Customer Loyalty Specialist

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals. 

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca. 

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services. 

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.  

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?  

The Mission

We are looking for a talented and enthusiastic Customer Loyalty Specialist to join our team for Client Services Business.

Your day to day

As a member of the Customer Loyalty Team (CLT), you will:

• Resolve daily operational challenges by initiating discussions with other departments outside your area of expertise;

• Address requests related to corporate international clients from the group;

• Manage and process operational/non-commercial documentation and correspondence with clients, including account opening confirmations and capital increase letters;

• Contact clients regarding account administration issues, recalculations, payment investigations, and general banking operations (excluding commercial aspects);

• Ensure the accuracy and completeness of static data and client documentation in banking systems;

• Open, close, block, or unblock client accounts based on external or internal requests;

• Set up client accounts for automatic balance transfers and interest postings;

• Verify and confirm client signatures for processing requests.

• Sign confirmations regarding client account statuses alongside Relationship Managers when necessary;

• Accurately process documentary products, such as guarantees and amendments, within the required timeframe.

• Analyse guarantee letters for facility limits, amounts, tenors, and expiration dates.

• Instruct and process necessary corrections on client accounts.

• Investigate operational errors reported by clients, whether due to incorrect instructions or processing delays;

• Provide Swift messages confirming client payments and ensure banking correspondence via SWIFT with involved financial institutions;

• Actively participate in implementing Agile methodologies and maintain this working style;

• Ensure individual and team participation in Agile events (daily stand-ups and retrospectives) and keep these events effective.

• Engage in various local and international projects related to the department’s general activities or specific Client Services tasks as requested by management.

What you’ll bring to the team

• Education: Bachelor’s degree or completion of high school with an Economic profile, along with relevant experience and training in banking operations or accounting;

• Experience: At least one year of operational banking experience, preferably in a client-facing role, including servicing clients via phone, email, and chat;

• Professional Qualifications: Training in customer service and banking operations;

• Proficiency in MS Office;

• Language Proficiency: Fluent in French (spoken and written) and solid knowledge of English;

• Professional Knowledge: Understanding of banking legislation and related regulations;

• Competencies: Strong communication skills (oral and written), ability to build and maintain effective collaborative relationships, client-oriented attitude, and good organizational skills.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).