Retail Banking Ops - Voice and Chat

REQ-10109559
23/02/2026
Contact Center
Makati City, Philippines
ING Hubs

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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 excellent and efficient service.
•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.
•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.

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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.