Retail Banking Disputes Analyst - Customer Care

ING Hubs Philippines; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Competitive compensation

Career growth

Global exposure

Diversity & inclusion

Digital banking leader

Job summary

ING Hubs Philippines is seeking an Analyst in Retail Banking Operations to deliver exceptional customer service across chat, calls, and channels. You will handle everyday banking needs, ensure accurate processing and compliance, and drive continuous improvements in a fast-paced environment.

The role emphasizes ownership of inquiries, collaboration with cross-functional teams, and a strong client-focused approach within a global banking setting.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience within Banking, Shared Services, Customer Operations, or a BPO environment is preferred.
• Strong verbal and written English communication skills.
• Proficiency in Microsoft Office applications.
• Ability to work in a dynamic, fast-paced environment.
• Strong analytical, problem-solving, and teamwork skills.

Responsibilities

• Support customers through multiple communication channels including chat, voice calls, video calls, email, and messaging platforms.
• Assist customers with their everyday banking needs, including payments, cards, online banking, and other retail banking products and services.
• Process customer requests accurately and efficiently while ensuring compliance with applicable regulations and policies.
• Take ownership of customer inquiries, requests, and complaints from start to resolution.
• Identify issues, recommend solutions, and contribute to continuous process improvements.
• Collaborate with colleagues across teams to achieve operational and service excellence goals.
• Support productivity, quality, and turnaround-time targets while maintaining a customer-first mindset.
• Adhere to risk, compliance, and operational procedures in all activities.

Education

Bachelor's degree

Tools

Microsoft Office

Job description

ING Hubs Philippines is seeking an Analyst in Retail Banking Operations to deliver exceptional customer service across chat, calls, and channels. You will handle everyday banking needs, ensure accurate processing and compliance, and drive continuous improvements in a fast-paced environment.

The role emphasizes ownership of inquiries, collaboration with cross-functional teams, and a strong client-focused approach within a global banking setting.