Operational Excellence
Responds to chats through the virtual agent capability and ensures adherence to response and resolution timeliness
Provides advice to HR-related matters covering all bases of HR support resolutions
Triages transactions to Tier 2 accurately and timely
Escalates and seeks support on complex HR inquiries and issues to risk manage potential escalations
Coordinates with local people services and other workstreams to provide employee experience
Engagement and Recognition
Identifies potential improvements in the Chatbot flows
Takes part in updating the knowledge base real-time
Actively participates in calls, stand-ups and learning sessions to strengthen service knowledge
Proactively takes part in delivering good client working relationships
Orange Behavior
You take it on and make it happen - Meets deadlines and deliver employee experience
You help others to be successful - Takes part in executing projects in Contact Center
You are always a step ahead - Develops 1-2 skills to become future-ready (ie. ownership and accountability, problem solving skills, etc)
Risk
Actively raises risk concerns and reports near-misses or valid data breaches on a timely manner
ING is a pioneer in digital banking and on the forefront as 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 tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise 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
