NL Collections Senior Analyst

Job Role: Customer Loyalty Member IV / Contact Center Professional VI

Job Title: Senior Analyst

ING Hubs Philippines (ING Hubs PH) is a part of the ING organization, delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working at ING Hubs PH means working with the most diverse workforce where no challenge is the same.

At ING, our purpose is to empower people to stay a step ahead in life and in 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 Description:

• 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.  
• Interact with ING’s clients through chat (live or otherwise), voice or video calls, email, messaging, and other communication channels, as may be assigned. These clients have questions and concerns about, among others, their daily banking products – ex. payments, cards, online banking.
• Operationally process customer requests in our systems, considering applicable legislation and regulations. Manage end-to-end execution of client requests and complaint resolution actions, including identifying and correcting system-generated responses, as needed.
• Understand what information or support is needed to provide and excellent and efficient service.
• Adhere to risk and compliance processes.  
• Report deviations to the appropriate person/body. Understand the mission and vision of the company and integrate this in day-to-day activities or as input for projects. Act in line with ING rules and policies. 
• Help the team and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with complex and other relevant issues. 
• Proactive in cross-skilling initiatives within the organization. Able to learn multiple processes and can be assigned to various channels according to business needs. Is flexible and agile to switch between channels as required.
• Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Take immediate, decisive, and independent action to resolve issues or problems. Persist as needed. Quickly and consistently identify and pursue beneficial new opportunities. 
• Build partnerships and work collaboratively with others to meet shared objectives. Readily involve others to accomplish goals; communicate effectively and share information; discourage "us versus them" thinking; show appreciation for others' ideas and input. 
• Work with minimum supervision and provide technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives. 
• Undertake additional responsibilities as needed, including but not limited to onboarding new team members, leading continuous improvement initiatives, providing peer-to-peer coaching, conducting quality reviews, and supporting other operational priorities.
• Perform other tasks as may be assigned.

You are:

• A College Graduate with minimum 3 years of professional working experience, ideally in a Shared Service or BPO environment, or Retail Banking. 
• 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. 
• Able to show attention to detail and follow complex workflows and procedures. 
• Able to learn processes, new tools and tasks quickly.  Able to achieve results, even under tough circumstances. 
• A highly collaborative and a strong team player. 
• Client oriented and show interest and focus on a long-term solution for the client.
• One who deals effectively with pressure and has confidence.
• Willing to obtain the required certifications within set timeframes as required for the role (ex. Febelfin certification, among others).
• Proficient in spoken and written English. 
• Willing to work on morning, mid, and/or night shifts.

You can:

• Provide service excellence to ING’s customers and take ownership of all customer interactions to personally drive each customer inquiry, request, or complaint to satisfactory resolution. 
• Work on various shifts (morning, mid, night), different rest days, weekends, holidays, and render overtime as needed. 

You want to:

• Enjoy competitive compensation and allowances. 
• Be part of one of the most innovative and exciting digital banks in the world. 
• Be part of a diverse, creative, and energized team.