Customer Loyalty Member - Spanish

About the Role

We are looking for a Customer Loyalty – Spanish Legal & Admin Specialist to support the Retail business of ING, primarily handling Spanish Legal and Administrative processes. In this role, you will manage requests from stakeholders and government entities, ensuring compliance with regulatory requirements while handling sensitive information with the highest level of confidentiality.

This position is ideal for someone who takes ownership, anticipates needs, collaborates effectively, and consistently aims to make processes better.

What You’ll Do

• Handle daily processing, verification, and turnover of customer requests.
• Investigate and resolve customer complaints in coordination with internal stakeholders.
• Maintain and update tracking tools; perform quality checks on daily outputs.
• Ensure timely resolution of cases and escalate issues as needed.
• Research and interpret information to address uncommon client queries and contribute to ING’s knowledge library.
• Support presentations, reporting, training, and related business activities.
• Adhere to all compliance, risk, and audit requirements.
• Participate in process improvement initiatives and BCP (Business Continuity Planning) activities.

What You Bring

Core Skills

• Strong service delivery mindset and commitment to continuous improvement.
• Excellent written and verbal communication skills.
• Outstanding interpersonal and teamwork abilities.
• Strong customer focus.
• Ability to research, interpret, and relay information accurately.
• Intermediate proficiency in MS Excel, email, and online tools.
• High level of accuracy and consistent quality output.

Qualifications & Experience

• Proficiency in Spanish (oral and written).
• At least 2 years of experience in transaction processing or customer-facing work.
• Banking industry background—preferably in Retail, Consumer, Private, or Commercial segments.
• Experience in Global Operations.
• Prior involvement in process offshoring, projects, or audit activities is an advantage.
• Willingness to work European hours, Philippine holidays, and render overtime when required.
• Strong sense of responsibility and ability to work independently.
• Openness to complete required certifications.

What’s In It for You

• Competitive compensation package and allowances.
• Opportunity to work with one of the world’s most innovative digital banks.
• A diverse, creative, and energetic team environment.
• A culture built on collaboration, continuous learning, and growth.