Operations Associate | First Line Support | Tribe Management Account & Cost Management

Operations Associate First Line Support

Tribe Management Account & Cost Management | COO Finance

Background on what ING is about:

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Job Overview

As an Operations Associate First Line Support you will join the Management Accounting domain within the Tribe Management Accounting & Cost Management of COO Finance. The Tribe sits right at the heart of the complexity of the bank.

Job Description: We are looking for a driven Operations Associate to join our team. In this role, you will be the first point of contact for our customers and handle incoming support requests. You will provide assistance with technical issues and ensure a quick and efficient resolution.

The team

You will be part of a squad in an international, multidisciplinary squad composed of (tech) engineers. We follow an agile way of working and take on the requests from all our stakeholders and make it happen. These squads are high performing, self-steering teams with a high concentration of employees in India and Amsterdam while you are based in Philippines.

You will be part of a squad with frequent interaction with other departments and entities in the ING organization. It is important for the squad to clearly communicate, have customer focus and have a strong drive for performance to improve the application and inspire the squad members.

Key Responsibilities

• Receiving and logging incoming support requests via phone, email, and chat.
• Analysing and resolving first-line technical issues.
• Escalating more complex issues to the appropriate department.
• Maintaining documentation and reports of support activities.
• Contributing to the improvement of our support processes.

Experience & Minimum Qualifications

• Minimum of a completed education with relevant knowledge and skills.
• Experience in customer service and/or technical support is a plus.
• Excellent communication skills with the ability to quickly build relationships with your (international) stakeholders
• Problem-solving skills and ability to work under pressure.
• Basic knowledge of IT systems and software.