This is the time full of new opportunities and chances to stand up and bring out the best in you! The search is for a talented colleague to join our highly motivated and ambitious Latvia Customer Retention Unit in Retail Banking Division, Customer Experience Department.

Customer Retention Unit’s focus is to retain customers and keep the satisfaction level on a high note at all times. Our team’s ambition is to create a smooth customer experience towards customer retention, complaint handling and customer feedback. Our division is responsible for servicing private and Mass Business customers across the Baltics.

Responsibilities:

• Professional and timely handling of incoming customer feedback and complaints from all levels and NPS related comments
• Contacting the customers via different channels (phone, video, physical meetings, e-mails etc) to solve complaints, understand the feedback and retain customers
• Provide outstanding customer experience for external and internal counterparts
• Collect feedback, forward it to relevant stakeholders and follow up on changes
• Cooperate and provide insights on Customer Service projects (Hospitality, Advisory etc.)
• Support Unit manager and Department Head with reports
• Proactively plan, deliver and follow-up on your personal tasks timely and according to the set quality standards, budget and Luminor values

Skills and Experience:

• Preferably experience in direct communication with customers
• Time management skills and Can-do attitude
• Great communication skills
• Customer focus and strong collaboration skills
• Problem solving mindset
• Analytical and critical thinking
• Flexibility, openness to change
• Planning & prioritizing skills
• High level of responsibility, readiness to take ownership
• Excellent written and verbal communication skills in Latvian, Russian and English

Why Luminor? What we can offer you:

• Dynamic and international working environment that is filled with interesting challenges and opportunities to innovate, as we build a bank together
• Varied opportunities to support your professional and personal development and growth
• All technical necessities from day 1 (including a mobile phone with a tariff plan)
• Health insurance straight after probation period
• An additional benefits package for employees after 1 year in the company, which includes additional days of vacation
• A collaborative and supportive team where you can create and implement ideas
• A salary range for this position at 1120-1400 EUR (Gross), which is to be determined depending on the level of experience and competencies of the selected candidate

Application deadline is 26th of March. As part of the application process there will be one video question in Russian, please, respond to it in Russian. As well as one text question to which please respond in English

In case of questions please feel free to contact Krista.Tjarve@luminorgroup.com (HR)