CLT Member Business Clients (Customer Requests)
Background on what ING is about (Generic ING background):
ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.
At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.
ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!
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). 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.
As a Customer Loyalty Member, you are the point of contact for our customers for all their questions about their card contracts. You will receive requests from customers or other departments to adapt the customer's contract or delete it from our database or via the programmes of our external partners.
CARDS
DHL cards shipment
Based on a template received from the relationship manager or colleague from CLT, order and/or send the card and code to the address indicated on the document.
Duplicate WL codes/addresses:
On the basis of a template, we ask Worldline to send us the duplicate credit card statements. Once received, send it to the customer by e-mail.
Raise temporary limit of MasterCard business:
Based on a template received, verify customer risk class, account balance, and then increase the limit using the Gui on Cams program.
Block card/bankruptcy:
On the basis of e-mails from various departments, block cards and card contracts at the bank's initiative
You will also receive requests from our third-party providers to process the following task:
Third Party Providers (TPP)
Maintain contact with your stakeholders via e-mail, telephone and (video)chat.
Continuously meet customer expectations: the WOW effect in the In-Life processes related to business clients for their reporting requests.
Acquire and keep knowledge up to date in order to perform activities correctly and professionally.
Take into account and respect the applicable laws and regulations.
Ensure the operational processing of the customer's request while respecting the applicable procedures and service level agreements.
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
A flexible attitude, you will find it no problem to work in the extended opening hours of
- 00-18.00h (CET)
You are Proficient in spoken and written English (Nice to have other languages in scope of the provided service, i.e., French or 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 must 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 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.
