Senior Analyst - NL Cards Disputes

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

Cards Dispute Customer Loyalty Member is responsible for handling of dispute requests from ING customers.  They assess the customer’s request for correctness and completeness, and analyze the data provided if they are eligible for compensation according to the strict procedures.

Key Responsibilities

• Receives and checks completion of requirements prior dispute/chargeback processing.
• Determine whether the customer is eligible for the compensation.
• Monitors dispute response, thoroughly validates correctness of dispute response/ representment from acquiring banks, determines disposition and coordinates case feedback and resolution to pertinent units.
• You should be able to recognize and handle fraud claims (return).
• Actively initiates, contributes and supervises improvement processes within the team.
• You will monitor and control quantity and quality of work in your own CLT.
• You should be able to handle complex cases and will be a sparring partner for stakeholders.