Luminor Group

Customer Service Unit Lead

Luminor Group

full-time

Posted on:

Location Type: Hybrid

Location: Kaunas • Lithuania

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Salary

💰 €3,510 - €5,270 per month

Job Level

Senior

About the role

  • Ensure that CSU employees provide high quality service and customer experience for customers in all communication channels
  • Ensure efficient and relevant sales performance provided by CSU teams
  • Deliver fulfillment of individual and CSU teams targets – both - OKR’s and KPI’s
  • Foster the growth and potential of subordinates: deliver timely and constructive feedback on results, leverage regular 1:1 session as coaching opportunity
  • Manage employees access rights, follow and ensure data quality, CRM and Banking systems usage according to existing quality standards, processes and procedures with focus to minimize employees personally made mistakes
  • Make sure customers’ requests to be solved on timely and high-level quality
  • Lead proactively raise concerns to Customer Experience Unit regarding customer feedback received on relevant improvement opportunities as well as gaps in customer experience processes
  • Take part and provides input for activities/projects related to CSU efficiency and customer service excellence
  • Collaborate with other CSU Team Leads, CSU Project Coordinators, and other stakeholders, both locally and in pan-Baltic level
  • Report and proactively approach direct unit manager regarding risks and opportunities acknowledged in CSU business performance
  • Promote and execute a risk culture in the team that addresses risk awareness and risk-taking behavior

Requirements

  • Prior 1-3 years of managerial experience preferably in Finance sector
  • A proven track of experience in sales, including demonstrated ability to consistently achieve and exceed set sales targets
  • Banking products and process knowledge
  • Entrepreneurial mindset along with great negotiation & problem-solving ability
  • Planning & prioritizing skills, including budget management
  • Coaching and people development skills
  • Prior experience in cross functional and cross border cooperation
  • Solution and result orientated mindset
  • Valid Category B driving licence and ability to travel occasionally across Kaunas, Klaipėda, Šiauliai, Alytus and Panevėžys regions
  • Fluent Lithuanian and English are required in spoken and written communication due to working on the Pan-Baltic level.
Benefits
  • Flexibility. Flexible working hours, remote work and a 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 humour and having fun
  • More vacation. Additional week 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 to feel good and be productive at work and in life
  • Professional growth. Internal and external training programs, workshops, conferences, online training etc.
  • Special Offer for Luminor products & services . Enjoy special offers & pricing for products and services provided by Luminor
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
sales performanceOKRKPICRM systemsBanking systemsbudget managementcoachingproblem-solvingcross functional cooperationcross border cooperation
Soft Skills
customer experiencenegotiationplanningprioritizingpeople developmentsolution orientedresult orientedrisk awarenessrisk-taking behaviorfeedback delivery
Certifications
Category B driving licence