Tech Stack
Job Description, Responsibilities & Requirements
About the Position
NL Contact Center Professional - Fixed Term
We're seeking a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team in Makati City, Philippines. Help people stay a step ahead in life and in business with ING.
Responsibilities
As a Customer Loyalty Member III, you'll be at the heart of our customer experience, supporting clients across multiple communication channels including chat, phone, video, email, and messaging platforms. Your responsibilities will include:
- Deliver excellent customer service across multiple communication channels.
- Support customers with inquiries related to payments, cards, online banking, and other daily banking products.
- Process customer requests accurately while adhering to relevant regulations and procedures.
- Manage end-to-end resolution of customer inquiries and complaints.
- Identify and correct system-generated responses when necessary.
- Adapt across different processes and channels based on business needs.
- Support productivity, quality, and turnaround-time objectives.
- Collaborate with colleagues and stakeholders to achieve shared goals.
- Apply risk and compliance standards in daily operations.
- Contribute to continuous improvement and operational excellence initiatives.
Requirements
We're looking for someone who brings:
- A college degree or equivalent professional experience, ideally within banking, shared services, or a BPO environment.
- Strong written and verbal English communication skills.
- Excellent customer service and problem-solving abilities.
- Analytical thinking and attention to detail.
- Flexibility and adaptability in a dynamic environment.
- Ability to work independently while collaborating effectively with others.
- Working knowledge of Microsoft Office applications.
- A continuous learning mindset and willingness to obtain role-related certifications when required.
- The ability to manage multiple priorities while maintaining quality and accuracy.
We Offer
- The opportunity to work for one of the world's leading digital banking organizations.
- A diverse, inclusive, and international work environment.
- Continuous learning and cross-skilling opportunities.
- Exposure to global banking operations and customer experience practices.
- A culture that values collaboration, ownership, curiosity, and personal growth.
- Competitive compensation and allowances.
About the Company
At ING, we believe banking should be simple, helpful, and fit seamlessly into people's lives. Whether someone is managing their daily finances, planning for the future, or running a business, we aim to remove friction and make every interaction count.
With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Join us and apply today.