Customer Loyalty Analyst - Multichannel Support

ING Hubs Philippines; Metro Manila; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Competitive compensation

International work environment

Cross-skilling opportunities

Exposure to global banking operations

Job summary

ING Hubs Philippines is hiring a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. You’ll support clients across chat, phone, email, and messaging platforms, helping with daily banking needs and resolving inquiries end-to-end.

You will work within regulatory requirements, contribute to continuous improvement, and collaborate closely with colleagues across the organization in a fast-paced international environment.

Qualifications

• A college degree or equivalent professional experience, ideally within 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.
• Flexibility and adaptability in a dynamic environment.
• Ability to work independently while collaborating effectively with others.
• Working knowledge of Microsoft Office applications.
• A continuous learning mindset and willingness to obtain role-related certifications when required.
• The ability to manage multiple priorities while maintaining 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

Problem solving

Attention to detail

Adaptability

Independent work

MS Office

Certifications willingness

Multitasking

Education

College degree or equivalent

Tools

Microsoft Office

Job description

ING Hubs Philippines is hiring a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. You’ll support clients across chat, phone, email, and messaging platforms, helping with daily banking needs and resolving inquiries end-to-end.

You will work within regulatory requirements, contribute to continuous improvement, and collaborate closely with colleagues across the organization in a fast-paced international environment.