Customer Care Analyst - Chat (Rolling Intake)

About ING 

ING is a leading European universal bank. Our more than 60,000 employees serve around 37 million customers, corporate clients and financial institutions in over 40 countries. Our purpose is to empower people to stay a step ahead in life and in business.

Your role

Job Description:

• Employees at 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 also handle English Chat
• 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 to 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 can integrate this into day-to-day activities or as input for projects. Acts in line with ING rules and policies.

Training & development

At ING, all trainees engage in global learning events, delving into core banking intricacies, including bank roles, balance sheets, funding, IT processes, and risk management. These events also nurture essential soft skills like business collaboration, stakeholder management, and presentation techniques, tailored to each traineeship track.

Benefits

Some benefits include:

• An attractive salary
• 13th-month salary
• Holiday leave days
• Flexible working hours and working from home (hybrid mode)
• Maternity leave
• Pension scheme
• They offer a fixed monthly compensation for the costs of internet and other working-from-home-costs

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 banks in the world.
• Be part of a diverse, creative, and energized team.

Career progression

There is a strong focus on your growth from several perspectives:

• Personal: They help you to improve your effectiveness, such as time management, presentation skills, teamwork, and leadership skills.
• Professional: You learn the basics of our core business of banking, enhance your knowledge of the financial services sector, and develop your skills in areas such as preparing business models and taking part in pitches.
• Organizational: You gain insights into the business and an understanding of the competitive landscape and ING’s strategic priorities.
• Relational: You learn the importance of building a strong network that reaches all of ING’s locations and beyond. They help you become an ambassador for ING and their values.

Work-life balance

At ING, clarity of thought thrives when you're rested, healthy, and enjoying life. Across many regions, they provide flexible working arrangements, including flexitime, remote options, and part-time opportunities, enabling you to find the perfect equilibrium between your career and personal life.

Company culture

At ING, their culture empowers individuals in life and work, driven by a profound belief in people's potential. They foster an environment where every voice is heard, decisions are trusted, and creativity is encouraged, ensuring that everyone can make a meaningful impact on the present and the future of banking.

About you

If you are:

• A College Graduate or with a minimum of 1-year 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.
• Being able to 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 mid to night shifts, different rest days, weekends, and holidays, and render overtime as needed.
• Proficient in spoken and written English.

If you can:

• Work with Customer Loyalty Members in the Retail Banking Department
• Provide service excellence to ING’s customers and take ownership of all customer interactions to personally drive each customer inquiry, request, or complaint to a satisfactory resolution.

How to apply

Please click on the "Apply on employer site" on this page.

ING Recruitment Process:

• Apply based on the role requirements listed on the job posting
• If deemed fit, recruitment will call you for the initial interview
• Once you pass, the recruitment interview, you will be endorsed for the Business interview / Final interview 
• Once identified for the role, an offer will be discussed by the recruiter together with the contract

Source/s:

• ing. jobs
• youtube.com