Anchoring consumer protection in organizationsThe Consumer Protection Officer

In order to take account of the growing importance of consumer protection, ING-DiBa is taking a new approach, introducing the function of the Consumer Protection Officer. The tasks of the Consumer Protection Officer include optimized internal and external interface management, the promotion of an increased awareness of consumer protection in the organization and thus the proactive handling of the topic in order to be able to use competitive opportunities.

ConPolicy advised the direct bank on the design of this function. In a systematic comparative analysis, relevant parameters of the functional design (tasks, powers, location in the company, etc.) were identified. These were then filled with concrete content for the Consumer Protection Officer.

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