Analyst

Payments Officer – Processing & Investigations

Summary

Provides end-to-end support to customers, which may include use of standard scripts and specific guidelines and procedures, to handle queries or close sales. Seeks help and/or escalates issues/queries when it is appropriate to do so to help resolve customer issues expeditiously.

Background On What ING Is About (Generic ING Background)

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Job Overview

Payments Settlements Services (PSS) and Wholesale Banking (WB) payments act as a utility unit which service Processing and Investigations functions across different product areas like True International Payments (TIP), SEPA, Instant Payments, MIPs and Retail Payments for Wholesale Banking Operations (WBO) and Retail products in multiple locations.

The ideal candidate reports to a Circle Lead and is expected to interact with Center of Excellence (COE), Global Business Partners and colleagues from various geographies including the counterpart Hub.

Key Responsibilities/ Capabilities

• Handle and analyze requests, escalations and enquiries of FI and NFI clients with respect to international payments, domestic and direct debits.
• Actively cooperate with other divisions within the Payments Department to allocate escalations and prevent them from arising.
• Ensure compliance with the rules and procedures that are prescribed by Risk and Compliance.
• Create and follow up files for incoming payments that could not be executed.
• Provide recommendations in order to reduce the number of payments not processed automatically and improve quality with the aim of reducing the number of complaints.
• Formulate proposals for improvement.
• Carry out interventions with respect to FI and NFI electronic payments that have been incorrectly supplied.
  
  

Minimum Qualifications And Capabilities

• Bachelor’s degree or equivalent experience
• Analytical, flexible, open-minded and a team player
• Ability to work under pressure and capable of managing and prioritizing multiple tasks.
• Have a client driven approach.
• Excellent written and oral communication skills, including the ability to convey complex information succinctly and clearly to clients and partners.
• MS Office proficient with the ability to work with multiple applications at the same time.
• Results driven self- starter who can thrive in a fast- paced, collaborative, and cross- functional environment.
• Superior attention to details
• Experience working at a Payments and Cash department is an advantage.
  
  

, ING Hubs