Agente Customer Contact Center

Descrizione del ruolo

Inserito nell’ambito del COO-Customer Contact Center e riportando al CCC IBI Coordinator, la risorsa ha una comprovata esperienza e perizia nella gestione di più prodotti della Banca per cui ne cura l’assistenza tramite telefono (sia in inbound che in outbound) ed altri canali di comunicazione (ad es. chat, video, e-mail) e intrattiene i rapporti con la clientela acquisita. In particolare dovrà gestire telefonicamente i casi di Phishing, Frodi e Disconoscimenti segnalati dai clienti e porre in essere tutte le azioni volte a mettere in sicurezza la posizione del cliente ed a rassicurarlo.

Principali Responsabilità

• Prendere in carico le segnalazioni di Phishing/Frodi/Disconoscimenti dei clienti
• Analizzare la posizione dei clienti mettendola in sicurezza
• Dare rassicurazioni ai clienti
• Indirizzare richieste verso i vari Uffici interessati ove necessario
• Monitorare l’andamento della gestione ove necessario
• Aggiornare i clienti sull’andamento della gestione e sull’esito finale ove necessario
• Segnalare anomalie, evidenziare processi e/o procedure che vanno migliorati

Requisiti Richiesti

• Buona conoscenza dei Prodotti della Banca e dei relativi processi
• Ottima conoscenza del processo di Phishing/Frodi/Disconoscimenti
• Capacità di analisi delle problematiche anche complesse
• Spiccato problem solving
• Abilità dell’abbinare velocità e qualità di gestione
• Disponibilità a lavorare su turni secondo una matrice definita
• Autonomia nell’organizzazione del proprio lavoro
• Capacità di lavorare in Team
• Predisposizione a lavorare per obiettivi
• Padronanza del contatto telefonico inbound/outbound e dell’utilizzo dell’email.

Educational Qualifications:

Diploma/Laurea

Technical, Language and other Specialised Skills:

Lingua inglese e dimestichezza con i sistemi operativi ed il pacchetto Office.

Work Experience:

2-3 anni di esperienza all’interno di un Contact Center Bancario con esperienza di gestione telefonica inbound/outbound

Duration: Permanent

Location: Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder ⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
• Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com
• No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.