Customer Care Analyst — Elevate Banking Experience

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

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.