Customer Care Senior Analyst

Background on what ING is about (Generic ING background):

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and 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 banking!

Job Overview

As a Customer Care Senior Analyst, you will be a part of a team with other Customer Care Specialists, and a Circle Lead working a fully rotational roster in line with business requirements across the Contact Centre hours of operation.This role is crucial in managing our customers’ experience with ING as it is the first point of contact with our customers for all enquiries on Daily Banking products. Customer Care Agents will be responsible for communicating effectively through a combination of inbound, outbound, written activities with new and existing clients.Every aspect of this role relates to the customer experience you provide; ensuring you service our customers by identifying their needs and providing empathy and appropriate solutions whilst maintaining a friendly, resilient, courteous, and professional and language of written messages aligned to Retail Country standards to ensure excellent customer service and no change to customer behavior. This will be evaluated through the existing QA program in the Retail Country.

Key Responsibilities

Provide service excellence in sales through service environment, supporting business growth targets, vision, and goals.Take ownership of all customer interactions, “One & Done, Two’s Too Many”Take ownership of own development to increase on the job knowledge and personal growth development.Help support the development of Junior team membersBe able to communicate and work well with Stakeholders

Key Capabilities/Experience

Contact Center/ BPO ExperienceExperience on supporting a Financial Account Providing accurate product and process information to customersDetermine product options to meet customers’ needsAct within relevant legislative requirementsAnalyse personal score card to identify and recommend ways to improve and measure performance through objectives

Minimum Qualifications

Intermediate PC skills, including internet and e-mail Ability to multitask Strong customer centric focus Ability to retain, interpret, relay informationProven skills in telephony and sales Exceptional verbal and written communication skillsEffective ListeningAbility to problem solve and think outside of the boxAbility to work as part of a team Effective interpersonal skills Ability to work in a busy environment and under pressure Ability to work in a highly structured environmentSelf-motivated and goal orientatedManaging self through distressing or challenging interactions