Customer Service Team Lead

Role Overview

• By ensuring that CSU employees provide high quality service and customer experience for customers in all communication channels: calls, correspondence (emails, IB letters, chat, social media) video (remote onboarding and support) and CSCs visits
• By encouraging efficient and relevant sales performance provided by CSU teams: offering Luminor daily banking products, basic savings solutions and other product groups according to agreed CSU business scope and expected competences
• By following the fulfillment of individual and CSU teams targets – both
• OKR’s and KPI’s
• By following customers’ requests to be solved in a timely manner and high level quality, support employees as well as you will meet customer to solve high complexity cases
• By leading with the high level ownership attitude and as a role model of Luminor values based culture through individual and team activities
• By empowering your teammates to define their own measurable objectives that are consistent with the team’s and Luminor’s vision
• By fostering growth and potential of your teammates through delivering timely and constructive feedback on results, leveraging regular 1:1 session as coaching opportunity, guiding through inquiry and ensuring that learning activities are prioritized
• By selecting the right talent to the right roles, taking care of successful onboarding, wellbeing of team and managing underperformance timely
• By taking part and providing input for activities/projects related to CSU efficiency and customer service excellence, practically improving CSU performance and competences

Requirements

• 1-2 years Customer service and sales experience, preferably in Finance industry
• Previous managerial experience 1-3 years will be considered as an advantage
• Budget management skills
• Conflicts handling and negotiation, problem solving ability
• Product and process knowledge
• Knowledge in Customer Experience creation
• Performance management as well as leadership skills
• Coaching and people development skills as well as cross functional / cross border cooperation skills
• Planning & prioritizing skills as well as decision making ability with solution and result focus
• Valid drivers license
• Fluent Latvian and English is required in spoken and written communication due to working on the Pan-Baltic level

Benefits

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor