Contact Center Professional Part Time (For Pooling)

ING Hubs Philippines; Manila; On-site; PHP 279,000 - 446,400; Full time

Benefits offered by this job

Competitive compensation and allowances

Opportunities for personal growth

Job summary

ING Hubs Philippines is looking for a detail-oriented professional to provide comprehensive support in customer service. This role requires interaction with clients through various communication channels and operational processing of customer requests.

The ideal candidate is a college graduate with experience in the Banking sector, strong English proficiency, and knowledge in MS Office. Enjoy competitive compensation and the chance to be part of a leading digital bank.

Qualifications

• A college graduate or equivalent professional working experience in the Banking domain.
• Proficient in spoken and written English.
• Knowledgeable in MS Office.

Responsibilities

• Provide detailed and comprehensive support/expertise.
• Interact with ING’s clients through various communication channels.
• Manage end-to-end execution of client requests and complaint resolution.

Skills

Analytical

Team player

Proficient in spoken and written English

Knowledgeable in MS Office

Flexible

Education

College graduate or equivalent

Job description

Overview

ING Hubs Philippines (ING Hubs PH) is part of the ING organization, delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working at ING Hubs PH means working with a diverse workforce where no challenge is the same. At ING, our purpose is to empower people to stay a step ahead in life and in business. ING is changing what banking is, offering opportunities for personal growth in a continuously evolving environment.

Job Description:

• Provide detailed and comprehensive support/expertise to a specific area of the business by taking on responsibility for tasks of an organizational, process or operational nature.
• Interact with ING’s clients through chat (live or otherwise), voice or video calls, email, messaging, and other communication channels as assigned.
• Operationally process Know Your Customer onboarding, periodic reviews, triggers, and customer requests in our systems, managing end-to-end execution of client requests and complaint resolution actions, including correcting system-generated responses as needed.
• Understand what information or support is needed to provide excellent and efficient customer service.
• Be proactive in cross-skilling initiatives within the organization. Learn multiple processes and be able to be assigned to various channels according to business needs. Be flexible and agile to switch between channels as required.
• Adhere to risk and compliance processes. Report deviations to the appropriate person/body. Align day-to-day activities with the company mission and policies.
• Help the team achieve targets in areas such as productivity or turnaround times, handling complex and other relevant issues.
• Take on new opportunities and tough challenges with urgency, energy, and enthusiasm. Take decisive action to resolve issues, persist as needed, and identify beneficial new opportunities.
• Build partnerships and collaborate with others to meet shared objectives. Communicate effectively, share information, and value input from others.
• Work with minimum supervision and provide technical guidance on developing, monitoring, and interpreting policies and procedures to align with organizational strategies.
• Review client information and documentation to ensure compliance with established requirements, including related analysis as needed.
• Provide status updates on ongoing activities and identify issues or blockers for resolution.
• Conduct reviews of existing records and obtain updated information when discrepancies or changes are identified.
• Validate submitted materials against supporting documents to ensure accuracy, completeness, and consistency. Perform other tasks as assigned.

Qualifications

• A college graduate or equivalent professional working experience in the Banking domain, ideally in a Shared Service or BPO environment; or a professional and mature individual displaying the following behaviors and competencies:
• Analytical, flexible, open-minded, a team player.
• Proficient in spoken and written English.
• Knowledgeable in MS Office.
• Able to adapt in a fast-paced working environment.
• Able to perform standard operations and standard payments correctly.
• Able to execute quality checks and stay abreast of developments within own field.
• Comply with work process instructions and scripts.
• Report incidents linked to products and services.
• Act independently when executing customer requests, making standard payments, and improving workmanship.
• Seek supervisor or team input for advice on new or non-standard operations as needed.
• Engage in daily consultation with team members regarding work progress and more complex files.
• Willing to obtain required certifications within set timeframes for the role (e.g., Febelfin certification).
• Willing to work on morning, mid, and/or night shifts.

You can

• Provide service excellence to ING’s customers and take ownership of all customer interactions to drive inquiries, requests, or complaints to satisfactory resolution.
• Work on various shifts, rest days, weekends, holidays, and render overtime as needed.

You want to

• Enjoy competitive compensation and allowances.
• Be part of one of the most innovative and exciting digital banks in the world.
• Be part of a diverse, creative, and energized team.