AU Voice and Chat

Job Description: • 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. • Interact with ING’s clients through chat (live or otherwise), voice or video calls, email, messaging, and other communication channels, as may be assigned. These clients have questions and concerns about, among others, their daily banking products – ex. payments, cards, online banking. • Operationally process customer requests in our systems, considering applicable legislation and regulations. Manage end-to-end execution of client requests and complaint resolution actions, including identifying and correcting system-generated responses, as needed. • Understand what information or support is needed to provide excellent and efficient service. • Proactive in cross-skilling initiatives within the organization. Able to learn multiple processes and can be assigned to various channels according to business needs. Is flexible and agile to switch between channels as required. • Adhere to risk and compliance processes. • Report deviations to the appropriate person/body. Understand the mission and vision of the company and integrate this in day-to-day activities or as input for projects. Act in line with ING rules and policies. • Help the team and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with complex and other relevant issues. • Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Take immediate, decisive, and independent action to resolve issues or problems. Persist as needed. Quickly and consistently identify and pursue beneficial new opportunities. • Build partnerships and work collaboratively with others to meet shared objectives. Readily involve others to accomplish goals; communicate effectively and share information; discourage "us versus them" thinking; show appreciation for others' ideas and input. • Work with minimum supervision and provide technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives. • Perform other tasks as may be assigned. You are: • A College graduate or equivalent professional working experience in the Banking domain, ideally in a Shared Service or BPO environment; or a professional and mature individual displaying the following behaviors and competencies: o Analytical, flexible, open-minded, a team player. o Able to deal with tight deadlines. o Proficient in spoken and written English. o Knowledgeable in MS Office . o Able to adapt in a fast-paced working environment. o Able to perform standard operations. o Able to perform standard payments correctly. o Able to execute quality checks. o Stay abreast of developments within own field. o Comply with work process instructions and scripts. o Report incidents linked to products and services. o Act independently when executing customer requests, making standard payments, and improving workmanship. o Appeal as needed to supervisor/other customer loyalty team members for advice and support in performing new or non-standard operations. o Able to do daily consultation with team members regarding work progress and more complex files. o Willing to obtain the required certifications within set timeframes as required for the role (ex. Febelfin certification, among others). You can: • Provide service excellence to ING’s customers and take ownership of all customer interactions to personally drive each customer inquiry, request, or complaint to satisfactory resolution. • Work on various shifts (morning, mid, night), different rest days, weekends, holidays, and render overtime as needed. You want to: • 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.

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