Join our team as a Customer Experience Specialist!

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.

Customer Retention team focus point is to retain customers and keep the satisfaction on a high level. Customer Experience specialist will ensure that customer complaints are handled on time, with high quality, proper investigation and involving relevant counter parties for final response to customer. Customer Retention specialists also ensure that customer feedback is forwarded to the relevant counterparts with the further follow-ups, NPS related comments are handled and additional contact with customers made to understand the reasons of the feedback. 

What You Will Do:

•   Professional and timely handling of incoming customer feedback and complaints from all levels and NPS related comments 
• Contacting the customers via phone and e-mails 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
• Proactively plan, deliver and follow-up on your personal tasks timely and according to the set quality standards, budget and Luminor values.
  

What We Expect: 

•   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 Lithuanian and English.

What We Offer:

• 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 humor and having fun
• 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, workshops, conferences, online training, etc.
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor
• Gross salary. 2150 - 2690 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is 18th of May.  Please apply with your CV in English and PDF format!

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