Client Services Payment Capability - Analyst

Job Overview

As a member of the WB Client & Digital Services - Payments Capability team, you will represent our Client Servicing function and support ING corporate clients. Your work will directly influence the quality of their banking experience, which is why we are looking for responsible, curious, and client‑centric individuals who take pride in delivering the highest level of service. 

Key Responsibilities/ Capabilities

Client Support & Inquiry Management

• Provide first-line support for payment-related inquiries received via email, InsideBusiness Service Requests (IBS), IGCC cases, and other designated channels.
• Investigate and resolve payment status inquiries, payment tracking requests, MT103 copy requests, proof of payment requests, and rejected payment inquiries.
• Coordinate with internal stakeholders to obtain updates and resolutions for client inquiries.
• Maintain ownership of cases until closure and ensure timely client communication throughout the lifecycle of the request.
• Handle complex client inquiries and escalate cases where specialist support is required.

Payment Investigation Support

• Support end-to-end payment investigations and requests for information (RFIs).
• Manage third-bank inquiries and coordinate with Payment Operations and Investigations teams.
• Monitor investigation progress and provide status updates to clients.
• Obtain required approvals and confirmations for investigation-related charges where applicable.

Client Communication

• Act as the primary client-facing contact for payment inquiry cases.
• Deliver professional, accurate, and timely communications to clients.
• Provide proactive updates during case handling and incident resolution.
• Manage client expectations regarding processing timelines and next steps.

Service Request & Workflow Management

• Create, monitor, update, and maintain service requests in applicable workflow tools.
• Route requests to the appropriate fulfillment or specialist teams when required.
• Track outstanding actions, follow-ups, and responses to ensure resolution within SLA.
• Ensure all activities are documented in accordance with operational procedures.

Risk & Control

• Operate in accordance with ING's 1st Line of Defense principles.
• Comply with all operational risk, information security, data privacy, and customer protection requirements.
• Escalate incidents, breaches, operational risks, and control failures in a timely manner.
• Ensure adherence to documented procedures, work instructions, and service controls.

Continuous Improvement

• Identify opportunities to improve the client payment inquiry journey.
• Contribute to process standardization, automation initiatives, and knowledge management.
• Support training, documentation updates, and cross-skilling initiatives.
• Participate in operational reviews, stakeholder discussions, and process enhancement activities.

Required Knowledge & Skills

• Understanding of international payments and payment lifecycle processes.
• Knowledge of payment investigations, payment statuses, recalls, rejections, and proof of payment requests.
• Strong client service orientation and customer communication skills.
• Ability to analyze complex payment inquiries and determine appropriate resolution paths.
• Excellent verbal and written communication skills.
• Strong stakeholder management and collaboration capabilities.
• Attention to detail and strong risk awareness.
• Ability to work across multiple systems and applications simultaneously.

Minimum Qualifications and Capabilities

• You are fluent in English - verbal and written
• You are customer-focused, understand that everything we do affects our customers and you are not afraid of calling to our clients (Attentiveness and Proactiveness)
• You have large appetite to learn continuously in corporate banking
• You are recognized as person with high level of ownership
• You feel comfortable in a fast-changing environment.
• You have at least 1 year of experience in a client servicing role within ING
• You possess a strong understanding of ING payment flows and related systems, including Channels, Ordering Managers, and AMS
• You have a proven track record of working with IRM, EasyWeb, Dovetail, and BUP (other payment applications as a plus)
• You have hands-on experience in Payments Operations and client servicing activities.

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