BE Customer Care Analyst

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

Job summary

ING is seeking a customer-focused Analyst within our Retail Banking Operations team to support ING customers across chat, phone, video, email, and messaging channels. You will manage inquiries, resolve complaints, process operational activities, and contribute to continuous improvement while maintaining compliance with regulations and policies.

You’ll also help deliver efficient, customer-centric solutions in a fast-paced environment.

Qualifications

• Bachelor’s 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 with teammates.
• Flexibility to learn multiple processes and support different channels as business needs evolve.
• Knowledge of Microsoft Office applications.
• Ability to manage priorities in a fast-paced environment.
• Commitment to quality, compliance, risk awareness, and operational excellence.

Responsibilities

• Support ING customers across chat, phone, video, email, and messaging platforms.
• Manage customer inquiries and requests, resolve complaints, and process operational activities.
• Contribute to continuous improvements while ensuring compliance with applicable regulations, policies, and procedures.
• Collaborate with team members to deliver efficient and customer-centric solutions.

Skills

English communication

Analytical thinking

Customer service

Independent work

Team collaboration

MS Office

Prioritization

Regulatory awareness

Education

Bachelor’s degree or equivalent in banking / related field

Tools

MS 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

We're looking for someone who brings:

• 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.