Customer Care Senior Analyst - Native Chat

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.

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

Job Description:

• Providing accurate and up-to-date information and resolution to existing / potential clients on a variety of channels, primarily in a written format (Chat). 
• Use the translation tool since Chats will be received in French and/or Dutch. 
• Employees in this level provide detailed and comprehensive support/expertise to a specific area of the business by taking on responsibility for tasks of an organizational, process or operational nature.
• Managing end-to-end the execution of client requests and complaint resolution actions.
• Operationally process the customer request in our systems.  Take into account the applicable legislation and regulations.
• Reports deviations to the appropriate person/body. Understands the mission and vision of the company and has the ability to integrate this in day-to-day activities or as input for projects. Acts in line with ING rules and policies.
• Customer Order Processing - Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Operations Management - Provide operational support by performing a range of route activities using existing systems and protocols
• Ensure seamless service delivery with exceptional quality.
• Help the team and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.
• Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.
• Able to work without or less supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.

If you are:

• A College Graduate or anyone with maximum 1-year professional working experience, ideally in a Shared Service or BPO environment.
• Able to follow a range of mandatory process steps to ensure that work is carried out to the required standards.
• Able to clearly communicate your analyses, ideas, results and thoughts is essential.
• Able to show attention to detail and ability to follow complex workflow and procedures.
• Able to learn processes, new tools and tasks quickly.  Able to achieve results, even under tough circumstances.
• Highly collaborative and a strong team player.
• Willing to obtain the certificates required as part of your activities and willing to become certified within 12 months for the required certifications (IDD, …)
• Willing to work on mid to night shifts, rotating shifts, holidays and render overtime as needed.
• Proficient in spoken and written English.

If you can:

• Provide excellent service to ING’s customers as first point of contact.
• Provide CLT assistance in checking the quality of the chat translation from Dutch and/or French to English and vice versa.
• Take ownership of all customer interactions to personally drive each customer inquiry, request or complaint to satisfactory resolution.
• Become certified within 12 months for the required certifications (IDD, …)
• Work on mid to night shifts, rotating shifts, different rest days, including holidays, weekends, and night shifts.
• Open to rendering overtime if needed.

If you want to:

• Work in downtown BGC, the country’s economic center.
• Enjoy competitive compensation and allowances.
• Be part of one of the most innovative and exciting digital bank in the world.
• Be part of a diverse, creative, and energized team.