auxmoney

General

• Day-to-day leadership: You lead a team of up to ten colleagues in telephone (inbound/outbound) and written communication and act as the primary contact in daily business.
• Ownership of customer management processes: You take responsibility for the processes in your area and manage them in day-to-day operations with a focus on efficiency and the customer experience.
• Performance and measures management: You are responsible for your team’s performance, work with KPIs and reports, and derive concrete measures to improve quality and productivity.
• Process work and projects: You support process-related topics and take on projects in your area of responsibility from planning through implementation to evaluation.
• Collaboration within the leadership setup: You work closely with other team leaders, supervisors and coaches/trainers to drive the development of the entire customer area.
• Complaints, data protection and standards: You hold overall responsibility for complaints and data protection requests within your team and ensure that processes, legal requirements and relevant industry standards are consistently adhered to in daily operations.
• Interface management: As a central interface to Legal, Compliance, ERM and other stakeholders, you coordinate complex cases and ensure that regulatory requirements are understood, correctly interpreted and continuously taken into account.
• Change and digitalization: You actively drive change, for example through optimized workforce planning, standardized processes, increased telephony and outbound communication, and the expansion of digital self-service and AI solutions, while always keeping the needs of our customers and colleagues in focus.

Team Leader, Customer Management

• Central point of contact for our customers: You will support our clients with their ongoing loans and insurance policies and assist them with all relevant matters.
• Active support for payment difficulties: In telephone and written contact with customers in challenging financial situations, you provide important support to our investors.
• Tailored solutions for borrowers: You work together with our borrowers to develop appropriate repayment solutions and contribute to long-term, stable customer relationships.
• Handling a wide range of customer inquiries: Whether by email, chat, post, or phone, you respond competently, reliably, and with a service-oriented approach.
• Collaboration with external partners: You manage correspondence with our external service providers in receivables management and ensure a smooth flow of information.
• Interface function within the company: You work closely with upstream and downstream departments to ensure efficient forwarding and processing of customer issues.
• Internal voice of our customers: You represent our customers’ interests within the company and help improve processes and decisions from a customer perspective.

Team Leader, Customer Management

Customer Management Agent