Customer Care Analyst (Fintech)

TL;DR

Customer Care Analyst (Fintech): Providing comprehensive operational support and expertise for daily banking products with an accent on client communication and complaint resolution. Focus on processing customer requests, ensuring regulatory compliance, and maintaining high service standards across multiple digital channels.

Location: Must be based in Manila (One Ayala Tower 2)

Company

hirify.global is a global technology and operations center supporting ING's banking services worldwide.

What you will do

• Interact with clients via chat, voice, video, and email to resolve banking inquiries and concerns.
• Process customer requests operationally while adhering to strict legislation and banking regulations.
• Manage end-to-end complaint resolution and correct system-generated responses as necessary.
• Collaborate with the team to meet productivity targets and turnaround time objectives.
• Report process deviations and ensure all activities align with company risk and compliance policies.
• Participate in cross-skilling initiatives to handle diverse banking processes and communication channels.

Requirements

• Must be based in Manila and able to work onsite at One Ayala Tower 2.
• Strong ability to work with minimum supervision and provide technical guidance on policies.
• Proven capability to handle complex issues with urgency and independent decision-making.
• Effective communication skills to build partnerships and share information across the team.
• Flexibility to adapt to changing business needs and switch between different communication channels.

Culture & Benefits

• Opportunity to work in a global banking environment with a focus on professional growth.
• Emphasis on collaborative teamwork and shared objectives.
• Exposure to complex operational challenges and banking policy interpretation.
• Commitment to high-energy, proactive problem solving and continuous improvement.