Customer Loyalty Analyst — Multi-Channel Banking Support

ING Hubs Philippines; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Competitive compensation

International environment

Continuous learning

Job summary

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to support customers across chat, phone, video, email, and messaging platforms, helping them navigate daily banking needs and resolve issues with accuracy.

You will manage end-to-end requests within regulatory requirements, collaborate with colleagues, contribute to continuous improvement, and thrive in an international, multilingual service environment.

Qualifications

• A college 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.

Responsibilities

• Deliver excellent customer service across multiple channels.
• Assist 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.

Skills

English communication

Customer service

Problem solving

Analytical thinking

Attention to detail

Flexibility

Independent yet collaborative

Microsoft Office

Education

Bachelor's degree or equivalent professional experience in banking/shared services/BPO

Tools

Microsoft Office

Job description

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to support customers across chat, phone, video, email, and messaging platforms, helping them navigate daily banking needs and resolve issues with accuracy.

You will manage end-to-end requests within regulatory requirements, collaborate with colleagues, contribute to continuous improvement, and thrive in an international, multilingual service environment.