ING Hubs Philippines (ING Hubs PH) is a part of the ING organization, delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working at ING 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 and in business. We believe that sustainable progress is driven by people with the imagination and 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 bankin
g!
Job Descripti
- on: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 natu
- re.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 banki
- ng.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 need
- ed.Understand what information or support is needed to provide excellent and efficient servi
- ce.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 requir
- ed.Adhere to risk and compliance process
- es.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 polici
- es.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 issu
- es.Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Take immediate, decisive, and independent action to resolve issues or problems. Persist as needed. Quickly and consistently identify and pursue beneficial new opportuniti
- es.Build partnerships and work collaboratively with others to meet shared objectives. Readily involve others to accomplish goals; communicate effectively and share information; discourage us versus them thinking; show appreciation for others ideas and inp
- ut.Work with minimum supervision and provide technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectiv
- es.Perform other tasks as may be assign
ed.
You a
- re: A College graduate or equivalent professional working experience in the Banking domain, ideally in a Shared Service or BPO environment; or a professional and mature individual displaying the following behaviors and competenc
- ies:Analytical, flexible, open-minded, a team pla
- yer.Able to deal with tight deadli
- nes.Proficient in spoken and written Engl
- ish.Knowledgeable in MS Offi
- ce .Able to adapt in a fast-paced working environm
- ent.Able to perform standard operati
- ons.Able to perform standard payments correc
- tly.Able to execute quality che
- cks.Stay abreast of developments within own fi
- eld.Comply with work process instructions and scri
- pts.Report incidents linked to products and servi
- ces.Act independently when executing customer requests, making standard payments, and improving workmans
- hip.Appeal as needed to supervisor/other customer loyalty team members for advice and support in performing new or non-standard operati
- ons.Able to do daily consultation with team members regarding work progress and more complex fi
- les.Willing to obtain the required certifications within set timeframes as required for the role (ex. Febelfin certification, among othe
rs).
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 resolu
- tion.Work on various shifts (morning, mid, night), different rest days, weekends, holidays, and render overtime as ne
eded.
You wan
- t to: Enjoy competitive compensation and allow
- ances.Be part of one of the most innovative and exciting digital banks in the
- world.Be part of a diverse, creative, and energized
team.
