Contact Center Professional - Spanish Speaker

ING Hubs Philippines; Manila; On-site; PHP 335,000 - 469,000; Full time

Job summary

ING Hubs Philippines is seeking a Spanish Contact Center Professional / Analyst to support Spanish-speaking customers across chat, phone, email and messaging channels. You will ensure accurate processing of requests, navigate regulatory requirements, and drive continuous improvement within a dynamic Retail Banking Operations environment.

The role emphasizes problem solving, customer experience, and collaboration with colleagues to achieve shared goals while maintaining high service standards.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Fluency in Spanish

English communication

Microsoft Office

Analytical thinking

Customer service

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Spanish Contact Center Professional | 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 Spanish Contact Center Professional / Analyst to join our Retail Banking Operations team. If you're passionate about delivering outstanding customer experiences, solving problems, and using your Spanish language skills in a fast-paced international environment, we'd love to hear from you.

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

We're Looking For Someone Who Brings

• 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. Apply today.