Job Description

Analyst - Retail Banking Operations

Make an impact in the future of banking

At ING Hubs Philippines, we're reimagining banking through innovation, technology, and exceptional customer experiences. As part of a global organization serving millions of customers worldwide, you'll have the opportunity to make a real difference while building a rewarding career in a collaborative and diverse environment.

We're looking for customer-focused professionals who are passionate about delivering outstanding service and solving complex challenges. If you thrive in a fast-paced environment and enjoy helping people stay a step ahead in life and business, we'd love to hear from you.

What you'll do

As an Analyst within Retail Banking Operations, you will:

• Support customers through multiple communication channels including chat, voice calls, video calls, email, and messaging platforms.
• Assist customers with their everyday banking needs, including payments, cards, online banking, and other retail banking products and services.
• Process customer requests accurately and efficiently while ensuring compliance with applicable regulations and policies.
• Take ownership of customer inquiries, requests, and complaints from start to resolution.
• Identify issues, recommend solutions, and contribute to continuous process improvements.
• Collaborate with colleagues across teams to achieve operational and service excellence goals.
• Support productivity, quality, and turnaround-time targets while maintaining a customer-first mindset.
• Adhere to risk, compliance, and operational procedures in all activities.

What we're looking for

Required qualifications

• Bachelor's degree or equivalent professional experience.
• Experience within Banking, Shared Services, Customer Operations, or a BPO environment is preferred.
• Strong verbal and written English communication skills.
• Proficiency in Microsoft Office applications.
• Ability to work in a dynamic, fast-paced environment.
• Strong analytical, problem-solving, and teamwork skills.

Success in this role

You will stand out if you are:

• Customer-centric and passionate about delivering exceptional service.
• Flexible and adaptable to changing business needs and communication channels.
• Comfortable working independently while collaborating effectively with others.
• Eager to learn new processes, obtain certifications, and continuously develop your expertise.
• Driven, proactive, and motivated to resolve challenges with urgency and ownership.

What's in it for you

• Competitive compensation and allowances.
• Opportunities for professional growth and continuous learning.
• Exposure to a global banking environment and international stakeholders.
• A diverse, collaborative, and inclusive workplace culture.
• The chance to be part of one of the world's most innovative digital banking organizations.

Working arrangements

• Willingness to work rotating morning, mid, or night shifts.
• Availability to work weekends, holidays, varying rest days, and overtime when required.

Diversity & Inclusion

At ING, we are committed to fostering an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We welcome applications from talented individuals of all backgrounds and experiences and believe that diverse perspectives help us build better solutions for our customers and communities.