BE CA Expat Onboarding - Analyst

ING Hubs Philippines; Metro Manila; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Continuous learning and development

Exposure to a global banking org

Diverse, collaborative work env

Opportunity to contribute to digital/l

Job summary

ING Hubs Philippines in Metro Manila seeks a Customer Loyalty Member III (Analyst) to support customers across chat, voice, video, email and messaging. You will manage inquiries, requests, and complaints with accuracy and empathy, guiding customers through banking tasks.

You will work with a dynamic team to improve service quality, meet performance targets, and ensure compliance while assisting with payments, cards, online banking and other retail services, delivering a reliable experience.

Qualifications

• Bachelor's degree or equivalent professional experience in banking, shared services, or customer service.
• Strong verbal and written English communication.
• Excellent analytical, problem-solving, and organizational skills.
• Proficient in Microsoft Office.
• Ability to perform well in a fast-paced environment and meet deadlines.
• Collaborative mindset and willingness to learn new processes.
• Flexible to work across different shifts.

Responsibilities

• Support customers through chat, voice, video, email, and other channels.
• Handle inquiries, requests, and complaints from start to resolution.
• Process banking transactions and customer requests accurately while following regulations.
• Identify opportunities to improve service quality and customer satisfaction.
• Collaborate with colleagues to achieve team goals and service levels.
• Cross-skill across multiple processes and channels as business needs evolve.
• Uphold risk, compliance, and operational excellence standards in interactions.

Job description

Customer Loyalty Member III (Analyst)

Help customers move forward with confidence

Not everyone wants to spend their day thinking about banking. That's why we're looking for people who genuinely enjoy helping others, solving problems, and creating smooth customer experiences.

Customer Loyalty Member III (Analyst)

Help customers move forward with confidence

Not everyone wants to spend their day thinking about banking. That's why we're looking for people who genuinely enjoy helping others, solving problems, and creating smooth customer experiences.

At ING, we're changing what banking looks like by making it simpler, smarter, and more accessible. As a Customer Loyalty Member III, you'll be at the heart of that mission, helping customers navigate their everyday banking needs while delivering service that is personal, efficient, and reliable.

Role Summary

As a Customer Loyalty Member III, you'll provide expert support to customers across multiple communication channels, including chat, voice calls, video calls, email, and messaging platforms. You'll manage customer requests from start to finish, resolve inquiries and complaints, and ensure every interaction reflects ING's commitment to exceptional service.

You'll work in a dynamic environment where adaptability, ownership, and collaboration are essential. Whether assisting with payments, cards, online banking, or other retail banking services, you'll help customers achieve their goals with confidence.

About the Team

You'll be joining ING Hubs Philippines, a key part of the ING organization that delivers services to business units across the globe. Our teams are diverse, collaborative, and committed to continuously improving the customer experience. Every day brings new challenges, opportunities to learn, and the chance to make a meaningful impact.

What You'll Do

• Support customers through chat, voice, video, email, and other communication channels.
• Handle customer inquiries, requests, and complaints from start to resolution.
• Process banking transactions and customer requests accurately while adhering to applicable regulations and policies.
• Identify opportunities to improve service quality and customer satisfaction.
• Collaborate with colleagues to achieve team goals, service levels, and productivity targets.
• Cross-skill across multiple processes and channels, adapting to evolving business needs.
• Uphold risk, compliance, and operational excellence standards in every interaction.

Required Skills & Experience

We're interested in people who are customer-focused, adaptable, and eager to grow.

You Bring

• A college degree or equivalent professional experience, ideally within banking, shared services, customer service, or a BPO environment.
• Strong verbal and written English communication skills.
• Excellent analytical, problem-solving, and organizational skills.
• Proficiency in Microsoft Office applications.
• The ability to perform effectively in a fast-paced environment and meet deadlines.
• A collaborative mindset and willingness to learn new processes and systems.
• Flexibility to work across different shifts as business needs require.

What We Offer

• Opportunities for continuous learning and professional development.
• Exposure to a global banking organization and international teams.
• A diverse, inclusive, and collaborative work environment.
• The opportunity to contribute to one of the world's leading digital banking organizations.

About ING

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. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING.