BE Customer Care Analyst

ING Hubs Türkiye; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Long-term career with ING

International exposure

Inclusive work environment

Training and certification

Job summary

ING is seeking a Customer Loyalty Analyst within its Retail Banking Operations team in Manila. You will support ING customers across chat, phone, email, and messaging platforms, handling inquiries, resolving complaints, and processing operational activities with a focus on service excellence.

You will join a diverse team, maintain compliance with applicable policies, and contribute to continuous improvement while growing your expertise in various banking processes and channels.

Qualifications

• Bachelor degree or equivalent in banking, shared services, customer operations, or a BPO environment.
• Excellent written and spoken English communication skills.
• Strong analytical and problem-solving capabilities.
• Customer service experience with ownership and resolution.
• Ability to work independently while collaborating with teammates.

Responsibilities

• Handle customer inquiries across chat, phone, email, and other channels.
• Resolve complaints and process operational activities.
• Ensure interactions reflect ING's service excellence and comply with regulations.
• Contribute to continuous improvement efforts and policy adherence.

Skills

Customer service

English proficiency

Analytical thinking

Multichannel support

Independence with teamwork

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Customer Loyalty Member III / Contact Center Professional V (BE Customer Care Analyst) Analyst | Retail Banking Operations (Customer Loyalty Member III / Contact Center Professional V) Help people stay a step ahead in life Banking is important, but it isn't the center of people's lives. Whether it's planning a family holiday, starting a business, learning a new skill, or pursuing a passion, people deserve a bank that helps make things easier. At ING, we're continuously reimagining banking to make it simpler, smarter, and more human. We're looking for customer-focused professionals who enjoy solving problems, building relationships, and delivering exceptional service experiences. If you're energized by helping others and thrive in a fast-moving environment, we'd love to hear from you.

Role Summary

As an Analyst within our Retail Banking Operations team, you'll play a key role in supporting ING customers across various communication channels, including chat, phone, video, email, and messaging platforms. You'll be responsible for managing customer inquiries and requests, resolving complaints, processing operational activities, and ensuring every interaction reflects ING's commitment to service excellence. You'll also contribute to continuous improvement efforts while maintaining compliance with applicable regulations, policies, and procedures.

About the Team

You’ll join a diverse and collaborative team supporting Retail Banking operations across ING's global network. We value curiosity, accountability, teamwork, and continuous learning. No two days are exactly the same. You'll have opportunities to develop expertise across multiple processes and channels while working alongside colleagues who support one another in delivering efficient and customer-centric solutions.

Required Skills

• A college degree or equivalent professional experience in banking, shared services, customer operations, or a BPO environment
• Excellent written and spoken English communication skills
• Strong analytical and problem-solving capabilities
• Customer service experience with a focus on ownership and resolution
• Ability to work independently while collaborating effectively with teammates
• Flexibility and agility to learn multiple processes and support different channels as business needs evolve
• Knowledge of Microsoft Office applications
• Ability to manage priorities and perform effectively in a fast-paced environment
• Commitment to quality, compliance, risk awareness, and operational excellence

You'll stand out if you are adaptable, open-minded, team-oriented, and motivated to continuously develop your skills and expertise.

What We Offer

• Opportunities to learn, grow, and build a long-term career with a global organization
• Exposure to international banking operations and customer service excellence
• A diverse, supportive, and inclusive work environment
• The opportunity to be part of one of the world's leading digital banking organizations
• Continuous development through cross-skilling, training, and certification opportunities

Don't meet 100% of the qualifications? Don't let that hold you back. Studies show some candidates apply only when they meet every requirement. If this role excites you and your experience is closely aligned, we'd still love to hear from you.

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. We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace – we’re a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow. Your future at ING starts with one application. Ready to join? We’ve got plenty of opportunities to match your skills and aspirations! Use the filters below the search bar – like location and job type – to help you find the perfect fit. Start exploring now and discover where your next career move could take you!