Customer Loyalty Analyst — Banking Operations

ING Hubs Philippines; Metro Manila; On-site; PHP 223,000 - 446,000; Full time

Job summary

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to support Retail Banking Operations and deliver outstanding customer experiences across chat, phone, video, email, and messaging channels.

You will handle end-to-end customer requests, navigate regulatory requirements, and collaborate with teams to drive continuous improvement in a fast-paced, international environment.

Qualifications

• Bachelor's degree or equivalent in banking, shared services, or BPO.
• Strong written and verbal English communication.
• Excellent customer service and problem-solving abilities.
• Analytical thinking and attention to detail.
• Flexible and adaptable in a dynamic environment.
• Ability to work independently while collaborating with others.
• Working knowledge of Microsoft Office applications.
• Continuous learning mindset and willingness to obtain role-related certifications.
• Ability to manage multiple priorities with quality and accuracy.

Responsibilities

• 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.

Skills

English proficiency

Customer service

Analytical thinking

Adaptability

Independent work

MS Office

Learning mindset

Multitasking

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to support Retail Banking Operations and deliver outstanding customer experiences across chat, phone, video, email, and messaging channels.

You will handle end-to-end customer requests, navigate regulatory requirements, and collaborate with teams to drive continuous improvement in a fast-paced, international environment.