transaction processing specialist - Italian speaker / non Italian speakerING

JOB FUNCTION: Customer Handling Specialist
REPORTING TO: Customer Handling/Transaction Processing Circle Lead
Overall Function
Handles end-to-end execution of client offboarding activity (coming from customer request or bank initiative) and complaint resolution actions
Collaborate with internal stakeholders from other departments and other Value Centers of the bank for resolution and actions needed for the execution of requests or complaints.
Maintains basic knowledge of ING's product and services, values and principles, and applicable regulations
Key Responsibilities
Handles daily processing/verification/hand-over of all customers' requests, investigation of customer's complaints and coordination with internal stakeholders for resolution.
Grants timely processing of offboarding activities from daily inflow of requests, product closing and 4-eyes payments, in order to meet agreed SLAs within mandatory time limits (shown in the tracking tool).
Keeps tracking tool updated and performs quality checking of daily offboarding backlog (inflow / in progress / on hold / closed) and customer care interactions of all customer contacts in relevant monitoring and tracking files.
Ensure effective and timely resolution of customer complaints and requests and monitoring, timely escalating blocking issues to team lead.
Explores 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
Provides relevant information and expertise on business presentations, reporting, training, and other similar activities
Adheres to risk and compliance processes
Participates in Process Improvement Activities
Participates in Audit related and BCP Activities
Background and Experience
Minimum 2 years of experience in transaction processing or direct customer handling
Experience in Banking Sector. Preferably Retail, Consumer, Private and Commercial.
Experience in Global Operations
Preferably with experience in KYC, Client Offboarding, Payments or Settlements
Preferably with Experience in Process Offshoring, Projects and Audit Activities.
Skills
Service delivery/process oriented with great attitude to the continuous improvement
Strong customer focus
Excellent written and verbal communication skills
Very good interpersonal skills and team working
Ability to research, interpret and relay information accurately
Intermediate PC skills, including MS Excel, internet and e-mail
Ability to multitask
ING

Taguig City, Metro Manila
Permanent
Full-time