Analyst (Customer Loyalty/Contact Center)

TL;DR

Analyst (Customer Loyalty/Contact Center): Supporting ING customers across chat, phone, video, email, and messaging channels by managing inquiries, resolving complaints, and processing operational activities with an accent on compliance, risk awareness, and service-quality standards. Focus on handling complex customer requests end-to-end while improving processes and maintaining accurate adherence to policies and procedures.

Location: Manila (One Ayala Tower 2)

Company

hirify.global is a global digital banking organization operating across multiple countries.

What you will do

• Support customers across multiple communication channels (chat, phone, video, email, messaging).
• Manage customer inquiries and requests, resolve complaints, and process operational activities.
• Ensure every customer interaction reflects service excellence and operational quality.
• Contribute to continuous improvement while maintaining compliance with regulations, policies, and procedures.
• Work independently while collaborating with teammates in a fast-moving environment.

Requirements

• College degree or equivalent professional experience in banking, shared services, customer operations, or a BPO environment.
• Excellent written and spoken English communication skills.
• Strong analytical and problem-solving capabilities.
• Customer service experience with ownership and resolution mindset.
• Ability to learn multiple processes and support different channels as business needs evolve.
• Knowledge of Microsoft Office applications; ability to manage priorities in a fast-paced environment.

Culture & Benefits

• Opportunities to learn, grow, and build a long-term career with a global organization.
• Exposure to international banking operations and customer service excellence.
• Diverse, supportive, and inclusive work environment.
• Continuous development through cross-skilling, training, and certification opportunities.