Global Loyalty Analyst — Smooth Customer Support

ING Hubs Philippines; Metro Manila; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Continuous learning and development

Exposure to a global banking org

Diverse, collaborative work env

Opportunity to contribute to digital/l

Job summary

ING Hubs Philippines in Metro Manila seeks a Customer Loyalty Member III (Analyst) to support customers across chat, voice, video, email and messaging. You will manage inquiries, requests, and complaints with accuracy and empathy, guiding customers through banking tasks.

You will work with a dynamic team to improve service quality, meet performance targets, and ensure compliance while assisting with payments, cards, online banking and other retail services, delivering a reliable experience.

Qualifications

• Bachelor's degree or equivalent professional experience in banking, shared services, or customer service.
• Strong verbal and written English communication.
• Excellent analytical, problem-solving, and organizational skills.
• Proficient in Microsoft Office.
• Ability to perform well in a fast-paced environment and meet deadlines.
• Collaborative mindset and willingness to learn new processes.
• Flexible to work across different shifts.

Responsibilities

• Support customers through chat, voice, video, email, and other channels.
• Handle inquiries, requests, and complaints from start to resolution.
• Process banking transactions and customer requests accurately while following regulations.
• Identify opportunities to improve service quality and customer satisfaction.
• Collaborate with colleagues to achieve team goals and service levels.
• Cross-skill across multiple processes and channels as business needs evolve.
• Uphold risk, compliance, and operational excellence standards in interactions.

Job description

ING Hubs Philippines in Metro Manila seeks a Customer Loyalty Member III (Analyst) to support customers across chat, voice, video, email and messaging. You will manage inquiries, requests, and complaints with accuracy and empathy, guiding customers through banking tasks.

You will work with a dynamic team to improve service quality, meet performance targets, and ensure compliance while assisting with payments, cards, online banking and other retail services, delivering a reliable experience.