Customer Care Analyst

Employees in this level 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 nature.  

Providing accurate and up-to-date information and resolution to existing / potential clients on a variety of channels, primarily in a written format (Chat).   

Use the translation tool since Chats will be received in French and/or Dutch. 

May be assigned to also handle English chat, depends on the volume. 

Exploring solutions to less common client queries by identifying relevant ING experts to consult and interpreting information in a way that is accurate and relevant for the client’s context, and actively contributes to ING’s library of client solutions.  

Managing end-to-end the execution of client requests and complaint resolution actions.   

Actively suggests and contributes to initiatives to improve customer satisfaction and customer service performance metrics.  

Follow a range of mandatory process steps to ensure that work is carried out to the required standards to protect the organization from risk. Escalate situations that deviate from the mandatory procedures. 

Customer Order Processing - Record and process custom/special customer orders, often dealing with ambiguous delivery expectations. 

Operations Management - Provide operational support by performing a range of route activities using existing systems and protocols. 

Reports deviations to the appropriate person/body. Understands the mission and vision of the company and has the ability to integrate this in day-to-day activities or as input for projects. Acts in line with ING rules and policies.