at ING Bank
OtherPosted 11 days ago
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**Customer Care - French Expert** offers multichannel support (primarily Chat), resolving client queries and managing order processing. Key responsibilities: provide accurate, tailored solutions; collaborate with ING experts; maintain risk and compliance; enhance customer satisfaction and service metrics; manage operational tasks; adhere to processes and policies. **Required:** Native/Bilingual French, customer service experience, process-minded, problem-solving skills; familiarity with risk management and compliance principles; understanding of ING's missions and rules.
- Compensation
- Not specified
- City
- Not specified
- Country
- Not specified
Currency: Not specified
Full Job Description
- Providing accurate and up-to-date information and resolution to existing / potential clients on a variety of channels, primarily in a written format (Chat).
- Exploring solutions to less common client queries by identifying relevant ING experts to consult and interpreting information in a way that is accurate and relevant for the clients context, and actively contributes to INGs library of client solutions.
- Adhering to risk and compliance processes.
- Managing end-to-end the execution of client requests and complaint resolution actions.
- Actively suggests and contributes to initiatives to improve customer satisfaction and customer service performance metrics.
- Follow a range of mandatory process steps to ensure that work is carried out to the required standards to protect the organization from risk. Escalate situations that deviate from the mandatory procedures.
- Customer Order Processing - Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
- Operations Management - Provide operational support by performing a range of route activities using existing systems and protocols.
- Reports deviations to the appropriate person/body. Understands the mission and vision of the company and has the ability to integrate this in day-to-day activities or as input for projects. Acts in line with ING rules and policies.
