Specialist - NL Daily Business Banking

ING

Dec 11, 2024

Job
Full-time
Mid & Senior Level
Customer Relations
Sales & Business Development
Manila
Quick Apply

AI generated summary

You need 3-5 years' back office experience, proficiency in English, strong customer focus, attention to detail, adaptability, compliance knowledge, and the ability to manage data and workloads efficiently.
You will process customer requests for business clients, collaborate with your team, adapt to changes, provide feedback, assist with onboarding, manage stakeholder communication, and drive process improvements.

Requirements

At least 3-5 years in-depth related work experience (back office) particularly with Shared services or BPO experience
Nice to have credit review and analysis work experience.
You are Proficient in spoken and written English (Nice to have other languages in scope of the provided service, i.e., Dutch)
You have great understanding of customer needs and provide support effectively.
You can keep accurate and organized records of customer information and transactions.
You can adapt easily to changing processes and procedures as technology and customer requirement evolve.
You have skills in diagnosing issues and proposing effective solutions to data management.
You are proficient in entering and managing data accurately.
You can navigate and troubleshoot various software system and application.
You can prioritize tasks and manage workload effectively.
You have great understanding of compliance – knowledge or data protection regulation like GDPR related to customer information management.
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 are a Subject Matter Expert handling E2E processes for simple and complex task
To be the point of contact for knowledge transfer and onboarding of new joiners. Help the team achieve targets in areas such as productivity, accuracy, etc.
To be in close contact with Netherlands Stakeholder to manage the inflow, priorities, happy and unhappy flow, including workflow balancing. To work together with the lead and NL SPOC to optimize processes, look for improvements with the goal to become more efficient.
You ensure continuity when team lead in absent (role of alternate)
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.

Responsibilities

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) and 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.
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. 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.
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.
To be the point of contact for knowledge transfer and onboarding of new joiners. Help the team achieve targets in areas such as productivity, accuracy, etc.
To be in close contact with Netherlands Stakeholder to manage the inflow, priorities, happy and unhappy flow, including workflow balancing. To work together with the lead and NL SPOC to optimize processes, look for improvements with the goal to become more efficient.
You ensure continuity when team lead in absent (role of alternate). You ensure SLA are met in the areas of productivity, accuracy etc.
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.

FAQs

What is the main responsibility of the Specialist - NL Daily Business Banking?

The main responsibility is to process customer requests for business clients, such as changing addresses, adding authorized individuals to business accounts, and opening or closing business accounts, while ensuring accuracy and efficiency.

What qualifications are required for this position?

Candidates should have at least 3-5 years of related work experience, preferably in shared services or BPO, and a bachelor's degree in a related field.

Is proficiency in other languages required?

While proficiency in spoken and written English is essential, knowledge of other languages, particularly Dutch, is a plus.

What skills are necessary for success in this role?

Necessary skills include strong attention to detail, the ability to adapt to changing processes, excellent customer service orientation, effective communication, and proficiency in data management.

What type of work schedule should candidates expect?

Candidates should be willing to work mid to night shifts, different rest days, weekends, holidays, and may need to render overtime as needed.

Does the role involve providing feedback to colleagues?

Yes, it does. The role encourages giving and receiving feedback to improve team performance and customer satisfaction.

What is the work environment like in this position?

The work environment is team-oriented, where self-management and collaboration are emphasized to achieve shared goals effectively.

Will I have the opportunity for professional development?

Yes, you will be the point of contact for knowledge transfer and onboarding of new joiners, and there will be opportunities to contribute to process improvement.

What is the location for this job?

The job is located in One Ayala Tower in Makati City.

What kind of company culture does ING promote?

ING promotes a diverse, creative, and energized team culture, focusing on innovation and excellent customer experience.

ING

Empowering people to stay a step ahead in life and in business.

Finance

Industry

10,001+

Employees

1991

Founded Year

Mission & Purpose

ING is a pioneer in digital banking and on the forefront being one of the most innovative banks in the world. As ING we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or to tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realize their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers.