BE Customer Care Analyst - Fixed Term

ING Hubs Türkiye; Manila; On-site; PHP 400,000 - 650,000; Full time

Benefits offered by this job

Competitive pay

Global exposure

Cross-skilling

Diverse environment

Job summary

ING Hubs Philippines is seeking a Customer Loyalty Member III, Analyst to support customers across chat, phone, email and messaging. You will handle inquiries about payments, online banking, and daily banking products, processing requests end-to-end while complying with regulations.

Join a diverse, international team and contribute to continuous improvement in a fast-paced environment. This role offers meaningful exposure to global banking operations and opportunities for learning and

Qualifications

• Requires a college degree or equivalent professional experience in banking/BPO.
• Strong written and verbal English communication is essential.
• Proven customer service and problem-solving abilities.
• Attention to detail with analytical thinking.
• Ability to adapt in a dynamic, fast-moving environment.

Responsibilities

• Deliver excellent customer service across channels (chat, phone, email, messaging).
• Assist with inquiries on payments, cards, online banking, and daily products.
• Process requests accurately while following regulations and procedures.
• Resolve customer inquiries and complaints end-to-end.
• Identify and correct incorrect system responses when needed.
• Adapt to different processes and channels as required.
• Support productivity, quality, and turnaround-time targets.
• Collaborate with colleagues and stakeholders to achieve goals.
• Apply risk and compliance standards in daily operations.
• Contribute to continuous improvement initiatives.

Skills

College degree

English communication

Customer service

Analytical thinking

Adaptability

Independent work

MS Office

Learning mindset

Prioritization

Education

Bachelor's degree or equivalent

Tools

MS Office

Job description

Customer Loyalty Member III (Contact Center Professional V) | Analyst

Help people stay a step ahead in life and in business 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. We're looking for a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. If you're passionate about delivering outstanding customer experiences, solving problems, and working in a fast-paced international environment, we'd love to hear from you.

Role Summary

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. You'll help customers navigate their daily banking needs, process requests accurately, resolve concerns efficiently, and ensure every interaction leaves a positive impression. You will manage customer requests from start to finish, work within regulatory requirements, and contribute to continuous improvement while collaborating closely with colleagues across the organization.

About the Team

You will be part of ING Hubs Philippines, a global service organization that supports Retail and Wholesale Banking activities across multiple ING locations worldwide. Our teams work in a diverse, collaborative, and continuously evolving environment where learning, innovation, and customer focus drive everything we do.

What You'll Do

• 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.

Required Skills

• 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.

What 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 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.