Client Services Account Manager

As a Client Services Account Manager at ING, your primary responsibilities include managing relationships with Payment & Cash Management Wholesale Banking clients, ensuring high levels of client satisfaction, and implementing quality service standards. You'll work closely with various internal teams to deliver excellent service and support, particularly focusing on local clients or subsidiaries of foreign clients. Your role will also involve participating in incident management and assisting with product-related projects.

To become a Client Services Account Manager at ING, you'll need a university degree or equivalent, along with at least 3 years of experience in a commercial or customer service role within international banking. Experience in back office operations, preferably within Wholesale Banking, is highly beneficial. Moreover, you should have a solid understanding of the banking environment, fluency in English, and advanced MS Office skills.

Key skills for a Client Services Account Manager at ING include strong customer-centricity, excellent problem-solving capabilities, and outstanding interpersonal skills. You should be adept at stress management and negotiating while maintaining a structured approach to teamwork and operational excellence. Passion for results and the ability to adapt in a dynamic environment are also important to thrive in this role.

At ING, a Client Services Account Manager can expect numerous opportunities for professional development through training programs aimed at their growth. Working in an international environment, you will be part of a diverse culture that fosters innovation and creativity. Additionally, with our commitment to sustainability and employee well-being initiatives, you'll have a stimulating workplace that encourages you to advance your career.

The work environment for a Client Services Account Manager at ING is dynamic and rewarding. We embrace flexibility with a smart working model that allows employees to balance work and personal life. You'll be joining a progressive digital bank that promotes diversity and innovation while providing a fun atmosphere where you can excel. With supportive colleagues and a commitment to employee well-being, it’s a place where you can truly thrive.

To ensure client satisfaction, I prioritize effective communication and actively listen to client needs. I regularly seek feedback from clients and work cross-functionally with teams to address any issues promptly. By being proactive and anticipating clients' needs, I build strong relationships and trust, resulting in high satisfaction levels.

My experience with corporate clients involves understanding their unique financial needs and providing tailored banking solutions, including payment and cash management services. I routinely engage with clients, addressing any concerns and ensuring that their banking products align with their business goals, thus strengthening our partnership.

In handling a client service incident, I would first acknowledge the issue and communicate with the client promptly. Then, I would gather all relevant information and coordinate with internal teams to resolve the problem efficiently. Transparency is key, so I would keep the client informed throughout the resolution process, ensuring their satisfaction post-incident.

I believe teamwork is vital for achieving common goals. I approach collaboration by fostering open communication, actively sharing ideas with colleagues, and valuing diverse perspectives. By being approachable and encouraging team input, we can effectively address challenges and enhance our service delivery to clients.

In high-pressure situations, I remain calm and focused. I prioritize the tasks at hand and break down complex problems into manageable steps. I also engage my team to brainstorm solutions, ensuring we leverage collective knowledge and creativity to find effective resolutions efficiently.

Adapting to changing client needs or market conditions requires flexibility and keen observation. I keep an eye on market trends and maintain close relationships with clients to identify shifts in their needs. By being proactive and agile, I can adjust our strategies and offerings accordingly to meet those changes effectively.

In my previous roles, I ensured full compliance with regulations by staying updated with the latest industry guidelines. I actively conducted audits and collaborated with compliance teams to implement necessary measures. By instilling a culture of compliance within my work processes, I help safeguard our clients and the organization.

I am drawn to the Client Services Account Manager role at ING because of the company's commitment to innovation and empowerment. ING's focus on creating a frictionless banking experience aligns with my professional philosophy of prioritizing client satisfaction. I am excited about the opportunity to contribute to a progressive team within a dynamic organization.

I utilize surveys, regular check-ins, and direct conversations to gather client feedback. By documenting insights and trends, I identify areas for improvement in our services. I proactively communicate these findings to my team, fostering a culture of continuous improvement and ensuring enhancements are aligned with client expectations.

During busy periods, I prioritize effective time management and delegate when possible. I ensure to take short breaks to maintain focus and clarity. Engaging with team members helps distribute workloads and fosters a supportive environment. By maintaining a balanced perspective and staying organized, I can effectively navigate stress.