Customer Loyalty Analytics Specialist

ING; Manila; On-site; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Global exposure

Diverse, international environment

Learning opportunities

Competitive compensation

Job summary

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to support customers across chat, phone, video, email, and messaging channels. You’ll navigate daily banking needs, process requests, resolve issues, and ensure positive customer experiences in a fast-paced international setting.

The role emphasizes collaboration with teams, adherence to regulatory requirements, and ongoing process improvements to elevate customer service.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Strong written and verbal English communication.
• Excellent customer service and problem-solving abilities.
• Analytical thinking and attention to detail.

Responsibilities

• Deliver excellent customer service across channels (chat, phone, email, etc.).
• Handle inquiries related to payments, cards, online banking and daily banking needs.
• Process requests accurately within regulations and procedures.
• Manage end-to-end resolution of inquiries and complaints.
• Identify and correct incorrect system-generated responses when needed.
• Adapt to different processes and channels as required by the business.
• 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

Multichannel support

Independent yet collaborative

Microsoft Office

Time management

Education

Bachelor's degree or equivalent

Tools

MS Office Suite

Job description

ING Hubs Philippines is seeking a Customer Loyalty Member III / Analyst to support customers across chat, phone, video, email, and messaging channels. You’ll navigate daily banking needs, process requests, resolve issues, and ensure positive customer experiences in a fast-paced international setting.

The role emphasizes collaboration with teams, adherence to regulatory requirements, and ongoing process improvements to elevate customer service.