Customer Contact Center - Private Banking

Customer Contact Center Agent Internal Team Private Banking

Descrizione del ruolo

Inserito nell’ambito dell’Area Operations and Customer Service-Customer Contact Center e riportando al Customer Contact Center Internal Coordinator, la risorsa ha una comprovata esperienza e perizia nella gestione di più Prodotti della Banca per cui ne cura l’assistenza multicanale principalmente tramite telefono (sia in inbound che in outbound) ed altri canali di comunicazione (ad es. chat, e-mail) e intrattiene i rapporti con la Clientela acquisita.

Principali Responsabilità

• Dare informazioni ed eseguire tutte le operazioni richieste dalla Clientela

• Prendere in carico le segnalazioni dei Clienti con massima empatia e attenzione offrendo soluzioni rapide ed efficaci

• Analizzare le posizioni dei Clienti, rassicurandoli e indirizzando le relative richieste verso le varie Funzioni Interne in caso di necessità

• Adoperarsi per gestire problematiche anche complesse attivandosi per segnalare opportunamente ogni eventuale motivo di insoddisfazione o di lamentela

• Monitorare l’andamento della gestione delle richieste aperte ove necessario

• Aggiornare i Clienti sull’andamento della gestione e sull’esito finale delle richieste ove opportuno

• Segnalare anomalie, evidenziare processi e/o procedure che vanno migliorati

Requisiti Richiesti

• Laurea in discipline economiche, giuridiche, bancarie, assicurative o finanziarie preferibile

• Solida conoscenza dei Prodotti della Banca e dei processi operativi

• Buona conoscenza specifica dei Prodotti Trading on Line e Fondi Comuni d’Investimento

• Conoscenza della lingua inglese preferibile

• Capacità di analisi delle problematiche anche complesse

• Ottime capacità relazionali e comunicative

• Spiccato problem solving

• Abilità nell’abbinare velocità e qualità di gestione

• Disponibilità a lavorare su turni

• Autonomia nell’organizzazione del proprio lavoro

• Capacità di lavorare in Team

• Predisposizione a lavorare per obiettivi

• Padronanza del contatto telefonico inbound/outbound, familiarità dell’utilizzo dell’email e degli applicativi operativi aziendali

Working conditions:Full Time

Duration: Permanent

Location:Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.

‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working

• Competitive base salaries and performance based bonuses

• Diverse cultures & Innovative mindsets

• International Environment

• Commitment to sustainability

• Lots of training development opportunities to help you grow

• Lots of moments dedicated to physical and mental well-being

• A special day off when it is your birthday: we call it #doyourbirthday!

• And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

· Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.

· Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com

· No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.