Customer Loyalty Analyst — Multichannel Banking

ING Hubs Philippines; Metro Manila; Hybrid; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Competitive compensation

Global exposure

Job summary

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. You will engage customers across chat, phone, video, email, and messaging platforms, guiding them through daily banking needs and resolving issues with care and accuracy.

You’ll work with colleagues across the organization to ensure regulatory compliance, drive improvements, and deliver excellent customer experiences in a fast-paced, international environment.

Qualifications

• College degree or equivalent professional experience in banking, shared services, or BPO.
• Strong written and verbal English communication skills.
• 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 with others.
• Working knowledge of Microsoft Office applications.
• Willingness to obtain role-related certifications when required.
• Ability to manage multiple priorities with quality and accuracy.

Responsibilities

• Deliver excellent customer service across multiple channels (chat, phone, email, etc).
• Assist customers with inquiries related to payments, cards, online banking, and daily banking products.
• Process customer requests accurately while complying with regulations and procedures.
• Manage end-to-end resolution of inquiries and complaints.
• Identify and correct incorrect system-generated responses.
• Adapt processes and channels based on business needs.
• Support productivity, quality, and turnaround-time goals.
• Collaborate with colleagues and stakeholders to achieve shared goals.
• Apply risk and compliance standards in daily operations.
• Contribute to continuous improvement initiatives.

Skills

English communication

Customer service

Problem solving

Analytical thinking

Adaptability

Independent work

MS Office

Certifications mindset

Multitasking

Education

College degree or equivalent

Tools

MS Office

Job description

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. You will engage customers across chat, phone, video, email, and messaging platforms, guiding them through daily banking needs and resolving issues with care and accuracy.

You’ll work with colleagues across the organization to ensure regulatory compliance, drive improvements, and deliver excellent customer experiences in a fast-paced, international environment.