Customer Loyalty Member with English @ING Hubs Romania

We are looking for a talented and enthusiastic Customer Loyalty Member to join our ClientServices Team. Are you service orientated, willing to go the extra mile to help the client and looking forward to working in an international, dynamic and quickly expanding team? Continue reading…

Your day to day

As a member of the Customer Loyalty Team (CLT), you will:

• Resolve daily operational challenges by initiating discussions with other departments outside your area of expertise.
• Address requests related to corporate international clients from the group.
• Manage and process operational/non-commercial documentation and correspondence with clients, including account opening confirmations and capital increase letters.
• Contact clients regarding account administration issues, recalculations, payment investigations, and general banking operations (excluding commercial aspects).
• Ensure the accuracy and completeness of static data and client documentation in banking systems.
• Open, close, block, or unblock client accounts based on external or internal requests.
• Set up client accounts for automatic balance transfers and interest postings.
• Verify and confirm client signatures for processing requests.
• Sign confirmations regarding client account statuses alongside Relationship Managers when necessary.
• Accurately process documentary products, such as guarantees and amendments, within the required timeframe.
• Instruct and process necessary corrections on client accounts.
• Investigate operational errors reported by clients, whether due to incorrect instructions or processing delays.
• Provide Swift messages confirming client payments and ensure banking correspondence via SWIFT with involved financial institutions.
• Actively participate in implementing Agile methodologies and maintain this working style.
• Ensure individual and team participation in Agile events (daily stand-ups and retrospectives) and keep these events effective.
• Engage in various local and international projects related to the department’s general activities or specific Client Services tasks as requested by management.
• Involve in testing activities both internal and with clients, as required by different local or global projects, being responsible for the adequate management of the results, for providing final evidence of the activities performed at departments level and for contributing to team’s information updates

What you’ll bring to the team

• Education: Bachelor’s degree or completion of high school with an Economic profile, along with relevant experience and training in banking operations or accounting.
• Experience: At least one year of operational banking experience, preferably in a client-facing role, including servicing clients via phone, email, and chat.
• Professional Qualifications: Training in customer service and banking operations.
• Proficiency in MS Office.
• Language Proficiency: English B2/C1 (spoken and written).
• Professional Knowledge: Understanding of banking legislation and related regulations.
• Competencies: Excellent client oriented attitude and client service skills (Patience; Attentiveness; Clear Communication Skills; Ability to Use "Positive Language"), strong communication skills (oral and written), flexible, accurate, result-orientated team player with a positive drive, comfortable in a fast-changing environment,  willing to learn every day in a continuously moving global environment with high expectations of service, ability to build and maintain effective collaborative relationships, stress-resistant and able to exude calmness, for example, when incidents occur, and good organizational skills.