Analyst - NL Business Banking

CLT Member Business Clients (Customer Requests)

Do you want to provide excellent service to our customers? Is surprising and relieving customers truly your passion? Are you solution-oriented and happy when customers are satisfied? This is your chance because we are looking for you!

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.

ING is looking for a colleague with the talent to take something on and make it happen, who is enthusiastic about helping others be successful and has the gift of always being one step ahead and a person who always collaborates, listens, and invests in others to achieve shared goals.

What will you do as a CLT Member?

As a CLT Member, you will process customer requests for business clients. This may involve changing addresses or legal forms, adding authorized individuals to business accounts, and opening or closing

business accounts. You will handle requests carefully and efficiently. When

necessary, you will contact the customer if the request is unclear. The goal is to ensure that customers can bank worry free. You will stay up-to-date with relevant information and complete your E-learnings on time.

You will work in a Customer Loyalty Team (CLT)  and together with your team members, you will be responsible for processing customer requests accurately and efficiently, as well as being available to customers when they need assistance. Self-management and self-organization are our management philosophy. Therefore, we place responsibility where the customer expects it: with our team members. Together with your team, you will be responsible for organizing what is necessary to achieve your goals. For example, you will discuss daily tasks with your team, and the distribution of tasks may vary each day. The important thing is to handle customer requests promptly and effectively. We expect you to adapt to these changes and work together with your team.

What do we expect from you?

It is crucial that you work with precision since accurately processing customer requests is of great importance. You should be comfortable working with various systems. You are not afraid to give feedback to colleagues, and you understand the value of receiving feedback. Our goal is to improve every day. Providing and receiving feedback (and acting on it) is essential. By doing so, you help others succeed. Furthermore, you are a team player, enabling you to function optimally within the team. You are someone who takes initiative and follows through. When you see room for improvement, you don't wait; instead, you take action to implement immediate changes.

Candidate requirements:

• At least 1-2 years in-depth related work experience (back office) particularly with Shared services or BPO experience
• Nice to have credit review and analysis work experience.
• You are Proficient in spoken and written English (Nice to have other languages in scope of the provided service, i.e., Dutch)
• You have great understanding of customer needs and provide support effectively.
• You can keep accurate and organized records of customer information and transactions.
• You can adapt easily to changing processes and procedures as technology and customer requirement evolve.
• You have skills in diagnosing issues and proposing effective solutions to data management.
• You are proficient in entering and managing data accurately.
• You can navigate and troubleshoot various software system and application.
• You can prioritize tasks and manage workload effectively.
• You have great understanding of compliance – knowledge or data protection regulation like GDPR related to customer information management.

• You're stress resistant. You deal effectively with pressure and have confidence.
• In a team context, you give your colleagues feedback, and you understand the added value of receiving feedback.
• You have a bachelor’s degree of any related courses.
• You ensure SLA are met in the areas of productivity, accuracy etc.
• Fast learner, self-starter and can work effectively with minimal supervision.
• Attention to details and first time right!
• You provide process improvement to gain efficiency and improve the way of working.
• You react appropriately and to escalate issues following the standard escalation procedure.
• You are willing to work on mid to night shifts, different rest days, weekends, holidays and render overtime if needed.

If you want to:

• Will to work in One Ayala Tower in Makati City.
• Enjoy competitive compensation and allowances.
• Be part of one of the most innovative and exciting digital banks in the world.
• Be part of a diverse, creative, and energized team.