Principal Financieel Coach at ING in Haarlem, North Holland, NL

In a digital world, human contact can make a difference. We believe that the best way to help customers is to combine the power of mobile banking with the power of personal and expert contact. Retail Advice offers the human touch within a digital bank.

Customers choose their daily banking business for the convenience of digital and mobile banking. Fast, easy and secure. However, they sometimes need personal contact, either "at a distance" or at one of the ING houses. If they need help, they need advice or confirmation. They are looking for understanding, sparing or a push. These can be customers who are buying a house for the first time and want to know what they can borrow, someone who is thinking about investing, or someone who wants to start their own business.

Financial Coaches and Principal Financial Coaches work with the advisors of the different advisory teams at the ING Houses. The Principal Coaches have essentially the same roles and responsibilities as the Financial Coaches; they are also expected to do more.

What does a Financial Coach do? As a Financial Coach (FG 8) you are the personal contact for customers in the ING houses at relevant times. The Financial Coach is the first impression a customer gets: ING's business card. You're the coach for clients when it comes to banking. The customer can do a lot of things digitally, but you always help them on the way to more. The full function profile can be found here.

As a Financial Coach, you see it as your mission to help customers financially. You can make a personal connection with different types of customers, and with your expertise you can inspire customers. And there are four main ways of doing that.

• You're the first interlocutor for customers in their money business. You have the knowledge and ability to make most of the conversations with customers yourself, including about, for example, living, wealth or business. At the same time, you also know very well when a colleague from another advisory team can help the customer better.
• With customers who do not come directly to the ING House, but where personal and relevant contact for customer and ING are valuable, you will be talking by phone. This way you actively contribute to the success of other advisory teams.
• As a Financial Coach, you help customers with digital self-banking. Not by taking over the act from the customer, but by empowering the customer to do it yourself.
• The ING Houses are the place where we meet customers. You show entrepreneurship and you dare to take initiative.

What does a Principal Financial Coach do more? As a Principal Financial Coach (FG 9) you are truly an example Financial Coach for your colleagues in what the customer service on an ING-house asks of us and you set the bar even higher for yourself. Compared to a Financial Coach function, you fill four additional roles:

You are at the forefront of the transition from ‘traditional’ bank branches where the focus was on service, cash and transactions to ING houses where self-banking, financial coaching, financial contact and customer meeting are central. You understand that commercial customer contact is different from selling: helping a (potential) customer identify (latent) needs and find (the way to) the right solutions for them. For your colleagues, you are an example.

You raise the bar even further for yourself and prove your seniority in all aspects of the profession. You get the most out of financial coaching conversations and financial contact. This proves you with a maximum customer satisfaction and an above average conversion of your sales opportunities to colleagues from e.g. the advisory teams of Ability, Living and Business.

Having a personal conversation about the financial situation of a (potential) customer and the solutions that ING can offer in that regard has no secrets for you. In addition to the right skills, you have a substantive expertise on the products and services of the colleague advisory teams. You're also the linking pin to these consulting teams. For each substantive question you have an appropriate answer, without crossing the line between informing and advising. Together with the members of the relevant advisory teams, you make presentations for clients at an information meeting to take them into account in developments concerning, for example, mortgage financing, investment or commercial credit. For our colleague Financial Coaches, you are their contact point when it comes to these substantive expertise.

At the ING houses where you work you are the proactive content knowledge specialist on the more complex subjects such as living, wealth and business. As coach and trainer on content knowledge and expertise you help Finance Coaches to maximize financial coaching and financial contact. This help gives you both in family time and through (individual) coaching at the workplace. In this way you will form a duo together with the Lead ING houses to bring the current financial coaches to an even higher level while also keeping your tasks as Financial Coach in mind.

Who are you?

• You are successful in all facets of the beautiful role of Financial Coach.
• You have the knowledge to support (potential) customers in financial coaching and financial contact and to answer questions about, for example, investing, mortgages or business.
• You proactively convey this content knowledge to your colleagues; Any time available for this, you use it. You understand that different Finance Coaches ask for different forms of support to take this step and customize your style accordingly.
• You give support to individual colleagues who need just a little extra help to update or maintain their knowledge.
• You are at the forefront of sustainable sales. You do this by providing relevance and appropriate solutions to our customers and lead generation to other consulting teams.

What are your skills?

• You have a level of HBO thinking and work.
• You meet all the ‘requirements’ that apply to a Financial Coach.
• You have the diplomas WFT Ability, WFT Mortgage Credit and Mifid Informerend.
• You have good oral expression skills and presentation skills.