Retail Banking Ops Analyst - Cards & Disputes

ING Hubs Philippines; Metro Manila; On-site; PHP 360,000 - 720,000; Full time

Job summary

ING Hubs Philippines is seeking an Analyst in Retail Banking Operations to enhance customer experiences across multiple channels. You will handle payments, cards, online banking, and other retail services while ensuring accurate processing and regulatory compliance.

The role emphasizes customer-centric service, cross-team collaboration, and a proactive approach to issue resolution, with shifts including mornings, mid, or nights as required.

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

Skills

Verbal and written English

Analytical

Teamwork

Fast-paced work style

Customer service mindset

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

ING Hubs Philippines is seeking an Analyst in Retail Banking Operations to enhance customer experiences across multiple channels. You will handle payments, cards, online banking, and other retail services while ensuring accurate processing and regulatory compliance.

The role emphasizes customer-centric service, cross-team collaboration, and a proactive approach to issue resolution, with shifts including mornings, mid, or nights as required.