Analyst

Job Title: Customer Loyalty Member III – RBO Italy Daily Banking

Overview:

The role will be supporting Retail business of ING primarily European market housed in ING Hub Philippines. Customer Loyalty Account closure is responsible for managing account closure with blocking element (CAS code or linked product).

They analyze the application according to strict procedures, contact the customer, if necessary (via email), reach out to other department to require different action, etc.

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.

You are a person who always collaborates, listens and invests in others to achieve shared goals.

If you are good at:

• Service delivery/process oriented with great attitude to the continuous improvement.
• Strong customer focus.
• Excellent written and verbal communication skills.
• Very good interpersonal skills and team working.
• Ability to research, interpret and relay information accurately.
• Intermediate PC skills, including MS Excel, internet and e-mail
• Ability to multitask.

If you are:

• Minimum 2 years of experience in transaction processing or direct customer handling.
• Experience in Banking Sector. Preferably Retail, Consumer, Private and Commercial.
• Experience in Global Operations.
• Preferably with experience in KYC, Client Offboarding, Payments or Settlements.
• Preferably with Experience in Process Offshoring, Projects, and Audit Activities

• A flexible attitude, you have no problem working during the European opening hours and during Philippine holidays.
• A commercial mindset with an eye for commercial results, customer focus and entrepreneurship.
• You achieve results, even in difficult circumstances.
• You work autonomously and have a sense of responsibility.

If you can:

• Handles daily processing/verification/hand-over of all customers’ requests, investigation of customer’s complaints and coordination with internal stakeholders for resolution.
• Grants timely processing of offboarding activities from daily inflow of requests, product closing and 4-eyes payments, to meet agreed SLAs within mandatory time limits (shown in the tracking tool).
• Keeps tracking tool updated and performs quality checking of daily offboarding backlog (inflow / in progress / on hold / closed) and customer care interactions of all customer contacts in relevant monitoring and tracking files.
• Ensure effective and timely resolution of customer complaints and requests and monitoring, timely escalating blocking issues to team lead.
• Explores solutions to less common client queries by identifying relevant ING experts to consult and interpreting information in a way that is accurate and relevant for the client’s context, and actively contributes to ING’s library of client solutions.
• Provides relevant information and expertise on business presentations, reporting, training, and other similar activities.
• Adheres to risk and compliance processes.
• Participates in Process Improvement Activities
• Participates in Audit related and BCP Activities