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Specialist

Employee | Administration / Operations | Professional | Makati | 2024-06-20 | REQ-10076201

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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) with approximately 11 colleagues. 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 3-5 years in-depth related work experience (back office) particularly with Shared services or BPO experience
  • You are Proficient in spoken and written English (Nice to have other languages in scope of the provided service, i.e., Dutch)
  • You can multitask well and easily switch between different systems to process the request accurately and within the set handle time.
  • You are analytical and decisive. You can interpret the customer request and know what has to be done.
  • 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 are experienced in knowledge transfer, onboarding new hires and coaching team members to ensure SLA are met in the areas of productivity, accuracy etc.
  • You are a Subject Matter Expert handling E2E processes for simple and complex task, main contact person for escalation handling, managing workflow, and priorities.
  • You ensure continuity when team lead in absent (role of alternate)
  • You are willing to obtain the required certification on the first week of training.
  • 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:

  • Willing 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.

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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Philippines apply.

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