Customer Loyalty Analyst - Multichannel Support

ING; Manila; On-site; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Competitive compensation

International work environment

Continuous learning

Cross-skilling opportunities

Job summary

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. You’ll support customers across chat, phone, video, email and messaging channels, helping them navigate daily banking needs, process requests accurately, and ensure every interaction leaves a positive impression.

You’ll work within regulatory requirements, manage end-to-end inquiries, collaborate with colleagues across the organization, and contribute to continuous improvement and

Qualifications

• College degree or equivalent pro experience in banking, shared services, or a BPO environment.
• Strong written and verbal English communication skills.
• Excellent customer service and problem-solving abilities.

Responsibilities

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

Skills

English communication

Customer service

Problem solving

Analytical thinking

Attention to detail

Independent work

Microsoft Office

Adaptability

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. You’ll support customers across chat, phone, video, email and messaging channels, helping them navigate daily banking needs, process requests accurately, and ensure every interaction leaves a positive impression.

You’ll work within regulatory requirements, manage end-to-end inquiries, collaborate with colleagues across the organization, and contribute to continuous improvement and