Customer Support Specialist - Open Banking @ING Hubs RO

Customer Support Specialist - Open Banking

Discover ING Hubs Romania

We started out in 2015 as ING’s software development hub – a distinct entity in relation to ING Bank Romania – then steadily expanded our range to include more services and competencies. Formerly known as ING Tech, as of 2022 we provide borderless services with bank-wide capabilities under the name of ING Hubs Romania and operate from two locations: Bucharest and Cluj.

ING Hubs Romania offers 150 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of 1400 engineers, risk, and operations professionals.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged. Work ethics, honesty and knowledge sharing are key to our teams and we’re always looking for like-minded people.

Your work environment

ING’s Payment and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments and settlements services. The PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable.

PSS is responsible for providing standardized payments and settlements services to multiple ING business lines (WB, Retail, and others) in various countries. There is a clear ambition to also look for external commercialization of our payment platforms.

PSS changes the organization towards a true Services-based organization and, to deliver on ambitious promises, we have organized ourselves into a strong strategic and commercially focused organization around our eight services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities.

You work in ING’s Open Banking program, created to deliver ING’s Open Banking strategy. Open Banking evolves around Application Programming Interfaces (APIs): a way to easily open-up capabilities and share data. We believe it will help ING to accelerate innovation and collaboration with partners, customers and platforms to improve customer experiences and create new business models. Key to success is our developer portal at developer.ing.com which enables parties to connect and create value in an easy, secure and scalable way.

Your Role

As part of our Developer Support Team you will be responsible for providing excellent support services to external developers who consume ING APIs or visit the ING developer portal.

What You Will Do

• Provide day-to-day support to external developers (third-party providers, fintech partners and institutional clients) by troubleshooting API issues, resolving technical questions, and ensuring timely incident resolution in line with Service Level Agreements (SLAs). Emphasise adherence to ITIL-aligned incident management processes and rapid response times to meet the high expectations of European banking clients.
• Review, document, troubleshoot and resolve developers’ technical questions, with strong communication skills, empathy and in liaising with product experts and engineering teams.
• Assist new API consumers with onboarding – e.g. guiding them through API registration, authentication (OAuth 2.0/SCA), and test environments.
  
• Provide developers feedback on their issues as those progress within expected Service Level Agreements (SLAs), manage customer expectations and report on KPIs and SLAs.
• Act as a bridge and assist with the communication between the developer and internal teams (including Legal) when escalating issues.
• Coordinate closely with backend API developers, security teams, and product owners to resolve complex issues and improve the APIs.
• Effectively triaging and managing escalations to engineering teams for issues that cannot be resolved.
• Take ownership of documentation common issues and solutions and maintain an up-to-date developer knowledge base and FAQs.

• Work closely with stakeholders in shaping and improving the support customer journeys (including claim, dispute and incident management processes).
• Serve as the voice of the customer inside the organisation by ensuring developer feedback is clearly captured and conveyed internally; identify patterns, propose enhancements, and thereby contribute to better API products and services.

What You Bring to the team

• You are experienced in dealing with complex customer queries, including technical questions, in a customer support and client-facing role.
• You have a proven ability to understand clients’ needs and provide support with strong attention skills, report building and empathy.
• You are able to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
• You have a proven ability to multi-task and successfully manage multiple priorities simultaneously.
• You are highly organised and reliable and have strong analytical skills.
• You are able to maintain effective work relationships with stakeholders at all levels, particularly internal development teams.

• You have a Bachelors Degree, preferably IT background or equivalent.
• You have excellent English verbal and written communication skills.

We are looking for

Someone who is passionate about achieving excellent servicing standards and helping others, specifically customers, to be successful. You are a naturally collaborative person who listens and collaborates with others to achieve common goals. You are an energetic, dedicated and fun professional, who takes initiative, has a strong drive to deliver, and is confident and persistent. You make things happen thanks to your ‘can do’ attitude and excellent planning and organisational skills.

How to succeed

We hire driven and ambitions people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).