Contact Center Professional

ING Hubs Philippines (ING Hubs PH) is apart of the ING organization,delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. WorkingatING 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 andinbusiness. We believe that sustainable progress is driven by people withthe imaginationand 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/expertiseto a specific area of the business bytaking onresponsibility for tasks of an organizational, process or operational nature. 

• Interact with ING’s clients through chat(live or otherwise),voiceor videocalls,email,messaging, andother communication channels,as may be assigned. These clients have questionsand concernsabout, among others,their daily banking products –ex. payments, cards, online banking.

• Operationally process customer requestsin our systems, consideringapplicable legislation and regulations.Manageend-to-end execution of client requests and complaint resolution actions, includingidentifyingand correcting system-generated responses, as needed.

• Understand what information or support is needed to provide excellent and efficient service.

• Proactivein cross-skillinginitiativeswithin the organization. Ableto learn multiple processes andcan be assigned to various channels according to business needs. Is flexible and agile to switch between channelsasrequired.

• Adhereto risk and compliance processes. 

• Report deviations to theappropriate 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 andother relevantissues.

• Take on new opportunitiesand tough challenges with a sense of urgency, high energy, and enthusiasm.Take immediate, decisive,andindependent action to resolve issues or problems. Persist as needed. Quickly and consistentlyidentifyand pursue beneficial new opportunities.

• Build partnerships and work collaboratively with others to meet sharedobjectives.Readilyinvolveothers toaccomplishgoals;communicate effectivelyand share information; discourage "us versus them" thinking; show appreciation for others' ideas and input.

• Work withminimumsupervision andprovidetechnical guidance whenrequiredon developing, monitoring,interpretingand understanding policies and procedures, while making sure they match organizational strategies andobjectives.

• Perform other tasks as may be assigned.

You are:

• A College graduate or equivalent professional working experience inthe Bankingdomain, ideally in a Shared Service or BPO environment; oraprofessional and mature individual displaying the following behaviors and competencies: 

• Analytical, flexible, open-minded, a team player. 

• Able to deal with tight deadlines. 

• Proficient in spoken and written English. 

• Knowledgeable in MS Office.

• Able to adaptina fast-paced working environment. 

• Able to perform standard operations. 

• Able to perform standard payments correctly. 

• Able to execute quality checks. 

• Stay abreast ofdevelopmentswithinownfield. 

• Comply withwork process instructions and scripts. 

• Reportincidents linked to products and services. 

• Act independentlywhenexecuting customer requests, making standard payments,and improving workmanship. 

• Appealas neededto supervisor/othercustomerloyaltyteammembers for advice and support in performing new or non-standard operations. 

• Able to dodaily consultation with team membersregardingwork progress and more complex files.

• Willing to obtain the required certificationswithinsettimeframesasrequiredfor the role (ex.Febelfincertification, among others).

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), differentrest days, weekends, holidays,andrenderovertime as needed.

You want to:

• Enjoy competitive compensation and allowances.

• Be part of one of the most innovative and exciting digital banksin the world.

• Be part of a diverse, creative, andenergized team.