Contact Center Professional – Fixed Term

About the role

ING is seeking a Contact Center Professional to join its Retail Banking Operations team in the Philippines. You will be the front‑line representative for customers, handling inquiries across chat, phone, video, email and messaging platforms while ensuring a seamless banking experience.

Key responsibilities

• Deliver excellent customer service across multiple communication channels.
• Support customers with payments, cards, online banking and other daily banking products.
• Process requests accurately, adhering to regulatory and procedural standards.
• Manage end‑to‑end resolution of inquiries and complaints.
• Identify and correct system‑generated responses when necessary.
• Adapt to different processes and channels based on business needs.
• Collaborate with colleagues and stakeholders to meet productivity, quality and turnaround‑time targets.
• Apply risk and compliance standards in daily operations.
• Contribute to continuous‑improvement and operational‑excellence initiatives.

Required profile

• A college degree or equivalent professional experience, preferably in banking, shared services or a BPO environment.
• Strong written and verbal English communication skills.
• Excellent customer‑service mindset and problem‑solving abilities.
• Analytical thinking with attention to detail.
• Flexibility and adaptability in a dynamic environment.
• Ability to work independently while collaborating effectively with others.
• Continuous learning mindset and willingness to obtain role‑related certifications.
• Capability to manage multiple priorities while maintaining quality.

Required skills

• Working knowledge of Microsoft Office applications.