Contact Center Professional - Spanish Speaker

ING Hubs B.V. Philippine Branch; Manila; Hybrid; PHP 480,000 - 600,000; Full time

Benefits offered by this job

Competitive compensation

Diverse and international environment

Continuous learning and cross-skilling

Exposure to global banking operations

Job summary

ING Hubs Philippines is seeking a Spanish-speaking Contact Center Professional to support customers across chat, phone, and other channels. You will navigate daily banking needs, handle requests, resolve concerns, and ensure accurate processing while adhering to regulations.

You will work with a diverse team, focusing on continuous improvement, high-quality service, and efficient issue resolution in a fast-paced banking environment.

Qualifications

• Bachelor's degree or equivalent professional experience in banking or customer service.
• Experience supporting Spanish-speaking customers is preferred.
• Excellent customer service and problem-solving abilities.

Responsibilities

• Deliver excellent customer service to Spanish-speaking customers across channels.
• Handle inquiries related to payments, cards, online banking, and daily banking products.
• Communicate professionally and confidently in Spanish and English.
• Process customer requests accurately while complying with regulations and procedures.
• Manage end-to-end resolution of inquiries and complaints.
• Identify and correct system-generated responses when needed.
• Adapt across processes and channels based on business needs.
• Support productivity, quality, and turnaround-time objectives.
• Collaborate with colleagues and stakeholders to achieve goals.
• Apply risk and compliance standards in daily operations.
• Contribute to continuous improvement initiatives.

Skills

Spanish fluency

English proficiency

Banking experience

BPO experience

Microsoft Office

Education

College degree

Tools

MS Office

Job description

Role Summary

As a Spanish Contact Center Professional, you'll be at the heart of our customer experience, supporting Spanish-speaking customers 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 to Spanish-speaking customers across multiple communication channels.
• Handle customer inquiries related to payments, cards, online banking, and other daily banking products.
• Communicate professionally and confidently in both Spanish and English.
• 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

• Fluency in Spanish (written and verbal) is required.
• Strong English communication skills (written and verbal).
• A college degree or equivalent professional experience, ideally within banking, shared services, customer service, or a BPO environment.
• Experience supporting Spanish-speaking customers is an advantage.
• 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. Join us. 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.