Customer Loyalty Analyst — Contact Center Pro

ING Hubs Philippines; Metro Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

ING Hubs Philippines seeks a Customer Loyalty Member III / Analyst to support customers across chat, phone, email, and messaging channels, helping with payments, cards, online banking, and daily banking needs.

You will manage requests from start to finish, adhere to regulatory requirements, collaborate across the organization, and contribute to continuous improvement and operational excellence in a fast-paced, international environment.

Qualifications

• Bachelor's degree or equivalent professional experience in banking, shared services, or a BPO environment.
• Strong written and verbal English communication skills.
• Excellent customer service and problem-solving abilities.
• Analytical thinking and attention to detail.
• Ability to manage multiple priorities while maintaining quality.

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

Bachelor's degree

English proficiency

Customer service

Problem solving

Analytical thinking

Adaptability

Independent worker

MS Office

Certifications readiness

Multitasking

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

ING Hubs Philippines seeks a Customer Loyalty Member III / Analyst to support customers across chat, phone, email, and messaging channels, helping with payments, cards, online banking, and daily banking needs.

You will manage requests from start to finish, adhere to regulatory requirements, collaborate across the organization, and contribute to continuous improvement and operational excellence in a fast-paced, international environment.