant le produit des garanties bancaires.
- Vous répondez via les différents canaux à votre disposition aux questions de nos clients sur leurs garanties bancaires et sur le processus d’émission de celles-ci. Vous cherchez à dépasser leurs attentes et à créer la ‘WOW’ expérience.
- Vous soutenez et orientez le client quand il contacte le département via téléphone.
- Vous dirigez les clients vers les bons outils, que vous maitrisez, pour introduire leur demande (IBT ; OneWeb, ORF,).
- Vous cherchez les réponses aux questions des clients en utilisant les différents outils et programmes à votre disposition.
- Vous analysez les demandes de libération de garantie bancaire et si besoin libérez les cash pledges ou autre sûreté liée.

Vous avez aussi la charge de la partie ‘Réconciliation’ et dans ce cadre-là, vous gérez la mailbox et les tâches qui y sont liées.

Vous êtes responsable de la gestion quotidienne du courrier.

Et finalement, vous assurez avec vos collègues la permanence téléphonique entre 8h et 18h et le traitement du courrier physique entrant et sortant pour le Circle Bank Guarantee and Corporate Lending.

Les compétences nécessaires pour cette fonction:

- Orientation client : Vous êtes capable d'analyser rapidement la question d'un client. Pour chaque client, vous voulez offrir une expérience exceptionnelle grâce à un accompagnement empathique et à des normes d'hospitalité élevées.
- Connaissance : Vous avez des (très bonnes) connaissances des différents types de garanties bancaires et des processus sous-jacents. La connaissance des outils internes à la banque (Easy, KFC, Iris, Vantage,) ainsi qu’IRM (SWIFT) et de TI+ est un atout.
- Langues : Vous avez une excellente connaissance du néerlandais et du français et de bonnes notions d’anglais.
- Communication : Vous communiquez avec le client de la façon la plus efficace possible et n’hésitez pas à le contacter par téléphone.
- Résilience : Vous êtes capable de garder une vue d'ensemble sur les différentes tâches, même en cas de pic d’activité.
- Planification et organisation : Vous êtes organisé et savez planifier efficacement la gestion des différentes tâches.
- Outils : Vous avez une affinité avec l’utilisation de différents outils et programmes afin de vous permettre de répondre aux questions, notamment avec Outlook.
- Amélioration constante : Vous êtes attentifs aux opportunités d’amélioration que vous relayez à votre Circle Lead et êtes éventuellement prêt à faire partie de la solution.
- Risk : Vous vous mettez à jour sur l’évolution de la réglementation liée à l’environnement dans lequel vous travaillez. Et vous êtes capable de l’appliquer avec discernement dans vos tâches quotidiennes.
- Orange Code : La culture Orange n’a plus de secret pour vous. Vous prenez les choses en main et vous les concrétisez, vous aidez les autres à réussir et vous avez toujours une longueur d’avance.

Nous vous offrons:

- Un épanouissement personnel et un travail stimulant avec des possibilités de réaliser vos ambitions.
- Des opportunités de développement en termes d’expertise mais aussi sur l’accueil et l’hospitalité d

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