Contact Center Senior Analyst - NL Chat

In this job as Contact Center Professional, you are in contact with ING’s clients through live chat. These private individual clients have questions about their daily banking products – e.g. payments, cards or online banking. We use a chatbot that helps all customers first. If the chatbot cannot (sufficiently) help the customer, the chat conversation will be transferred to one of our members. Because the clients are mostly based in the Netherlands, clients can chat in Dutch or English.  The Dutch chats you will process will be translated with the use of translation tooling. Your goal in this job is to understand what information or support is needed to provide an excellent and efficient service. Personal, knowledgeable, and proactive!

As a contact center professional this means:

• Exploring solutions to less common client queries using ING’s library of client solutions.
• Managing end-to-end the execution of client requests and complaint resolution actions. 
• Actively suggesting and contributing to initiatives to improve customer satisfaction.
• Participate in the onboarding process for new employees through organizing and provide training (soft skills/technical skills)
• Participate in performing quality checks and providing a structural coaching approach.
• Ensure involvement in the feedback loop with circle leads and members.
• You are assertive and you like to take initiative.
• Going through the fire for the customer
• You open up, dare to be vulnerable and you want to grow personally and professionally.

During Dutch office hours you will chat with three clients at once. The most common questions are about:

• Online banking: Assistance with Mobile App / Web.
• Credit cards: inquiries on card payments, purchase insurance or card modifications.
• Phishing emails or text messages.
• Opening or closing of a current and/or savings account.