NL Contact Center Professional

ING Hubs Philippines; Metro Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

ING Hubs Philippines seeks a Customer Loyalty Member III / Analyst to support customers across chat, phone, email, and messaging channels, helping with payments, cards, online banking, and daily banking needs.

You will manage requests from start to finish, adhere to regulatory requirements, collaborate across the organization, and contribute to continuous improvement and operational excellence in a fast-paced, international environment.

Qualifications

• Bachelor's degree or equivalent professional experience in 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.
• Ability to manage multiple priorities while maintaining quality.

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

Bachelor's degree

English proficiency

Customer service

Problem solving

Analytical thinking

Adaptability

Independent worker

MS Office

Certifications readiness

Multitasking

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Customer Loyalty Member III (Contact Center Professional V) | Analyst

Help people stay a step ahead in life and in business

At ING, we believe banking should be simple, helpful, and fit seamlessly into people's lives. Whether someone is managing their daily finances, planning for the future, or running a business, we aim to remove friction and make every interaction count.

We're looking for a Customer Loyalty Member III / Analyst to join our Retail Banking Operations team. If you're passionate about delivering outstanding customer experiences, solving problems, and working in a fast-paced international environment, we'd love to hear from you.

Role Summary

As a Customer Loyalty Member III, you'll be at the heart of our customer experience, supporting clients across multiple communication channels including chat, phone, video, email, and messaging platforms. You'll help customers navigate their daily banking needs, process requests accurately, resolve concerns efficiently, and ensure every interaction leaves a positive impression.

You will manage customer requests from start to finish, work within regulatory requirements, and contribute to continuous improvement while collaborating closely with colleagues across the organization.

About the Team

You will be part of ING Hubs Philippines, a global service organization that supports Retail and Wholesale Banking activities across multiple ING locations worldwide. Our teams work in a diverse, collaborative, and continuously evolving environment where learning, innovation, and customer focus drive everything we do.

What You'll Do

• 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.

Required Skills

We're Looking For Someone Who Brings

• 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.

What We Offer

• The opportunity to work for one of the world's leading digital banking organizations.
• A diverse, inclusive, and international work environment.
• Continuous learning and cross-skilling opportunities.
• Exposure to global banking operations and customer experience practices.
• A culture that values collaboration, ownership, curiosity, and personal growth.
• Competitive compensation and allowances.

About ING

With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.