Contact Center Professional

Job Description:

• 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.
• 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.  
• 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.
• 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. 
• 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.
• Perform other tasks as may be assigned.
• This role is specific to Part-time contract (minimum 20 hours a week, up to a maximum of 40 hours a week)

You are: 

• A College graduate AND with equivalent professional working experience in the Banking domain, ideally in a Shared Service or BPO environment;
• A professional and mature individual displaying the following behaviors and competencies:
  • Analytical, flexible, open-minded, a team player.
  • Able to deal with tight deadlines.
  • Proficient in spoken and written English.
  • Knowledgeable in MS Office .
  • Able to adapt to a fast-paced working environment.
  • Able to perform standard operations.
  • Able to perform standard payments correctly.
  • Able to execute quality checks.
  • Stay abreast of development within own field.
  • Comply with work process instructions and scripts.
  • Report incidents linked to products and services.
  • Act independently when executing customer requests, making standard payments, and improving workmanship.
  • Appeal as needed to supervisor/other customer loyalty team members for advice and support in performing new or non-standard operations.
  • Able to do daily consultation with team members regarding work progress and more complex files.
  • Willing to obtain the required country certifications within set timeframes as required for the role (ie for NL: WFT certification prior to production)