Data Analyst - Chapter Data Analytics

ING Collections NL - Will you help us improve our services for customers in financial difficulties through the smart use of data? Do you want to contribute to reducing the debt problem in the Netherlands? Are you passionate about making impact, based on data-driven insights? Do you enjoy solving problems and do you also want to have an impact on society by doing so? Then we are looking for you!

You, as an amazing Data Analyst, will help us realize our ambition of being mobile first, frictionless, relevant and strive to prevent debt a data-driven way.

This and more can be achieved whilst working in multi-disciplinary teams consisting of customer journey experts, other data analysts, data scientists and our operational colleagues.

What do we stand for within Collections?

Collections NL wants to make a difference by being the partner of customers in financial difficulties. We offer our customers 'personal, easy, smart' and customer-centric solutions with the help of advanced analytics. By doing so we want to prevent customers from getting into financial hardship (prevention) and to help those with ING product-related debts in a sustainable fashion.

Even when it comes to debt recovery, more and more customers want to be able to handle everything independently and digitally, while looking for personal and relevant advice when it comes to complex financial issues or problems. Therefore, we are improving our customer journeys on a daily basis in order to better serve our customers and more effectively. By doing so we contribute to a sustainable financially fit Netherlands.

What does Collections do?

Not to sound cliché, but, no day is the same at the innovative Collections department as can be illustrated by some of the topics we are currently working on:

• Analyzing call reasons to better route customers, with the aid of Speech Analytics
• Segmentation and probability to default models with custom customer journeys
• Predictive models to be able to detect debt and possibly nudge preventively
• Digitization initiatives to improve the customer experience within self-service
• Data-driven approach in measuring the effectiveness all used tools for debt recovery
• Collaborations with the AFM, Nederlandse Schuldhulproute and also other ING countries acting on our social responsibility as an institution, striving for sustainable debt prevention and recovery

Data Analytics team and responsibilities

We are 6 data analysts who have a crucial and decisive role within the tribe, where we are responsible for maximizing the impact of Collections based on data-driven decisions and proactive analyses and advice. Think about analyses such as the efficiency of debt collection within NL compared to other countries, what we can learn from others?

What tools or measures can we use to get and keep customers out of arrears?

Feel free to reach out for more info on the team!

What do we expect from you?

• You know that success is a team effort
• You have an ambitious pro-active and positive mentality
• You generate, analyze and present relevant customer insights and enable personal and relevant customer interactions through smart data analysis
• Standard reports are entrusted to our data warehouse team who made our data mart. They also build the reports in Cognos, so you can primarily focus on analysis!

Your competencies

• A master’s degree in the field of analytics, mathematics, econometrics or other analytical studies
• Bridgebuilder: understand data and translate the insights into actions for your stakeholders
• ~ 2-4 years of demonstrable experience with data analysis via e.g. SQL , SAS, Excel, Cognos, R, Python
• You like to participate in fun activities with the team and department :)
• You like to continuously develop yourself
• You take initiative but you value cooperation just as much

What do we offer you?

A full-time 40-hour position (flexible) in a challenging environment where you use the latest technology to make an impact on the operation of a dynamic department within the ING COO domain. The chance to work at a modern Agile organization with smart and fun colleagues and great opportunities to develop both your technical and personal competencies. To give you an idea of ​​the benefits of working at ING:

• High degree of autonomy and great development opportunities (ask me why)
• A challenging international environment
• 27 vacation days depending on your hours
• Excellent salary that matches your profile and experience
• Flexible working hours or location (working from home)
• Extra’s: 13th month salary, 8% holiday allowance, 3.5% Individual Savings Contribution (BIS)
• Solid pension accrual
• Personal growth and challenging work including trainings, hackathons and courses
• Truly agile working environment with great enthusiastic colleagues

Interested or curious and full of questions?

DM me: Masih Nassiri on LinkedIn or click Apply!