Contact Center Professional - Part Time (Banking)

Location: Manila, One Ayala Tower 2, Philippines

Company

hirify.global provides banking operations and customer support services for ING clients.

What you will do

• Support ING clients through chat, voice and video calls, email, messaging, and other assigned channels.
• Process customer requests in banking systems, including standard payments, daily banking products, cards, and online banking services.
• Manage customer requests and complaint resolution from start to finish, correcting system-generated responses when needed.
• Follow risk, compliance, legislation, policy, and process requirements; report deviations and product or service incidents.
• Collaborate with the team, support productivity and turnaround-time targets, and handle complex customer issues.
• Switch between communication channels, participate in cross-skilling initiatives, and provide guidance on policies and procedures with minimal supervision.

Requirements

• College degree and professional experience in banking, ideally in a shared service or BPO environment.
• Proficient spoken and written English.
• Knowledge of MS Office and ability to perform standard operations, payments, and quality checks accurately.
• Analytical, flexible, open-minded, collaborative, and able to work under tight deadlines in a fast-paced environment.
• Ability to follow work instructions and scripts, act independently on standard customer requests, and escalate non-standard cases when necessary.
• Willingness to obtain required country certifications within the specified timeframe, such as WFT certification for the Netherlands before production.

Culture & Benefits

• Part-time employment with a minimum of 20 and maximum of 40 hours per week.
• Opportunities to develop multiple processes and communication channels through cross-skilling.
• Collaborative work focused on shared objectives, customer service quality, productivity, and turnaround times.
• Work includes independent decision-making, continuous learning, and support from supervisors and customer loyalty team members.