Payments Client Experience Specialist

ING Hubs Philippines; Metro Manila; On-site; PHP 350,000 - 520,000; Full time

Job summary

ING Hubs Philippines is seeking a client-serving professional to support ING corporate clients in payment-related inquiries and case handling. You will be the primary client-facing contact, delivering timely, accurate communications and managing cases through resolution.

You will collaborate with Payments Operations and Investigations teams, maintain documentation, and contribute to ongoing improvement initiatives in a fast-paced environment.

Qualifications

• Fluent in English (verbal and written).
• Customer-focused with proactive communication.
• Minimum 1 year in a client servicing role within ING.
• Understanding of ING payment flows and related systems (Channels, Ordering Managers, AMS).
• Hands-on experience in Payments Operations and client servicing activities.

Responsibilities

• Provide first-line support for payment-related inquiries via multiple channels.
• Investigate and resolve payment status inquiries, recalls, and proofs of payment.
• Coordinate with internal stakeholders to obtain updates and resolutions.
• Create, monitor, and route service requests in workflow tools; track actions to SLA.
• Escalate incidents and risks; ensure adherence to procedures and controls.
• Identify opportunities to improve the client payment inquiry journey and support improvements.

Skills

English fluency

Client service orientation

Communication skills

Analytical thinking

Stakeholder collaboration

Attention to detail

Tools

IR M

EasyWeb

Dovetail

BUP

Channels

Ordering Managers

AMS

Job description

ING Hubs Philippines is seeking a client-serving professional to support ING corporate clients in payment-related inquiries and case handling. You will be the primary client-facing contact, delivering timely, accurate communications and managing cases through resolution.

You will collaborate with Payments Operations and Investigations teams, maintain documentation, and contribute to ongoing improvement initiatives in a fast-paced environment.