NL Contact Center Professional - Fixed Term

ING Hubs Philippines; Metro Manila; On-site; PHP 260,000 - 420,000; Full time

Benefits offered by this job

Competitive compensation and Allow-lan

International work environment

Continuous learning and cross-skilling

Exposure to global banking operations

Job summary

ING Hubs Philippines is hiring for a Customer Loyalty Member III / Analyst to support Retail Banking Operations across channels, ensuring accurate processing, timely responses, and compliant service delivery. You will work in a fast-paced, international environment, collaborating with teams to enhance customer experience and drive continuous improvement.

The role focuses on resolving inquiries end-to-end, managing multiple priorities, and applying risk and compliance standards in daily

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.

Responsibilities

• Deliver excellent customer service across multiple channels.
• Support payments, cards, online banking inquiries.
• Process requests accurately while following regulations.
• Manage end-to-end resolution of inquiries and complaints.
• Identify and correct system-generated responses when needed.
• Adapt across processes and channels per business needs.
• Support productivity, quality, and turnaround-time objectives.
• Collaborate with colleagues and stakeholders to achieve goals.
• Apply risk and compliance standards daily.
• Contribute to continuous improvement initiatives.

Skills

English communication

Customer service

Problem solving

Analytical thinking

Attention to detail

MS Office

Education

College degree or equivalent

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.