Customer Care Analyst

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and
continuously improving on our performance and culture.

ING is looking for a colleague with the talent to take something on and make it happen, who is enthusiastic about helping others be successful and has the gift of always being one step ahead and a person who always collaborates, listens and invests in others to achieve shared goals.

Job Description:
• Employees in this level provide detailed and comprehensive support/expertise to a specific area
of the business by taking on responsibility for tasks of an organizational, process or operational
nature.
• Providing accurate and up-to-date information and resolution to existing / potential clients on a
variety of channels, primarily in a written format (Chat) and multiple chat concurrence.
• Use the translation tool since Chats will be received in French and/or Dutch.
• May be assigned to also handle English chat, depends on the volume.
• Exploring solutions to less common client queries by identifying relevant ING experts to consult
and interpreting information in a way that is accurate and relevant for the client’s context, and
actively contributes to ING’s library of client solutions.
• Managing end-to-end the execution of client requests and complaint resolution actions.
• Actively suggests and contributes to initiatives to improve customer satisfaction and customer
service performance metrics.
• Follow a range of mandatory process steps to ensure that work is carried out to the required
standards to protect the organization from risk. Escalate situations that deviate from the
mandatory procedures.
• Customer Order Processing - Record and process custom/special customer orders, often dealing
with ambiguous delivery expectations.
• Operations Management - Provide operational support by performing a range of route activities
using existing systems and protocols.
• Reports deviations to the appropriate person/body. Understands the mission and vision of the
company and has the ability to integrate this in day-to-day activities or as input for projects. Acts
in line with ING rules and policies.

If you are:
• A College Graduate or with a minimum 1-year professional working experience, ideally in a Shared
Service or BPO environment.
• Able to follow a range of mandatory process steps to ensure that work is carried out to the
required standards.
• Able to show attention to detail and ability to follow complex workflow and procedures.
• Able to learn processes, new tools and tasks quickly. Able to achieve results, even under tough
circumstances.
• Highly collaborative and a strong team player.
• Willing to obtain the certificates required as part of your activities and willing to become
certified within 5 months for the required certifications (IDD, Febelfin)
• Willing to work on mid to night shifts, different and split rest days, weekends, holidays and
render overtime as needed.
• Proficient in spoken and written English