Customer Loyalty Expert

REQ-10093741
22/04/2025
Customer Loyalty
Milan, Italy
ING Bank

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The Customer Loyalty Team Officer is responsible for managing and resolving customer complaints in a timely and efficient manner. This role involves investigating complaints, liaising with relevant departments, and ensuring customer satisfaction while adhering to the bank's policies and procedures.

Key Responsibilities:

Complaint Handling: Receive, log, and investigate customer complaints.
Resolution: Work with relevant departments to resolve complaints and provide appropriate solutions.
Communication: Maintain clear and professional communication with customers throughout the complaint resolution process.
Documentation: Keep accurate records of complaints and resolutions, ensuring compliance with regulatory requirements.
Reporting: Prepare regular reports on complaint trends and outcomes for management review.
Customer Service: Provide excellent customer service and ensure a positive experience for all customers.
Policy Adherence: Ensure all complaint handling procedures comply with the bank's policies and regulatory requirements.

Education: Bachelor's degree in Business Administration, Finance, or a related field.
Experience: Minimum of 2 years of experience in customer service or complaint handling, preferably in the banking sector.
Skills: Strong communication and interpersonal skills, problem-solving abilities, attention to detail, and proficiency in MS Office.
Attributes: Empathetic, patient, and able to handle stressful situations calmly and professionally.

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Elena Salvi

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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.