senior AnalystING Business Shared Services B.V.

Job Description
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.
Activity:
CLT Belgium Credit Cards is responsible for managing online applications for new credit cards and requests for limit changes for existing credit cards. They analyze the application according to strict procedures, contact the customer, if necessary (via email), handle the dispatch of contracts, etc.
Job Description:
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.
Carefully encode customer contacts in the systems.
Operationally process the customer request in our systems.
Take into account the applicable legislation and regulations.
Adhering to risk and compliance processes.
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
Ensure seamless service delivery with exceptional quality.
Thrive in complexity - you are able to succeed despite uncertainty is highly collaborative, constructive, and results-driven.
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.
Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals stays in touch and shares information discourages us versus them thinking shows appreciation for others ideas and input.
Able to work without or less supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
Act as the subject matter expert of a team providing customer service support, and play a key role in helping the team and colleagues to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.
If you are:
A College Graduate with minimum 2 years professional working experience, ideally in a Shared Service or BPO environment.
Able to follow a range of mandatory process steps to ensure that work is carried out to the required standards.
Able to clearly communicate your analyses, ideas, results and thoughts is essential.
Able to show attention to detail and ability to follow complex workflow and procedures.
Able to learn processes, new tools and tasks quickly. Able to achieve results, even under tough circumstances.
Highly collaborative and a strong team player.
Willing to obtain the certificates required as part of your activities and willing to become certified within 12 months for the required certifications (IDD, )
Willing to work on night shifts, holidays and render overtime as needed.
Proficient in spoken and written English.
If you can:
Work with Customer Loyalty Team Members in the Retail Banking Department
Provide service excellence to ING's customers as first point of contact.
Take ownership of all customer interactions to personally drive each customer inquiry, request or complaint to satisfactory resolution.
Become certified within 12 months for the required certifications (IDD, )
Work on mid to night shifts, including holidays, weekends and overtime if needed.
If you want to:
Work in downtown BGC, the country's economic center.
Enjoy competitive compensation and allowances.
Be part of one of the most innovative and exciting digital bank in the world.
Be part of a diverse, creative, and energized team.