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Amsterdam, Noord-Holland, Nederland
Hybrid
Customer Journey Expert (Product Manager) – Global Fraud Management Services
Would you like to help shape the future of fraud at ING and contribute to protecting millions of customers across multiple countries?
The ING Global Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers and their finances by being at the forefront of fighting fraud across all ING countries. As part of our mission, we strive to prevent and detect fraud in order to safeguard our customers and ensure the safety and ease of use of our products.
Global Fraud Management – Fraud Management Services
Within our Tribe Global Fraud you will work in a team of Fraud Experts as part of the Fraud Management Services Product Team. This team is responsible for shaping and continuously improving how ING supports customers and colleagues throughout the fraud journey, from the moment fraud is suspected until the case is resolved.
Fraud is a global challenge and therefore you will work closely with fraud, operations, product and technology teams across multiple countries to design scalable solutions that can be adopted throughout ING. Together, we are creating a more harmonized way of working that helps countries fight fraud more effectively while delivering a consistent customer experience.
A key focus for the coming years is the further digitalization and automation of fraud management services. By leveraging data, workflow automation and AI capabilities, we aim to simplify work for fraud specialists, improve customer experiences, and enable colleagues to spend less time on administration and manual processing and more time helping customers recognize, prevent and recover from fraud. This is an opportunity to contribute to solutions that protect millions of customers across multiple markets while helping shape the future of fraud management within ING.
Roles and responsibilities
As a Customer Journey Expert - at Fraud we call this position 'Fraud Management Product Expert' – in this area, you will work at the intersection of customer experience, fraud operations, technology and data. You will collaborate with stakeholders across countries to design and scale services that improve how ING handles fraud alerts and unusual payments, manages and resolves fraud cases.
Your role is to continuously balance customer experience, operational efficiency and fraud risk. You will keep our product in shape, identify opportunities to simplify processes, increase automation and apply AI-driven capabilities where they create value for customers and colleagues.
How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.
Furthermore, you have:
Personal development
In order to make sure we continue to have the right people in the right spot, ING will invest in your personal development. But we also expect you to take initiative and make sure you keep yourself and your colleagues up to date on recent development in your area of expertise.
Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.
The benefits of working with us at ING include:
About us
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Questions?
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