Agente Customer Contact Center

Descrizione del ruolo

Inserito nellambito del COO-Customer Contact Center e riportando al CCC IBI Coordinator la risorsa ha una comprovata esperienza e perizia nella gestione di più prodotti della Banca per cui ne cura lassistenza tramite telefono (sia in inbound che in outbound) ed altri canali di comunicazione (ad es. chat video e-mail) e intrattiene i rapporti con la clientela particolare dovrà gestire telefonicamente i casi di Phishing Frodi e Disconoscimenti segnalati dai clienti e porre in essere tutte le azioni volte a mettere in sicurezza la posizione del cliente ed a rassicurarlo.

Principali Responsabilità

• Prendere in carico le segnalazioni di Phishing/Frodi/Disconoscimenti dei clienti
• Analizzare la posizione dei clienti mettendola in sicurezza
• Dare rassicurazioni ai clienti
• Indirizzare richieste verso i vari Uffici interessati ove necessario
• Monitorare landamento della gestione ove necessario
• Aggiornare i clienti sullandamento della gestione e sullesito finale ove necessario
• Segnalare anomalie evidenziare processi e/o procedure che vanno migliorati

Requisiti Richiesti

• Buona conoscenza dei Prodotti della Banca e dei relativi processi
• Ottima conoscenza del processo di Phishing/Frodi/Disconoscimenti
• Capacità di analisi delle problematiche anche complesse
• Spiccato problem solving
• Abilità dellabbinare velocità e qualità di gestione
• Disponibilità a lavorare su turni secondo una matrice definita
• Autonomia nellorganizzazione del proprio lavoro
• Capacità di lavorare in Team
• Predisposizione a lavorare per obiettivi
• Padronanza del contatto telefonico inbound/outbound e dellutilizzo dellemail.

Educational Qualifications:

Diploma/Laurea

Technical Language and other Specialised Skills:

Lingua inglese e dimestichezza con i sistemi operativi ed il pacchetto Office.

Work Experience:

2-3 anni di esperienza allinterno di un Contact Center Bancario con esperienza di gestione telefonica inbound/outbound

Duration: Permanent

Location: Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank the first in Italy to adopt a fully flexible smart working model and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in peoples potential. We dont judge coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. do your thing is about people being free to live the life they want to live knowing that they will make their world a little better for it.

Do you think you are a step ahead Apply now!

The benefits of joining ING

In addition to being a part of a great team working in a fun and innovative environment we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course we cant forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture and we are fully committed to creating a safe and inclusive environment based on mutual respect and the value of diversity offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder

Were seeing an increase in fraudulent job offers. To protect yourself please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING usesWorkdayas its internal recruitment system. Applications should be submitted only via our official career site.
• Check the senders email carefully: legitimate communication will always come from: @ and/or @
• No payments or banking details will ever be someone asks for this information its a scam.

If you suspect suspicious activityreport it immediately. Your safety matters to us.