Customer Service Team Lead

Join our team as a Team Lead!

Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships. We at Luminor believe that anyone has the potential to achieve big things and encourage everyone to achieve them, professionally and personally. 

Whoever you are and whatever your role is, with Luminor, you will get a once-in-a-lifetime opportunity to build a local banking champion.

As a Team Lead, your mission is to be responsible for delivering outstanding customer experience and sales results by implementing local initiatives whereas acting on Pan-Baltic priorities set by the management. The main responsibility of this role is to ensure high quality of service for incoming customer flow (calls, letters, chat, physical meetings) and outstanding customer experience across the channels.

How You Will Make an Impact:

• 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

What Makes You a Great Fit:

• 1-2 years Customer service and sales experience, preferably in Finance industry

• Previous managerial experience 1-3 years will be considered as an advanatage

• 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

• Fluent Latvian and English is required in spoken and written communication due to working on the Pan-Baltic level 

Why You Will Love Working Here:

• 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

• Gross salary. 2700-3000 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is the 29th of April. We are looking for a candidate primarily already located within the Baltics. Please apply with your CV in English and PDF format!