Contact Center Senior Analyst

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.

ING is looking for a colleague with the talent to take something on and make it happen, who is enthusiastic about helping others be successful and has the gift of always being one step ahead and a person who always collaborates, listens, and invests in others to achieve shared goals.

Job description:

In this job as Customer Loyalty Member, you are in contact with ING’s clients through live chat. These private individual clients have questions about their daily banking products – e.g. payments, cards or online banking. We use a chatbot that helps all customers first. If the chatbot cannot (sufficiently) help the customer, the chat conversation will be transferred to one of our members. Because the clients are mostly based in the Netherlands, clients can chat in Dutch or English.  The Dutch chats you will process will be translated with the use of translation tooling. Your goal in this job is to understand what information or support is needed to provide an excellent and efficient service. Personal, knowledgeable, and proactive!

As a customer loyalty member this means:

• Exploring solutions to less common client queries using ING’s library of client solutions.
• Managing end-to-end the execution of client requests and complaint resolution actions. 
• Actively suggesting and contributing to initiatives to improve customer satisfaction.
• Participate in the onboarding process for new employees through organizing and provide training (soft skills/technical skills)
• Participate in performing quality checks and providing a structural coaching approach.
• Ensure involvement in the feedback loop with circle leads and members.

During Dutch office hours you will chat with three clients at once. The most common questions are about:

• Online banking: Assistance with Mobile App / Web.
• Credit cards: inquiries on card payments, purchase insurance or card modifications.
• Phishing emails or text messages.
• Opening or closing of a current and/or savings account.

Candidate requirements:

• You are a college graduate or with a minimum 3-year professional working experience, ideally in a Shared Service or BPO environment or Retail Banking.
• Experience in training, coaching and/or project management.
• Experience in a function as a chat customer contact employee an advantage.
• You are willing to obtain and pass the required certification on the first week of training as this is a mandatory requirement.
• You are proficient in spoken and written English.  Have excellent typing skills.
• You can multitask well and easily switch between different customer questions (three chats at a time).
• You are client oriented. You show interest and you are focused on a long-term solution for the client.
• You are analytical and decisive. You listen to the customer and ask specific questions. You separate main and secondary matters and quickly get to the core of customer demand.
• In a team context, you give your colleagues feedback, and you understand the added value of receiving feedback.
• You are willing to work on mid to night shifts, different rest days, weekends, holidays and render overtime as needed.